Guest Services Manager (OEM)

The Twin Fin • Honolulu, HI

5d • 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 the maximization of room revenue and occupancy. It oversees guest services across the Front Desk, Coconut Club, Pool, and Front Drive, and works with hotel departments and third-party employees to deliver a seamless guest experience. The position also supports employee training, service standards, hotel security, cash handling, and Front Office operations.

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 spreadsheet and word-processing applications.
• Effective verbal and written communication with employees and guests at all levels.
• Ability to listen to, understand, and clarify concerns raised by employees and guests.
• Ability to multitask and prioritize departmental functions to meet deadlines.
• Ability to handle problems, apply complex information from various sources, and maintain confidentiality.
• Must be able to stand for the entire shift and work long hours.
• Light 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.
• Previous supervisory responsibility.

Responsibilities

• Maintain attentive, friendly, courteous, and efficient hospitality at the Front Desk, Coconut Club, Pool, and Front Drive.
• Respond to guest requests, problems, complaints, and accidents promptly and courteously, and follow up to ensure satisfaction.
• Assist with employee morale and training of Guest Services personnel.
• 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.
• Know and assist with emergency procedures.
• Complete and ensure timely completion of shift checklist tasks and duties.
• Manage the issued house bank and ensure accurate Front Desk cash handling.
• Monitor key control to maintain hotel security.
• Maximize room revenue using 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 according to Highgate Hotel S.O.P.s.
• Implement Highgate Hotel policies and house rules, and understand hospitality terms.
• Perform check-ins and checkouts and ensure applicable S.O.P.s are followed.
• Train new employees and help develop and implement training programs, including regular training and cross-training of new hires, current employees, and third-party employees.
• Maintain a log of rooms in out-of-order status.
• Authorize and sign adjustments and paid outs over the limit.
• Oversee the discrepancy report and monitor follow-through.
• Work closely with housekeeping on daily operations.
• Work with third-party companies to help provide seamless and enjoyable guest experiences.
• Use radios efficiently and professionally and ensure proper radio etiquette within the department.
• Ensure timely, professional logging and delivery of messages, packages, and mail.
• Stay informed about current rates, packages, and promotions.
• Follow and enforce Highgate Hotel credit policies.
• Ensure employees, including third-party employees, remain attentive, friendly, helpful, and courteous to guests, managers, and other employees.
• Ensure the team understands and focuses on its contribution to Guest Service and audit scores.
• Assist with sign-off of Guest Services Service Standards by Position.
• Review Front Office log books and the Guest Request log daily.
• Monitor appropriate service delivery systems.
• Block rooms for special groups, arrivals, airline crew, and other designated guests.
• Participate in room inspection programs.
• Attend required hotel meetings and trainings and participate in MOD coverage as required.
• Maintain regular attendance, proper uniform and nametag, and high standards of personal appearance and grooming.
• Support safe and efficient hotel operations, maximize productivity, identify problem areas, and assist with solutions.
• Handle problems by anticipating, preventing, identifying, and resolving them; show initiative in anticipating guest and operational needs.
• Cross-train in other hotel-related areas, maintain confidentiality, and perform other duties as requested by management.

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