Guest Services Manager - OEM

Sheraton Kauai Coconut Beach Resort•Kapa‘a, HI

4d•$65,000 - $75,000

About The Position

The Guest Services Manager oversees the day-to-day operations of the guest services department at Sheraton Kauai Coconut Beach Resort. The role leads the front desk, concierge, and bell staff and ensures guests receive a high level of service and satisfaction. The manager handles guest concerns and special requests, supports staff development, monitors guest feedback, and works with other departments to improve the overall guest experience. The position offers a sign-on bonus of $150 at hire, $300 after 90 days, and $500 at six months. The stated salary range is $65,000–$75,000 per year.

Requirements

Previous experience in guest services or hotel management.
Excellent communication and interpersonal skills.
Strong leadership and team management abilities.
Proven ability to deliver exceptional guest service.
Attention to detail and ability to multitask in a fast-paced environment.
Proficiency in hotel management software and technology.
Positive attitude and passion for creating memorable guest experiences.

Nice To Haves

Bachelor's degree in Hospitality Management or a related field preferred; an equivalent combination of education, training, and directly related work experience is also accepted.

Responsibilities

Manage and lead the guest services team, including front desk, concierge, and bell staff.
Ensure smooth guest check-in and check-out processes.
Handle guest inquiries, concerns, and special requests in a timely and professional manner.
Train and mentor staff to deliver exceptional guest service.
Monitor and respond to guest feedback and reviews.
Collaborate with other departments to enhance the overall guest experience.
Implement and maintain guest service standards and procedures.
Resolve guest complaints and issues to ensure guest satisfaction.