Assistant Director of Front Office - Grand Wailea, A Waldorf Astoria Resort

The gorgeous Waldorf Astoria Resort in Maui, Grand Wailea, is looking for an Assistant Director of Front Office to join the Front Office team!
Located on 40 acres of lush tropical gardens, this Forbes Recommended property is consistently ranked among the world's best resorts with 780 rooms, 100,000 square feet of banquet space, and 12 food and beverage outlets. This includes 6 restaurants, 2 bars, a cafe, and in-room dining.
In this role, you will play a vital role in assisting in the direction and administration of all Front Office operations.
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What will I be doing?
As an Assistant Director of Front Office, you would be responsible for assisting in the direction and administration of all Front Office operations in the hotel's continuing effort to deliver outstanding guest service and financial profitability. Specifically, you would be responsible for performing the following tasks to the highest standards:
Assist in the direction and administration of all Front Office operations to include, but not limited to, guest service and registration (check-in/check-out), room inventory and availability, marketing initiatives, systems use and management, budgeting and forecasting, department management, policy and procedure implementation and enforcement and meeting participation and facilitation
Assist in monitoring and developing team member performance to include, but not limited to, providing supervision and professional development, scheduling, conducting counseling and evaluations and delivering recognition and reward
Monitor and assess service and satisfaction trends, evaluate and address issues and make improvements accordingly
Oversee the VIP process to include, but not limited to, reviewing VIP reservations, administering amenity orders, managing resumes for incoming guests and groups, updating inventory in the system, monitoring special requests and overseeing rate changes on in-house guests
Initiate and implement marketing up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue
Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events
Run and complete daily reports, analyze data and make decisions based on data
Resolve guest issues and concerns to guest satisfaction
Recruit, interview and train team members
Exceptional Hospitality Starts with You
Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work! As an Assistant Director of Front Office, you’re not just supporting the Director in leading the hotel’s front office operations – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.
What It Takes to Make the Stay
At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member:
A passion for spreading the light and warmth of Hospitality. Acting with Integrity and always doing the right thing. Inspiring others through Leadership. A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.
Here's what you'll do during a typical day:
Support front office operations: Assist in directing all Front Office operations, including guest service, registration, room inventory, cost control, and policy compliance, while supporting system efficiency and departmental coordination
Ensure high service standards: Monitor guest service delivery, respond to satisfaction trends, and implement improvements that enhance the overall guest experience
Support revenue initiatives: Assist in implementing hotel marketing campaigns and up-selling strategies to increase room occupancy and revenue
Implement corporate marketing initiatives: Support the integration and execution of corporate marketing programs within Front Office operations
Use data to guide decisions: Run and review daily performance reports to identify trends, inform operational decisions, and contribute to service and revenue goals
Oversee VIP experience: Manage the VIP process, including reviewing reservations, fulfilling amenity orders, updating guest details, monitoring special requests, and ensuring a seamless luxury experience
Cultivate a high-performing team: Drive engagement and retention through performance management, professional development, and recognition programs

Work arrangement
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