Job Description

Uniquely located in the heart of Honolulu, guests have the convenience of the city outside their front door yet surrounded by the beauty of the island through stunning ocean views. At Renaissance Honolulu, we invite you to embrace adventure and embark on a journey beyond the ordinary.

At Crescent Hotels & Resorts, we are a team of hospitality professionals that are deeply connected to & proud of the exceptional experiences we provide for our guests. More than that, we know our Associates are the shining stars of what we do! We understand what it takes to be a part of something great. We will encourage you to bring your true self to work every day, we will celebrate you and we will cheer you on as you shine bright in your career journey. Whether it be our health & wellness programs, best in class learning and development or our travel discounts that ‘feed your inner explorer’, we work hard
to create and deliver on what YOU need. We are ready for you to start your journey with us where You Belong. We Care. Shine Bright.

We are looking for our next great team member to join us on our Management team.

We are committed to providing you with:

• Excellent compensation package (Salary Range $72,000 - $78,000 annually)
• An exceptional benefit plan for eligible associates and your family members.
• 401K matching program for eligible associates.
• Discounts at our Crescent managed properties in North America for you and your family members.
• Discounts at Marriott properties worldwide for you and your family members.

Here is what you will be doing each day:

• Implement and manage the hotel’s overnight quality process including goal communication, associate improvement, compliance with Crescent standards of product and performance, service recovery, and problem resolution. Disseminate feedback from comment cards, guest satisfaction, and service failure measurements and coach accordingly.
• Recommend performance evaluations, resolve problems, provide open communication, and recommend discipline and/or termination when appropriate.
• Communicate both verbally and in writing to provide clear direction to staff.
• Assign and instruct evening hotel in details of work and act as an extension to operational leaders for the evening shift. Observe performance and encourage improvement. Monitor hotel occupancy and make staffing adjustments accordingly.
• Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Prepare written correspondence to guests. Listen and extend assistance to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert, especially during emergencies and heavy hotel activity. Plan and implement detailed steps or problem resolution by using experienced judgment and discretion.
• Review Security logs daily for significant incidents, and coordinate with department heads all enforcement of policy and/or improvements in service needed.
• Comply with attendance rules and be available to work regularly.
• Know the emergency procedures in the emergency manual at the front desk extremely well and ensure the team always follows procedures and protocols in the evenings.
• Work closely with the Hotel Manager in establishing and monitoring policies and guidelines in the day-to-day operation of the hotel to ensure profitability and consistency. Solve problems of detail that come up in the course of the work.

Does this sound like you?

• 2-3 years of experience in a similar position.
• Excellent knowledge of all aspects of hotel operations.
• Excellent customer service, leadership and problem solving skills.
• Marriott brand experience a plus.

Our differences are what makes us great:

At Crescent Hotels & Resorts we strive to create a great place to work where associates at all levels of our organization are respected for their differences, just like the guests and owners we serve. That’s why we are dedicated to creating an environment that facilitates open and honest conversations about race, equity, diversity, and inclusion. By examining our own beliefs and behaviors, we can create change through training, recruiting, and promoting diverse talent to strengthen our culture.