Job Description

PW Hotel Assistant Manager

Primary Responsibilities : Oversee day-to-day operations. Supervising staff and interacting with customers to ensure quality service. Compliance to all procedures established by management. Handle guest complaints and respond to emergency situation.

Essential Duties:

• Field and address guest complaints, conduct thorough research to develop the most effective solutions and negotiate results in a professional manner. Listen and extend assistance needed to resolve problems that may arise. Maintain a professional appearance and demeanor.
• Monitor hotel staff in all departments to ensure that all procedures are followed as established by management. As necessary, coordinate and/or jointly work with departments to provide problem solving solutions in the most expeditious manner. Utilize a computer system to access and information. Perform activities involving lifting and /or moving heavy objects, walking/standing for long periods and working in undesirable conditions.
• Inspect all physical aspects of the Hotel’s appearance on a continual basis in accordance with standards established by hotel management. Inspections require, but are not limited to, bending, stooping, reaching, climbing and kneeling. Immediately report all safety hazards or items in need of attention to the appropriate departments.
• Immediately respond to hotel emergencies in a calm effective manner, consistent with hotel emergency procedure policies. Maintain strong working knowledge of all hotel emergency procedures, updates and emergency contacts. Responses may involve, but are not limited to, running up/down 35 flights of stairs past and around obstacles. Color vision is critical in determining the nature of alarms.
• Handle noise complaints, credit problems, employee conflicts, guest relocations, and reject of undesirable people in conjunction with the hotel security force utilizing diplomacy and good judgement.
• Manage sub area within Front Office. Scheduling, decision making, training, disciplinary action, evaluation, and performance revieware all duties a hotel operations manager duties.
• Greet and acknowledge all arriving/departing guests.
• Perform check in and check out.
• Must be able to perform general cashiering procedures
• Perform other duties assigned by Front Office Manager or Front Office Assistant Manager.

Other Duties:

• Regular attendance in conformance with the standards, which may be established by the Hotel and Golf Club from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.
• Upon employment, all employees are requested to fully comply with Hotel and Golf Club rules and regulation for safe and efficient operation of the facilities. Employees who violate Hotel and Golf Club rules and regulations will be subject to disciplinary action, up to and including termination of employment.
• Set-up room service carts with food and beverage orders and deliver to guest rooms. Insure that the food and beverages are served with the proper garnishes, utensils and condiments. Greet guests in a warm and friendly manner, personalizing the service according to procedures and standards. Responsible for the daily maintenance of china, glassware, silverware and linen. Retrieve carts and trays from guest rooms, corridors or housekeeping closets. Answer telephone and take room service orders when needed.

Working Conditions:

• Must be able to work indoor and outdoor.
• Able to incur the pressure involved with guests, employees, and vendors.
• Grooming to standards outlined in the Prince Look Policy.
• Ability to multitask, prioritize and meet deadlines.

Work Hours:

1. Due to the cyclical nature of hospitality industry, employees may be required to work varying schedules to reflect the business needs of the Hotel and Golf Club.
2. Various shifts (morning, midday, night and grave).
3. Expected to work extended hours based on operational needs.

Equipment Use:

• Ability to access and accurately input information into a computer system. Ability to demonstrate proficiency on software including but not limited to: Opera, Microsoft Office, Outlook, On Track, Kronos, Birchstreet, Data Park, Micros, Saflok.
• Two Way Radio
• Key and Gift Card Encoder
• Ability to use various office equipment, including, but not limited to: telephone, typewriters, calculators, 10-key, photocopiers, printers and facsimile machine.
• Ability to access and accurately input information into a computer system. Ability to use Microsoft Excel and Word Programs.

Mental and Physical Demands

• Ability to work under pressure and deal with stressful situations during busy periods, in a calm and effective manner.
• Ability to sit, stand and move throughout the Hotel.
• Must be able to stand for extended periods of time. May occasionally be asked to lift luggage and parcels, up to 35 lbs.

Communication Demands:

• Ability to effectively deal with internal and external customers, some requiring high levels of patience, tact and diplomacy to defuse anger and collect information.
• Ability to effectively and professionally communicate proficiently (read, write, and speak) in English.
• Ability to communicate effectively in English with employees and guests, understand reports and related correspondence and accurately perform essential job functions.
• Ability to effectively deal with guest and employee concerns in a friendly and positive manner, including listening to the nature of the concern, demonstrating empathy, patience, tact and diplomacy with the guest and providing positive and proactive solutions.
• Ability to exercise judgement, supervise the work performance of others and develop subordinates to the enhance advancement in the Hotel.
• Ability to speak, read and write a foreign language preferred, with Japanese being the most desirable.

Minimum Qualification Requirements:

• Minimum three years of the hotel experience in the guest services required. Supervisory experience preferred.
• High School diploma required.
• Any combination of education and experience that provides the required knowledge, skills and abilities necessary to perform the duties of the position.
• Ability to present current valid TB clearance
• Ability to obtain Hawaii Liquor Commission Blue Card
• Current Driver’s Abstract (No moving violation within the last 3 years)
• Minimum two (2) years of experience driving vehicles.
• Drive all types of vehicles including standard
• Ability to speak another language in addition to English is preferred, with Japanese being the most desirable.

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