House Without a Key - House without a Key Manager

LEGACY is a core value that Halekulani lives by to celebrate our cultural history. For over 100 years, the hotel has welcomed visitors to Waikiki Beach, sharing our gracious hospitality, impeccable service, and unparalleled cuisine. Halekulani and Halepuna Waikiki employees live the legacy through the "art of service."

The House Without A Key (HWAK) Restaurant Manager is responsible for the overall operational, financial, commercial, and guest experience performance of Halekulanis signature and highest-volume restaurant. As the Department Head, the Restaurant Manager provides strategic leadership for all front-of-house operations while partnering closely with the Executive Chef and supporting departments to deliver luxury hospitality consistent with Halekulani standards. The position is accountable for achieving departmental financial objectives, labor productivity, guest satisfaction, employee engagement, quality assurance, safety, and compliance while fostering a culture of excellence, accountability, continuous improvement, and teamwork.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES

Food & Beverage Management

• Provide visible, hands-on leadership while fostering a culture of professionalism, accountability, teamwork, and exceptional guest service.
• Lead daily line-ups, operational meetings, and departmental communications to ensure alignment with business objectives and service standards.
• Participate in departmental strategic planning, annual budgeting, capital planning, business reviews, and continuous improvement initiatives that support the hotels long-term objectives.
• Monitor Forbes Five-Star standards, LQA performance, Medallia results, guest satisfaction metrics, mystery shopper reports, and internal quality audits while implementing continuous improvement initiatives.
• Maintain compliance with all health and sanitation regulations, HACCP standards, food safety programs, liquor laws, company policies, Standard Operating Procedures (SOPs), and safety standards while ensuring a safe working environment for guests and employees.
• Partner collaboratively with Culinary, Stewarding, Engineering, Housekeeping, Front Office, Sales, Marketing, Events, Finance, and other hotel departments to ensure seamless operations and exceptional guest experiences.
• Drive departmental revenue through menu engineering, strategic pricing, upselling initiatives, beverage promotions, private dining opportunities, special events, and other revenue-generating programs.
• Maintain proficiency in OpenTable Enterprise, POS systems, forecasting software, payroll systems, Microsoft Office, and other hospitality technologies utilized by the hotel.
• Lead the department during emergency situations, including medical incidents, severe weather events, fire alarms, evacuations, and other operational disruptions while ensuring the safety and well-being of guests and employees.

Dining Management & Operations

• Ensure exceptional luxury guest experiences by anticipating guest needs, resolving concerns promptly, building relationships with VIPs and repeat guests, and consistently exceeding guest expectations.
• Oversee all daily restaurant operations, including reservations, seating strategy, service execution, beverage operations, entertainment coordination, outlet presentation, cleanliness, and overall guest flow.
• Coordinate live entertainment operations to ensure seamless guest experiences while maximizing operational efficiency and preserving the House Without A Key brand experience.
• Oversee all beverage operations, including purchasing, receiving, inventory management, cost controls, wine and cocktail programs, menu development, responsible alcohol service, and beverage profitability.
• Build and maintain strong relationships with VIP guests, ownership representatives, travel partners, media, local businesses, and community organizations while representing Halekulani with the highest level of professionalism.
• Ensure the physical appearance and ambiance of House Without A Key-including furniture, décor, lighting, music, menus, uniforms, landscaping interfaces, and overall presentation-consistently reflects Halekulanis luxury standards while identifying opportunities to further enhance the guest experience.

Administration, Financial Management & Staff Leadership

• Recruit, train, coach, mentor, evaluate, discipline, and develop managers and team members through regular performance reviews, coaching, succession planning, leadership development, cross-training, onboarding, certification compliance, and career development initiatives.
• Establish clear performance expectations and hold all team members accountable for achieving departmental goals, company standards, and luxury service expectations.
• Assume full responsibility for the departments financial performance, including revenue generation, payroll, labor productivity, food and beverage cost control, operating expenses, profitability, forecasting, and achievement of established budget and GOP targets.
• Prepare annual budgets, monthly forecasts, departmental action plans, and Key Performance Indicator (KPI) reviews, implementing corrective action plans as necessary to achieve financial objectives.
• Analyze business trends, financial statements, guest feedback, operational reports, and performance metrics to identify opportunities for continuous improvement, increased profitability, and operational excellence.
• Protect company assets through preventive maintenance, equipment oversight, furniture and facility inspections, purchasing controls, inventory management, and waste reduction initiatives.
• Complete all departmental reports, payroll approvals, scheduling, inventory reports, performance documentation, departmental correspondence, and other administrative responsibilities accurately and within established deadlines.
• Provides relief coverage for the various Food & Beverage outlets as needed.
• Performs all other duties as may be required or assigned.

SUPERVISORY REQUIREMENTS

Reports To: Assistant Director of Food & Beverage / Director of Food & Beverage

Supervises: Assistant Managers, Servers, Bartenders, Hosthelp, Bushelp, Food Runners, Pool Servers

and all assigned front-of-house staff

EDUCATION/EXPERIENCE

• Minimum five (5) years progressive food and beverage leadership experience preferably in a luxury hotel setting or fine dining environment.
• Minimum three (3) years of leadership experience as a Department Head, Restaurant Manager, or equivalent leadership position in a high-volume luxury hotel or fine dining restaurant.
• High school diploma or equivalent vocational training certificate.
• Any combination of education and experience which would provide the necessary knowledge, skills, and abilities to meet the minimum qualifications to perform the essential functions of this position.

LICENSES/CERTIFICATIONS

• Manager's Liquor Commission Card
• Food Safety Certification

KNOWLEDGE, SKILLS, & ABILITIES

• Ability to develop, interpret, and execute strategic business plans while achieving established financial and operational objectives.
• Strong decision-making, problem-solving, and conflict resolution skills in a fast-paced luxury hospitality environment.
• Strong financial acumen and ability to interpret P&L statements and KPIs.
• Demonstrated success managing budgets, forecasting, labor productivity, revenue growth, and financial performance.
• Experience leading large teams and developing future leaders. Ability to build collaborative relationships across all hotel departments.
• Strong understanding of luxury service standards and guest personalization. Ability to anticipate guest needs; respond promptly and acknowledge all guests.
• Working knowledge of POS systems (e.g., InfoGenesis), reservation, payroll, and forecasting systems and Microsoft Office Suite.
• Familiarity with all hotel services/features and local attractions and activities to respond to guest inquiries accurately.
• Ability to maintain positive guest relations at all times.
• Must exhibit a poised and professional image and demeanor.

MENTAL DEMANDS

• Must be highly organized, detail-oriented and have the ability to multi-task.
• Must be able to prioritize tasks while maintaining timeliness.
• Must be able to comprehend, analyze, organize and prioritize a wide variety of information within time limitations.
• Requires the ability to read and perform mathematical calculations.
• Requires concentration, alertness and attention to detail.
• Must be able to perform under stressful conditions while maintaining a courteous and professional demeanor.
• Must be able to work collaboratively with other team members.

PHYSICAL DEMANDS

Activity

Over 2/3 of the time

About 2/3 of the time

About 1/3 of the time

Less than 1/3 of the time

Seldom or Never

Sitting

X

Climbing

X

Stooping, kneeling, crouching and/or crawling

X

Standing

X

Walking

X

Handling or fingering

X

Eye-hand-foot coordination

X

Use of vision

X

Activity

Less than 25 lbs

25 to 50 lbs.

More than 50 lbs.

Pushing

X

Pulling

X

Lifting

X

Carrying

X

COMMUNICATION DEMANDS

Activity

Over 2/3 of the time

About 2/3 of the time

About 1/3 of the time

Less than 1/3 of the time

Never

Talking (in-person) to co-workers

X

Talking (in-person) to business associates (i.e. outside contractors, vendors, etc.)

X

Talking (in-person) to the public (including guests)

X

Talking on the telephone and/or video conferencing

X

Written communication to co-workers

X

Written communication to business associates (i.e. outside contractors, vendors, etc.)

X

Written communication to the public (including guests)

X

Supervising employees or monitoring services provided by outside consultants, vendors and suppliers

X

Responding to written or verbal requests from co-workers

X

Responding to written or verbal requests from business associates (i.e. outside contractors, vendors, etc.)

X

Responding to written or verbal requests from the public (including guests)

X

Training and/or giving verbal instructions

X

Training and/or giving written instructions

X

Receiving verbal instructions

X

Receiving written instructions

X

Reading

X

Visiting and/or working at other work sites

X

WORK ENVIRONMENT

• Variable scheduling: days, nights, available on weekends and holidays.
• Indoor/Outdoor, non-air conditioned, air conditioned office
• Some exposure to variable temperature conditions (i.e. hot, humid weather conditions)
• Cramped working environment.
• Exposure to low to moderate noise levels.
• Will be in contact with chemicals and materials normally found in office environments

MATERIAL OR EQUIPMENT DIRECTLY USED

POS system, Computer, calculator, telephone, copy machine, fax machine, and other equipment as required.

Hotels and Resorts of Halekulani is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.