Guest Services Manager-Maui Seaside Hotel - Kahului, Maui HI

Hotel Equities•Kahului, HI

6h•Onsite

About The Position

The Guest Services Manager assists in the operation of the Front Office, encompassing guest services, group bookings/coordination, meeting requirements, and administrative tasks assigned by the General Manager. These administrative tasks include AP entries, payroll hours, tracking, and timely month-end reports. The role also involves leading the Health and Safety Committee and serving as the Associate Cultural Champion, responsible for recognizing special occasions and organizing associate events. The manager is expected to respond professionally and courteously to arriving, departing, and in-house guests by providing accurate and timely information and services, offering warm, knowledgeable service and helpful guidance.

Requirements

High School diploma /Secondary qualification or equivalent.
Must be able to speak, read, write and understand the primary language(s) used in the workplace.
Must be able to read and write to facilitate the communication process.
Requires good communication skills, both verbal and written.
Must possess basic computational ability.
Must possess basic computer skills.
Extensive knowledge of the hotel, its services and facilities; General knowledge of the city where hotel is located and its attractions.
Being passionate about people and service.
Strong communication skills are essential when interacting with guests and employees.
Reading and writing abilities are used often when completing paperwork, logging issues/complaints/requests/ information updates, etc.
Basic math skills are used frequently when handling cash or credit.
Problem-solving, reasoning, motivating, and training abilities are often used.

Nice To Haves

Front Desk / Supervisor / Management Experience a plus.

Responsibilities

Manage and lead the operations of the front desk/night audit to ensure an optimal level of service and hospitality is provided to the guests.
Be self-motivated and use time wisely.
Manage the Human Resources in the group in order to attract, retain and motivate the employees; hire, train, develop, empower, coach and counsel, conduct performance and salary reviews, resolve problems, provide open communication vehicles, discipline and terminate, as appropriate.
Prepare department schedules in accordance with labor standards, forecasted occupancy and business needs.
Be available to cover vacation days and time off requests.
Greet and welcome guests upon arrival. Register guests into the computer, verifying reservation, address, and credit information.
Promptly responds and resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
Promote “preferred” guest program and provide recognition and benefits to all current members.
Accept payment for guests’ accounts both at the time of registration and at checkout.
Answer telephone promptly and properly being polite, courteous, and friendly.
Be knowledgeable and helpful about the local area, the hotel and hotel services.
Be an enthusiastic, helpful and positive member of the team.
Be professional, responsible and mature in conduct and behavior.
Be understanding of, encouraging to and friendly with all co-workers.
Maintain open line of communications with each department.
Respond positively to new ideas.
Openly accept critical/developmental feedback.
Be available to help other departments in emergency situations.
Adhere to all work rules, procedures and policies established by the company including, but not limited to those contained in the associate handbook.
Properly handle and account for keys.
Leads the Health and Safety Committee, Binder/Documentation.
Be knowledgeable of policies regarding emergency procedures and security concerns Promote an accident prevention program to minimize liabilities and related expenses.
Perform other assignments as directed by the General Manger.
Identifies and records special billing instructions.
Clear Accounts Receivables monthly.
AP Invoice entry.
Proofs payroll hours timely for all departments.
Responsible for tracking and balancing accounts.
Assists in month end accounting tasks, including owner tracking information, OTA commissions, and balancing accounts before month end.
Assume the responsibilities of the General Manager in his/her absence.