Guest Services Manager (OEM)
The Twin Fin
- Honolulu, HI
- $24.00-25.00 per hour
- Permanent
- Full-time
- Establish and maintain attentive, friendly, courteous and efficient hospitality at the Front Desk, Coconut Club, Pool and Front Drive.
- Respond to all guests’ requests, problems, complaints and/or accidents presented at the Front Desk or through Reservations, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
- Assist with development of employee morale and ensure training of Guest Services personnel.
- Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
- Fully comprehend and operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
- Assist Guest Relations Manager in ensuring that employees are following and maintaining standards (i.e., answering phones, callbacks to guests, guest request log).
- Have knowledge of and assist in all emergency procedures as required.
- Be able to perform, completed and ensure that all tasks and duties on the shift checklist are completed in a timely and efficient manner.
- Responsible for issued house bank.
- Monitor key control to maintain hotel security
- Ensure the maximization of room revenue through property approved upsell system.
- Monitor proper operation of the P.B.X. console and ensure that employees maintain Highgate Hotel S.O.P.'s in its use.
- Establish and maintain good communications and teamwork with fellow employees and third party employees.
- 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.
- Perform check-ins and checkouts; confirm that all SOP’s are being followed properly.
- Train new employees, help to develop and implement training programs.
- Maintain log of rooms in “out of order” status.
- Authorize and sign adjustments and paid outs over the limit.
- Oversee discrepancy report and monitor follow-through.
- Work closely with housekeeping regarding daily operations.
- Work closely with third party companies to help deliver seamless and enjoyable guest experiences.
- Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.
- Ensure correct and accurate cash handling at the Front Desk.
- Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
- Be aware of all rates, packages and promotions currently underway.
- Follow and enforce all Highgate Hotel credit policies.
- Ensure that employees, including third party employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
- Ensure team understands and remains focused on their role in contributing to the Guest Service and audit scores.
- Assist with sign off of all Service Standards by Position for Guest Services staff.
- Monitor all V.I.P.'s, special guests and requests.
- Review Front Office log books and Guest Request log on a daily basis.
- Monitor all appropriate service delivery systems.
- Block rooms for special groups, arrivals, airline crew etc.
- Participate in Room Inspection programs.
- Assist in training and cross training of new hires, current employees, third party employees on a regular basis.
- High School diploma or equivalent required.
- At least 2 to 3 years of progressive experience in a hotel or a related field recommended.
- College course work in related field helpful.
- Must be proficient in Windows, Company approved spreadsheets and word processing.
- Previous supervisory responsibility preferred.
- Must have a valid driver's license for the applicable state.
- Expected work week of 47.5 hours
- Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
- Maintain a warm and friendly demeanor at all times.
- Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
- Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
- Must be able to multitask and prioritize departmental functions to meet deadlines.
- Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
- Resolve guest complaints effectively and efficiently.
- Attend all hotel required meetings and trainings.
- Participate in MOD coverage as required.
- Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
- Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
- Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
- Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
- Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
- For California Applicants Only