Guest Services Manager
About The Position
Sheraton Kauai Coconut Beach Resort is seeking a motivated, guest-focused Guest Services Manager to oversee the day-to-day operations of the guest services department. The manager leads the front desk, concierge, and bell staff, supports smooth check-in and check-out, and ensures guests receive a high level of service and satisfaction. The position involves handling guest inquiries and concerns, responding to feedback, resolving complaints, and working with other departments to improve the overall guest experience. The Guest Services Manager trains and mentors staff, and implements and maintains guest service standards and procedures. The role is based at a beachfront resort in Kauai, Hawaii. The posting describes a competitive salary, benefits, career-growth opportunities, and a sign-on bonus incentive plan of $150 at hire, $300 after 90 days, and $500 at six months.
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; 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.
- 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.
Benefits
- Sign-on bonus incentive: $150 at hire, $300 after 90 days, and $500 at six months.
- Multiple tiers of medical coverage.
- Dental and vision coverage.
- 24/7 Teledoc service.
- Free maintenance medications.
- Pet insurance.
- Hotel discounts.
- Tuition reimbursement.
- Paid time off for vacation, sick leave, bereavement, and holidays.
- 401(k) match.
- Opportunities for career growth.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
