Guest Services Manager - Club Wyndham Waikiki Beach Walk
About The Position
The Guest Services Manager oversees all aspects of the Guest Services department at Club Wyndham Waikiki Beach Walk. The role uses customer relations and leadership skills to make timely decisions, resolve problems, deliver a high-quality guest experience, and maintain compliance with quality and financial standards. The manager builds positive relationships with owners, guests, the HOA, and operational departments, and responds to guest situations through written, phone, and face-to-face communication. The manager evaluates guest and associate survey data and develops processes to improve guest experience and associate satisfaction. They hire, train, motivate, recognize, coach, and develop associates, and ensure appropriate staffing and scheduling. The role also manages room inventory and guest accounts, coordinates group and front-office requirements, oversees internal audits and departmental compliance, and supports financial management, budgeting, cost control, and retail inventory appearance.
Requirements
- Two to three years of management experience at a hotel or resort.
- Three to five years of hospitality customer service experience.
- Understanding of resort financials.
- Strong leadership skills, including the ability to coach, mentor, and train staff effectively.
- Excellent communication skills.
- Proficiency with Microsoft Excel, Word, Outlook, and similar computer applications.
Responsibilities
- Oversee all aspects of the Guest Services department and deliver a high-quality guest experience while maintaining compliance with quality and financial standards.
- Build and maintain positive relationships with owners, guests, the HOA, and operational departments.
- Provide guest service, assistance, and resolution through written, phone, and face-to-face communication.
- Evaluate guest and associate survey data and develop processes to improve guest experience and associate satisfaction.
- Hire, train, motivate, recognize, coach, and develop Guest Services associates through incentives and training plans.
- Ensure proper staffing and scheduling for maximum productivity.
- Maintain room inventory to achieve the highest possible room occupancy percentage.
- Manage guest accounts to ensure correct rates are applied, required rate authorization is obtained, and payment methods are received.
- Review incoming groups to ensure blocking needs and front-office requirements are met, and relay information to appropriate staff.
- Own and manage the Internal Audit process and ensure departmental compliance with Quality Assurance, Loss Prevention, and safety standards and procedures.
- Manage and support the department’s financial activities, including preparing the annual budget, identifying cost reductions and operational improvements, explaining variances, and analyzing expense data.
- Maintain cost control and the appearance of retail inventory.
Benefits
- Medical coverage
- Dental coverage
- Vision coverage
- Flexible spending accounts
- Life and accident coverage
- Disability coverage
- Paid volunteer time through Wish day
- 401(k) with employer match, subject to eligibility requirements
- Legal and identity theft plan
- Voluntary income protection benefits
- Wellness program, subject to provider availability
- Employee Assistance Program
- Depending on position, paid time off, parental leave, and holidays
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
