Luau Manager

Compensation Type Yearly Highgate Hotels:
Highgate is a leading real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in major U.S. gateway cities including New York, Boston, Miami, San Francisco and Honolulu, with a growing Caribbean and Latin America footprint. The hospitality forward company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition.

Highgate has a proven record of developing its diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts with contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive out performance and maximize asset value. With an executive team consisting of some of the most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands.

Highgate maintains corporate offices in New York, Chicago, Dallas, London, Miami, and Seattle.

The Luau Manager is responsible for coordinating, supervising and directing all aspects of Luau operations, while maintaining a profitable Luau and high quality products and service levels. He/she is expected to market ideas to promote business; reduce employee turnover; maintain revenue and payroll budgets; and meet budgeted productivity while keeping quality consistently high.

• Oversee all aspects of the daily operation of the Luau.
• Supervise Luau personnel.
• Respond to Luau guest complaints in a timely manner.
• Inform F&B managers to keep them informed of issues as they arise, as needed.
• Keep immediate supervisor fully informed of all problems or matters requiring his/her attention.
• Assist in coordinating and monitoring all phases of Loss Prevention in the Luau.
• Prepare and submit required reports of Luau operations in a timely manner.
• Ensure preparation of required reports, including (but not limited to) Wage Progress, payroll, revenue, employee schedules, quarterly action plans.
• Monitor quality of service in the Luau.
• Assist in menu planning and preparation.
• Ensure compliance with all local liquor laws, and health and sanitation regulations.
• Ensure compliance with SOPs in the Luau.
• Ensure compliance with requisition procedures.
• Be visible on the floor to assist staff as needed during Luau.
• Conduct staff performance reviews in accordance with Highgate Hotel standards.
• Ensure the training of employees on SOPs and technical job tasks.
• Be involved in and/or conduct departmental and hotel training (CARE, One to One), etc.
• Interview candidates for Luau positions and follow standards for hiring approvals.
• Complete tip reporting.
• Understand, implement and monitor corporate promotions in (if applicable), including buffet and three-meal concept standards.
• Ensure overall guest satisfaction.

• Maintain a warm and friendly Aloha at all times.
• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Attend all hotel required meetings and trainings.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which include wearing nametags.
• Comply with Highgate Hotel Standards and policies to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to maintain confidentiality of information.
• Perform other duties as requested by management.