Guest Services Mgr

Alohilani Resort Waikiki Beach
US - Hawaii - /Hawaii/US
June 27, 2024

Compensation Type:
Yearly Highgate Hotels:

Highgate is a premier real estate investment and hospitality management company widely recognized as an innovator in the industry.
Highgate is the dominant player in U.S.
gateway markets including New York, Boston, Miami, San Francisco and Honolulu, with a rapidly expanding presence in Europe, Latin America, and the Caribbean.
Highgate's portfolio of global properties represents an aggregate asset value exceeding $20B and generates over $5B in cumulative revenues.
The company provides expert guidance through all stages of the hospitality property cycle, from planning and development through recapitalization or disposition.
Highgate also has the creativity and bandwidth to develop bespoke hotel brands and utilizes industry-leading proprietary revenue management tools that identify and predict evolving market dynamics to drive out performance and maximize asset value.
With an executive team consisting of some of the industry's most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands.
Highgate maintains corporate offices in London, New York, Dallas, and Seattle.

Location:

The all-new, vibrant 'Alohilani Resort Waikiki Beach blends indoor and outdoor luxury to elevate the experience of Oahu resorts.
Every space has been envisioned by award-winning design firm, Rockwell Group.
Fresh, welcoming and relaxing, it's an oasis of tranquility in the heart of Waikiki.

Experience our spacious, welcoming lobby and captivating 280,000 gallon Oceanarium unique to Honolulu resorts.
Coming soon, the destination pool deck with private cabanas will offer a saltwater infinity pool, a shallow-water pool and club for kids, and a pool bar that seamlessly transitions from day to night.
With a location steps from Waikiki Beach, it's where Hawaii vacations turn moments into memories.

Our resort is proudly named in honor of Queen Lili'uokalani, the last reigning monarch of the Hawaiian Kingdom.
Beloved by her people, she was a music composer, an author and an ardent supporter of her culture.
Her spirit is infused into the resort, which shares the same privileged location as her beachside home Ke'alohilani, meaning the royal brightness.
Welcome to a fresh perspective on resorts in Waikiki.
'Alohilani Resort Waikiki Beach.

Overview:

The Guest Services Manager is responsible for ensuring the operation of the Guest Services, Concierge and Uniformed Services/Transportation in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy.

Responsibilities:

Respond to all guests' requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner.
Follow up to ensure guest satisfaction.
Motivate, coach, counsel and discipline all Guest Services personnel according to Highgate Hotel S.O.P.'s.
Carry a cell phone at all times.
Prepare and conduct all Guest Services interviews and follow hiring procedures according to Highgate Hotel S.O.P.'s.
Develop employee morale and ensure training of Guest Services personnel.
Maximize room revenue and occupancy by reviewing status daily.
Analyze rate variance, monitor credit report and maintain close observation of daily house count.
Monitor selling status of house daily, i.e.
flash report, allowances, etc.
Attend daily and monthly Rooms Merchandizing meetings.
Participate in required M.O.D.
program as scheduled.
Review Guest Services staff's worked hours for payroll compilation and submit to Accounting on a timely basis.
Prepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements.
Ensure that no-show revenue is maximized through consistent and accurate billing.
Maintain Highgate Hotel S.O.P.'s regarding Purchase Orders, vouchering of invoices and checkbook accounting.
Ensure that Wage Progress, Productivity and the Ten Day Forecast are completed on a timely basis according to Highgate Hotel S.O.P.'s.
Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
Work closely with Accounting on follow-up items, i.e., returned checks, rejected credit cards, employee discrepancies, etc.
Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
Monitor proper operation of the P.B.X.
console and ensure that employees maintain Highgate Hotel S.O.P.'s in its use.
Ensure staff greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel S.O.P.'s.
Ensure implementation of all Highgate Hotel policies and house rules.
Understand hospitality terms.
Ensure sign off of all Service Standards by Position for Guest Service.

Read the full job description and apply online on the recuiter's web-site

Related Job Postings

Part Time Sales - Interview Now - Work from Home

Vector Marketing

United States - HI - HI - Waimea
June 29, 2024

Vector Marketing is filling part time sales positions. • Primary responsibilities include working with customer, selling our Cutco products, and writing up any orders. • There is a base pay not based on sales, but reps have an opportunity to earn more based on commission. • Previous experience is...

Find Jobs Hiring Now Near You!

Get Jobilize Job Search Mobile App Now