Guest Service Manager - #1598219

Hilton Waikiki Beach


Date: 6 months ago
City: Honolulu, HI
Contract type: Full time
With the Director of Front Office, the Guest Services Manager provides First Choice Service while leading the Front Office and related departments. Acts as the Manager on Duty in the absence of the Director of Front Office. Develops and implements strategies and services which meet the needs of owners, team member and guests. Provides high quality guest service while generating maximum revenue for the department.

Job Responsibilities:

  • -Participates in the development of business strategies which are aligned with the overall objectives of the hotel
    -Develops and implements strategies for front office, PBX, and security that support achievement of the hotels goals
    -Monitors status regularly and adjusts strategies as appropriate
    -Manages the operation of the front office/front services and related areas during assigned shift
    - Creates a positive first impression for customers in front office areas
    -Develops and implements processes and procedures for assigned departments which support achievement of service and financial goals
    -Analyzes business forecasts and schedules accordingly
    -Ensures front desk handles billing and cash in accordance with hotel s standards
    -Creates a Be Hospitable Environment by providing team members with the training and resources they need to maximize employee engagement
    -Communicates and reinforces the Be Hospitable vision to team members
    -Uses teamwork to support guests and team members
    -Seeks opportunities to improve the customer experience by seeking customer feedback and reviewing management reports and developing strategies to improve department and hotel services
    -Provides associates with the tools, training and environment they need to deliver Be Hospitable service and teamwork
    -Develops and implements strategies and practices which support employee engagement
    -Recruits, selects, and trains qualified candidates for Guest Service Agents, Auditors, and PBX positions.
    -Provides team members with the orientation and training needed to understand expectations and perform job responsibilities
    -Communicates performance expectations and provides employees with on-going feedback
    -Provides employees with coaching and counseling as needed to achieve performance objectives and reach their fullest potential
    -Performs Administrative Duties
    -Prepares weekly department schedules
    -Performs monthly inventory of supplies and prepares purchase orders for needed supplies
    -Prepares bi-weekly payroll for areas of responsibility
    -Prepares and delivers appraisals.
    -Perform related duties as assigned by Director of Front Office
    -Maintain compliance with all company and brand policies and procedures.
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