Assistant Guest Services Manager

Hotel Equities Group, LLC•Honolulu, HI

3d•Onsite

About The Position

Hotel Equities, a multi-award-winning hotel development and hospitality management company, is seeking a dynamic, service-oriented Assistant Guest Services Manager to join our team. If you're passionate about hospitality, enjoy leading teams, and take pride in creating exceptional guest experiences, we'd love to meet you. As Assistant Guest Services Manager, you'll play an important role in supporting front office operations, developing associates, and ensuring guests receive welcoming, efficient, and personalized service throughout their stay. The Assistant Guest Services Manager is responsible for supporting the daily operations of the front desk and guest services team to ensure a seamless and positive guest experience. This position assists with supervising front office associates, maintaining service standards, resolving guest concerns, and ensuring efficient check-in, check-out, reservation, and payment processes. Working closely with hotel leadership and other departments, the Assistant Guest Services Manager helps maintain operational efficiency, supports associate training and development, and promotes a culture of exceptional hospitality and guest satisfaction.

Requirements

High school diploma or equivalent required.
Previous hotel front desk experience required.
Strong customer service, communication, and interpersonal skills.
Ability to lead, coach, and motivate associates while maintaining a positive team environment.
Strong problem-solving skills and the ability to resolve guest concerns professionally.
Basic mathematical, cash handling, and financial reconciliation skills.
Proficiency with computers, hotel operating systems, and standard office equipment.
Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
Ability to communicate effectively with guests, associates, and hotel leadership.
Ability to work flexible hours, including evenings, weekends, and holidays, based on business needs.

Nice To Haves

Previous supervisory or leadership experience preferred.
Experience with Marriott, Hilton, IHG, Wyndham, Hyatt, or similar hotel brand standards preferred.
Experience with Hotel Property Management Systems (PMS)
Experience with hotel reservation and guest management systems
Experience with Marriott, Hilton, IHG, Wyndham, Hyatt, or similar brand operating systems
Experience with Point-of-Sale (POS) and payment processing systems
Experience with Microsoft Office Suite
Experience with Hotel loyalty and guest recognition platforms
Experience with Cash handling and financial reporting systems

Responsibilities

Assist with supervising daily front desk operations to ensure efficient service and a welcoming guest experience.
Train, coach, and support front desk associates to maintain consistent service standards and operational procedures.
Provide guidance, feedback, and support to associates while addressing performance concerns and assisting with problem resolution.
Greet and assist guests throughout the arrival, stay, and departure experience.
Oversee accurate and efficient guest check-in, check-out, reservation, and payment processes.
Respond promptly and professionally to guest questions, concerns, and complaints, ensuring timely resolution and appropriate follow-up.
Promote hotel loyalty programs, recognize member benefits, and encourage guest participation.
Maintain accurate guest records, reservation details, billing information, and payment documentation.
Monitor cash handling procedures, house banks, deposits, and daily financial transactions to ensure accuracy and compliance.
Support room revenue opportunities through room upgrades, upselling, and promotion of hotel amenities and services.
Maintain knowledge of hotel accommodations, amenities, services, and local attractions to provide helpful recommendations to guests.
Coordinate guest requests, including luggage assistance, transportation, wake-up calls, messages, and other services as applicable.
Communicate effectively with housekeeping, maintenance, sales, accounting, and other departments to ensure smooth hotel operations.
Maintain accurate shift reports, communication logs, and operational documentation to support effective shift transitions.
Monitor guest billing, credit authorization, and inventory control procedures to ensure compliance with company standards.
Ensure guest privacy, confidentiality, safety, and security procedures are consistently followed.
Assist with emergency situations and support other departments when needed.
Follow all company, hotel brand, safety, and operational policies and procedures.
Perform other duties as assigned.