Director of Guest Services

Highgate Hotels • Honolulu, HI

1d

About The Position

The Director of Guest Services is responsible for ensuring the attentive, friendly, efficient, and courteous operation of the Front Office, Guest Relations, Reservations, and Bell/Valet partners. The role drives guest satisfaction initiatives, monitors key metrics to continually improve the guest experience, provides general oversight of multiple departments, and directly oversees the day-to-day operation of the Front Office. The position also provides strategic oversight of Reservations, working with Revenue Management to optimize occupancy, ADR, booking performance, and pre-arrival guest service.

Requirements

• At least 6 years of progressive experience in a hotel or related field; alternatively, a 4-year college degree and at least 2 years of related experience, or a 2-year college degree and at least 4 years of related experience.
• Previous management experience required.
• Proficiency in Windows, company-approved spreadsheets, and word processing.
• Ability to communicate effectively verbally and in writing with employees and guests at all levels.
• Ability to listen to, understand, and clarify concerns raised by employees and guests.
• Ability to multitask, prioritize departmental functions, and meet deadlines.
• Ability to handle, anticipate, prevent, identify, and solve problems effectively.
• Ability to understand and evaluate complex information and data from various sources.
• Ability to maintain confidential information.
• Ability to maintain regular attendance and comply with hotel standards and regulations.

Nice To Haves

• College degree preferred.

Responsibilities

• Ensure guest requests, problems, complaints, and accidents are handled courteously and efficiently, and follow up to confirm guest satisfaction.
• Conduct interviews and follow hiring procedures; support Human Resources recruiting efforts and ensure managers follow hiring standards.
• Develop employee morale, ensure training, maintain open communication, and support employee and associate satisfaction.
• Implement Highgate Hotel policies, house rules, SOPs, and service standards; monitor completion of training checklists.
• Monitor oversold dates, room inventory, occupancy, rate variance, credit reports, house count, and daily selling status to maximize room revenue.
• Complete monthly forecasts, monitor expenses and labor, maintain department schedules, payroll, and commissions, and help maximize profit and budgeted productivity.
• Tour operating departments daily, greet employees, and solicit feedback.
• Conduct performance reviews and regular meetings with managers and employees, and prepare department heads for succession through development.
• Monitor and support guest satisfaction surveys and social media platforms; ensure effective processes and response times for guest-interactive tools such as texting, apps, and social media.
• Work with the Hotel Manager and General Manager to prepare departmental annual budgets.
• Operate Front Office computer systems, including software maintenance, report generation and analysis, and simple programming.
• Partner with department heads and third-party companies to identify efficiencies and ensure operational synergy.
• Maintain the key control system and monitor VIPs, special guests, group requests, and personalized guest recognition initiatives.
• Participate in Lobby Ambassador coverage and Manager on Duty coverage as required.
• Provide strategic oversight of Reservations, ensuring accuracy, efficiency, revenue optimization, and exceptional pre-arrival service.
• Monitor reservation trends, pickup pace, booking channels, and inventory controls in partnership with Revenue Management.
• Analyze reservation performance metrics and implement improvements to conversion, guest satisfaction, and operational efficiency.
• Champion VIP arrivals, special occasions, repeat guest recognition, and personalized service initiatives.
• Attend required hotel meetings and training, maintain regular attendance and professional appearance, and perform other duties requested by management.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Short-term and long-term disability insurance
• 401(k) retirement plan with employer matching contributions
• Paid holidays
• Paid vacation
• Paid sick leave in accordance with applicable law
• Employee assistance program (EAP)
• Educational opportunities and tuition reimbursement
• Paid jury duty leave
• Personal leave, medical leave, and military leave in accordance with applicable law

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed