Guest Services Manager (OEM)

Highgate Hotels • Honolulu, HI

4d • Onsite

About The Position

The Guest Services Manager (OEM) assists Front Office leaders and provides attentive, courteous, and efficient service to guests before arrival and throughout their stay. The role resolves guest complaints and supports maximizing room revenue and occupancy. The position oversees guest services at the Front Desk, Coconut Club, Pool, and Front Drive, helps train and support Guest Services personnel, and coordinates with hotel departments and third-party companies to deliver a seamless guest experience.

Requirements

• High school diploma or equivalent required.
• At least 2 to 3 years of progressive experience in a hotel or related field recommended.
• Proficiency in Windows and company-approved spreadsheets and word processing.
• Effectively communicate verbally and in writing with employees and guests at all levels.
• Be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Be able to multitask and prioritize departmental functions to meet deadlines.
• Be effective in handling problems, including anticipating, preventing, identifying, and solving them.
• Be able to understand and apply complex information and data from various sources.
• Be able to cross-train in other hotel-related areas and maintain confidentiality.
• Be able to show initiative by anticipating guest or operational needs.
• Must be able to stand for the entire shift and work long hours.
• Light physical work requiring exertion of up to 20 pounds occasionally and/or up to 10 pounds frequently or constantly to lift, carry, push, pull, or otherwise move objects.

Nice To Haves

• College coursework in a related field is helpful.
• Previous supervisory responsibility preferred.

Responsibilities

• Provide attentive, friendly, courteous, and efficient hospitality at the Front Desk, Coconut Club, Pool, and Front Drive.
• Respond to guest requests, problems, complaints, and accidents, and follow up to ensure guest satisfaction.
• Assist with employee morale, train Guest Services personnel, and help develop and implement training programs.
• Maintain professional working relationships and open communication with managers, employees, other departments, and third-party employees.
• Operate the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
• Understand and assist with emergency procedures; complete shift checklist duties in a timely manner.
• Manage the issued house bank and ensure accurate Front Desk cash handling.
• Monitor key control and hotel security.
• Maximize room revenue through the property-approved upsell system.
• Monitor proper operation of the P.B.X. console and ensure employees follow Highgate Hotel S.O.P.'s for its use.
• Greet and welcome guests at the Front Desk and ensure implementation of hotel policies and house rules.
• Perform check-ins and checkouts and confirm that standard operating procedures are followed.
• Maintain a log of rooms in out-of-order status; authorize and sign adjustments and paid outs over the limit; oversee discrepancy reports and follow-through.
• Coordinate daily operations with housekeeping and third-party companies.
• Operate radios professionally and ensure proper radio etiquette.
• Log and deliver messages, packages, and mail in a timely and professional manner.
• Stay informed about current rates, packages, and promotions, and follow and enforce hotel credit policies.
• Ensure employees and third-party employees provide attentive, helpful, and courteous service.
• Keep the team focused on its contribution to Guest Service and audit scores, and assist with sign-off of Guest Services Service Standards by Position.
• Review Front Office log books and Guest Request logs daily, and monitor appropriate service delivery systems.
• Block rooms for special groups, arrivals, airline crew, and other needs.
• Participate in room inspection programs and regularly train and cross-train new hires, current employees, and third-party employees.
• Attend required hotel meetings and trainings, participate in Manager on Duty coverage as required, and perform other duties requested by management.
• Maintain regular attendance, professional appearance and grooming, confidentiality, safe and efficient operations, and a warm, friendly demeanor.
• Multitask, prioritize departmental functions, handle and resolve problems, cross-train in other hotel areas, and anticipate guest or operational needs.

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: Mid Level
• Education Level: High school or GED