Guest Services Manager (OEM)

Highgate Hotels • Honolulu, HI

9d • 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 supports resolution of guest complaints while maximizing room revenue and occupancy, and oversees guest services at the Front Desk, Pool, and Front Drive. The manager helps train and support Guest Services personnel, maintains hotel operating standards and communication across departments, and ensures smooth daily 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 spreadsheets and word-processing applications.
• Valid driver's license for the applicable state.
• Ability to communicate effectively, verbally and in writing, 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 resolve guest complaints effectively and efficiently and handle problems by anticipating, preventing, identifying, and solving them.
• Ability to stand for the entire shift; long hours may sometimes be required.
• Ability to exert up to 50 pounds of force occasionally and/or up to 20 pounds frequently or constantly to lift, carry, push, pull, or otherwise move objects.
• Maintain regular attendance in accordance with hotel standards and scheduling needs.
• Maintain high standards of personal appearance and grooming, including wearing the proper uniform and nametag.
• Comply with hotel standards and regulations to support safe and efficient operations.

Nice To Haves

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

Responsibilities

• Maintain attentive, friendly, courteous, and efficient hospitality at the Front Desk, Pool, and Front Drive.
• Respond to guest requests, problems, complaints, and accidents promptly and professionally, and follow up to ensure guest satisfaction.
• Assist with employee morale, training, cross-training, and development 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.
• Help ensure employees follow Guest Relations and service standards, including phone answering, guest callbacks, and maintaining the guest request log.
• Understand and assist with emergency procedures.
• Complete and verify shift checklist duties in a timely and efficient manner.
• Manage the issued house bank, cash handling, and key control.
• Maximize room revenue through the approved upsell system.
• Monitor the P.B.X. console and ensure employees follow applicable operating procedures.
• Implement hotel policies and house rules; perform check-ins and checkouts and confirm standard procedures are followed.
• Train new employees and help develop and implement training programs.
• Maintain the log of rooms in out-of-order status, authorize and sign adjustments and paid outs over the limit, and oversee discrepancy reports and follow-through.
• Coordinate daily operations with Housekeeping and third-party companies.
• Use 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 credit policies.
• Ensure employees remain attentive, helpful, friendly, and courteous, and understand their contribution to guest service and audit scores.
• Assist with sign-off of Guest Services Service Standards by Position.
• Monitor VIPs, special guests, and guest requests; review Front Office log books and the Guest Request log daily.
• Monitor appropriate service delivery systems, block rooms for special groups, arrivals, and airline crews, and participate in room inspection programs.
• Participate in Manager on Duty coverage as required and attend required hotel meetings and trainings.
• 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
• Employee assistance program (EAP)
• Educational opportunities and tuition reimbursement
• Paid jury duty, personal, medical, 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