Job Description
About The Role:
The Guest Services Manager ensures the smooth running of the property whilst on duty, through supervision and coordination of the front office.
What You'll Do:
- Daily Responsibilities:
- Review the “Log Report”, memos, emails, and Daily Function Sheet at the start of the shift.
- Log all incidences and occurrences during your assigned shift into the “Log Report”.
- Ensure that all duties of the “Guest Service Manager Daily Duties Check List” is completed.
- Respond to PBX’ all code red calls and handle as necessary
- Coordinate with various airlines regarding potential delayed flights. Obtain information, complete booking form, and inform all affected departments.
- Maintain various logs, including but not limited to: Airline/Porterage/Valet Fees and Coupons.
- Assist Reservations Department after hours and weekends, as needed.
- Maintain consistent communication with other departments and Managers.
- Maintain cleanliness of the front office area.
- Coordinate the work flow of the front office team to ensure that the front office is covered at all times, including meal breaks.
- Handles guests’ needs and complaints. Assist with guest discrepancies and resolve situations in a professional and positive manner ensuring all team members are providing extraordinary service.
- Supervise lobby and front of the house employees in the absence of the respective Department/Sub-department Heads.
- May perform other duties as assigned by the Front Office Management Team.
What You Bring:
- High school diploma or equivalent
- Minimum two (2) years of front desk, guest services or equivalent experience
- Working knowledge of hotel and front desk operations
- Excellent written and verbal communication skills
- Proven leadership skills, sound judgment and the ability to work well with a diverse staff.
Preferred Qualifications:
- Experience in a Union setting
- Hotel management experience
Why Join Our Team?
At the Ala Moana Hotel by Mantra, we believe that taking care of our guests starts with taking care of our team members. Here is a look at what we offer:
- Health & Wellness: Comprehensive Medical, Dental, Vision, and Drug coverage to keep you and your family healthy, plus access to our Employee Assistance Program (EAP) for mental health and wellness support.
- Time to Recharge: Paid vacation, sick leave, and holidays because we know that rest and balance matter.
- Getting Here: Parking options available and a bus subsidy to help offset your commute costs.
- Dining: Enjoy a complimentary meal during your shift in our Team Member Cafeteria.
- Looking Sharp: Uniforms provided or dry-cleaning allowance so you always feel your best.
- Travel Perks: Exclusive hotel discounts through Accor's global network of properties worldwide.
- Growth & Development: Access to training, development programs, and career growth opportunities because we are invested in your future.
- Community & Culture: Our Heart Committee organizes engagement events, community service initiatives, and wellness activities to keep our team connected, inspired, and thriving.
Salary:
$71,600 - $79,598 annually
Salary offer is based on a number of factors such as job-related knowledge, skills and experience. Our company offers a competitive benefits package on top of base.
Ala Moana Hotel by Mantra is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Ala Moana by Mantra does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.