Rooms Admin - Guest Services Manager

Halekulani Hotel • Honolulu, HI

1d

About The Position

As an integral part of a team, Guest Services Manager must be a leader, detail-oriented, organized, resourceful, and a team player to his/her role. The Guest Services Manager is responsible for directing all duties from opening to closing the hotel on a daily basis, interacting with all departments, patrons, employees, handling Japanese V.I.P. guests and dignitaries, and handling emergency situations with a focus on always ensuring that guests receive the best service and satisfaction during their visit. Responsible for training and retraining as well as conducting performance evaluation. This position also requires customary and regular exercise of independent judgment and discretionary powers in the day-to-day performance of job duties. ESSENTIAL FUNCTIONS Serves as a liaison between Hotel and Guests, while maintaining a high level of guest service. Meet, greet and make guests feel welcomed. Champions a super-user role responsibility of hotel operating system(s). Display a pro-active and leading role in terms of service, culture, development, team image, systems, procedures and skill development. Respond to guest needs and complaints with positivity, conduct thorough research to develop the most effective solutions. Keep updated on Japanese economy and tourism trends. Handles Assistant Manager related responsibilities with Japanese speaking guests and partnering with Front Office Manager on projects to enhance service to Japanese guests during their stay. Fosters a positive working environment with all departments and employees through effective communication and being present. Responds to all hotel emergencies as first responder. Knows all safety and understands emergency procedures. Understand accident prevention policies. Ensure yearly Safety duties are completed (hurricane/fire drills). Assist with revising, translating and proofreading hotel forms and document in Japanese. Reviews Japanese language brochures promoting the hotel and handing written correspondences with guests. Assists Human Resources in screening applicants with Japanese ability in interviews and developing and promoting Japanese programs for employees on cultural awareness and language enhancement Maintains current and comprehensive knowledge of: Activities available in the city, including Theater, Arts, Special exhibits, Concerts, Shows, Sports, Leisure activities, Sightseeing tours, etc. Close contacts with people in areas that provide information, ticketing, reservations, etc. The proper handling of messages, mail, faxes, telefaxes, packages, flowers, etc. All Hotel outlets, their hours of operation, ambience, menu selection and price range. Hotel features, services, and phone extensions. All menu items, specials, liquor brands, and non-alcoholic selections available in the outlets. Recommends attraction, entertainment or facilities within or outside the property, gives accurate direction, and books reservation. Greets and acknowledges arriving /departing guests. Anticipates guests’ needs, respond promptly. Respond to guest request via application (ALICE) Maintain accurate petty cash bank, vendor and office supplies. Works closely with all other hotel departments such as, Reservations, Sales, Housekeeping, Engineering, etc. to ensure that hotel services are coordinated to provide the best in guest and employee satisfaction. Establish rapport with frequent visitors; keeps Guest History updated for future reference. Maintain cleanliness, sanitation, and organization of work-related areas at all time. Attends meetings, briefings, hotel activities and training sessions required. Suggests and implements ideas for enhancing guest experience. Be the “eyes and ears “for security of the Hotel. Performs other related duties as may be required or assigned.

Requirements

• High school diploma or equivalent vocational training certificate. College degree in business preferred.
• Minimum two (2) years of experience in guest service and Front Office operations in a luxury hotel required.
• Any combination of education and experience which would provide the necessary knowledge, skills, and abilities to meet the minimum qualifications to perform the essential functions of this position.
• First Aid/CPR/AED
• Liquor Commission Manager Card
• Must have knowledge in hotel PMS system.
• Proficiency in MS and windows operating system.
• Speaks, reads, and writes proper English.
• Speaks, reads, and writes proper Japanese.
• Must be knowledgeable of Asian culture, especially in Japan.
• Ensure familiarity with all Hotel services and features.
• Friendly, outgoing personality and professional demeanor.
• Ability to work independently, deal with interruptions and to successfully manage multiple tasks.
• Excellent communication skills, including face to face, email and written correspondence.
• Working knowledge of basic office machines and computer software (word, excel, outlook) and use of application.
• Basic mathematical skills.
• Ability to anticipate guest needs; respond promptly and acknowledge all guests.
• Ability to research, locates, organize, and retrieve resources and information relating to guest needs/request.
• Creativity to solve new or unique problems.
• Ability to input and access information in a property management system/application.
• Must have ability to work harmoniously in a team setting with fellow workers, and guests and management.
• Must be highly organized, detail-oriented and have the ability to multi-task.
• Must exhibit a poised and professional image and good voice image.
• Must be able to work various days and/or evenings including weekends and holidays as operation dictate.

Nice To Haves

• College degree in business preferred.

Responsibilities

• Serves as a liaison between Hotel and Guests, while maintaining a high level of guest service.
• Meet, greet and make guests feel welcomed.
• Champions a super-user role responsibility of hotel operating system(s).
• Display a pro-active and leading role in terms of service, culture, development, team image, systems, procedures and skill development.
• Respond to guest needs and complaints with positivity, conduct thorough research to develop the most effective solutions.
• Keep updated on Japanese economy and tourism trends.
• Handles Assistant Manager related responsibilities with Japanese speaking guests and partnering with Front Office Manager on projects to enhance service to Japanese guests during their stay.
• Fosters a positive working environment with all departments and employees through effective communication and being present.
• Responds to all hotel emergencies as first responder.
• Knows all safety and understands emergency procedures.
• Understand accident prevention policies.
• Ensure yearly Safety duties are completed (hurricane/fire drills).
• Assist with revising, translating and proofreading hotel forms and document in Japanese.
• Reviews Japanese language brochures promoting the hotel and handing written correspondences with guests.
• Assists Human Resources in screening applicants with Japanese ability in interviews and developing and promoting Japanese programs for employees on cultural awareness and language enhancement
• Maintains current and comprehensive knowledge of: Activities available in the city, including Theater, Arts, Special exhibits, Concerts, Shows, Sports, Leisure activities, Sightseeing tours, etc. Close contacts with people in areas that provide information, ticketing, reservations, etc. The proper handling of messages, mail, faxes, telefaxes, packages, flowers, etc. All Hotel outlets, their hours of operation, ambience, menu selection and price range. Hotel features, services, and phone extensions. All menu items, specials, liquor brands, and non-alcoholic selections available in the outlets.
• Recommends attraction, entertainment or facilities within or outside the property, gives accurate direction, and books reservation.
• Greets and acknowledges arriving /departing guests.
• Anticipates guests’ needs, respond promptly.
• Respond to guest request via application (ALICE)
• Maintain accurate petty cash bank, vendor and office supplies.
• Works closely with all other hotel departments such as, Reservations, Sales, Housekeeping, Engineering, etc. to ensure that hotel services are coordinated to provide the best in guest and employee satisfaction.
• Establish rapport with frequent visitors; keeps Guest History updated for future reference.
• Maintain cleanliness, sanitation, and organization of work-related areas at all time.
• Attends meetings, briefings, hotel activities and training sessions required.
• Suggests and implements ideas for enhancing guest experience.
• Be the “eyes and ears “for security of the Hotel.
• Performs other related duties as may be required or assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED