MK Guest Services Manager

Human Resources Team•Waimea, HI

4d•$70,000 - $90,000

About The Position

The MK Guest Services Manager is responsible for guest satisfaction across the resort, with particular emphasis on Beach, Front Office, and Housekeeping operations. The manager builds and maintains relationships with hotel guests, residential guests, and club members to enhance their experience, ensures assigned operations follow established procedures, and coordinates with other hotel departments to serve guests and members. The role helps develop departmental policies and procedures, coordinates guest amenities and activities, and handles requests and complaints. It also involves coaching, training, supervising, evaluating, and managing staff; supporting department heads with scheduling, labor, expenses, staffing, and payroll; and maintaining safety standards. The manager attends department and resort management meetings and helps maintain communication boards and supplies and equipment inventory. Work takes place in normal office conditions as well as outdoors in varying weather and ocean conditions, including beach and hotel property areas. The position requires a schedule set by the Hotel Manager, long and irregular hours, and the ability to work more than 50 hours in a week. Duties include greeting and escorting guests, traveling between resort hotels, parking and retrieving guest vehicles, and driving an electric cart to shuttle guests.

Requirements

Four-year college education or equivalent related work experience.
Six years of related work experience.
Skills to effectively supervise and manage the department and meet goals.
Ability to investigate and resolve complaints promptly.
Ability to prioritize and organize workload to meet deadlines.
Ability to manage stressful and challenging situations.
Ability to communicate effectively in person, by telephone, and in writing with guests, employees, and vendors.
Ability to effectively share information at meetings and with affected employees and departments.
Ability to train employees and assist in writing manuals, notices, and memos.
Ability to stand and walk during most of the shift, bend, reach, and lift and carry up to 50 pounds to assist with luggage, and sit at a desk for administrative duties.
Proficiency with computers, resort word-processing, spreadsheet, and other required software.

Nice To Haves

Completed training to respond to emergencies, including CPR/First Aid and First Responder training.
Driver’s license.

Responsibilities

Help develop policies and standard operating procedures for supported departments.
Coordinate amenities and activities across departments to enhance the guest experience.
Build and maintain relationships with guests and members.
Handle guest requests and complaints promptly.
Communicate special guest requests to the appropriate department and ensure they are handled properly.
Ensure safety training and standards are maintained and procedures are followed.
Promote the hotel, facilities, and services.
Conduct daily coaching and walkthroughs to ensure team members provide high levels of guest service.
Train, supervise, evaluate, counsel, and discipline department staff as appropriate during Manager on Duty shifts.
Support department heads with scheduling and management of labor and other operating expenses.
Review, approve, and verify department staffing and payroll.
Attend regular department and resort management meetings.
Help maintain department communication boards and inventory of supplies and equipment.
Greet and escort guests, including travel between hotels on the resort.
Park and retrieve guest vehicles and drive an electric cart to shuttle guests within the property.
Perform other related duties as assigned or required.