Front Office - Overnight Guest Relations Manager

Hotels & Resorts Of Halekulani-posted about 1 year ago
$63,955 - $63,955/Yr
Full-time • Mid Level
Honolulu, HI
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The Overnight Guest Relations Manager at Halepuna Waikiki plays a crucial role in enhancing the guest experience by providing exceptional service and acting as a liaison between hotel and non-hotel services. This position oversees the front office team, ensuring efficient operations, training staff, and addressing guest requests and concerns. The manager is responsible for maintaining high service standards and fostering a positive work environment while managing various administrative tasks related to guest relations and hotel operations.

  • Serve as a liaison between hotel and guests, maintaining high levels of guest service.
  • Meet, greet, and make guests feel welcomed.
  • Champion a super-user role for hotel operating systems such as HMS.
  • Field guest complaints and conduct thorough research to develop effective solutions.
  • Manage and develop the performance of the operations team, including hiring, onboarding, and evaluations.
  • Respond to hotel emergencies as the first responder and understand safety procedures.
  • Ensure yearly Front Office manuals are updated and safety duties are completed.
  • Draft, update, and enforce Standard Operating Procedures for the front office team.
  • Assist with payrolls, monthly financials, and reconciliation of invoices.
  • Coordinate all aspects of VIP and return guest reservations, including special requests and billing arrangements.
  • Maintain comprehensive knowledge of local activities and hotel services.
  • Handle cash transactions and maintain accurate petty cash records.
  • Work closely with other hotel departments to ensure coordinated services.
  • Establish rapport with frequent visitors and maintain Guest History records.
  • Maintain cleanliness and organization of work areas.
  • Attend meetings, briefings, and training sessions as required.
  • Suggest and implement ideas for enhancing guest experience.
  • High school diploma or equivalent vocational training certificate.
  • Minimum two years of supervisory experience in the Hospitality Operations industry, with emphasis on hotel front operations.
  • Knowledge of hotel PMS system and proficiency in MS and Windows operating systems.
  • Excellent communication skills in English; proficiency in Japanese is highly preferred.
  • Ability to work independently and manage multiple tasks effectively.
  • Strong organizational skills and attention to detail.
  • Experience in hospitality management or guest relations.
  • Knowledge of local attractions and events in Honolulu.
  • Competitive salary of $63,955.30 per year.
  • Full-time employment with opportunities for professional development.
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