Guest Services Manager; OEM

Guest Services Manager (OEM)

Highgate Hotels is a leading real‑estate investment and hospitality management company with over  15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America.

Hourly

Location – This 645‑room hotel is perfectly located on Honolulu's famous Kalakaua Avenue, close to the beach, dining, shopping, and entertainment. Guests can borrow towels and beach chairs or relax by the pool with a tropical drink at Tiki's Grill and Bar. The Twin Fin offers an on‑site activities desk for curated experiences.

The Guest Services Manager is responsible for assisting the Front Office leaders while providing attentive, courteous, and efficient service to all guests, including resolving complaints prior to arrival and throughout the stay, while maximizing room revenue and occupancy.

• Establish and maintain friendly, courteous, and efficient hospitality at the Front Desk, Coconut Club, Pool, and Front Drive.
• Respond to all guest requests, problems, complaints, and accidents promptly and professionally.
• Assist in developing employee morale and ensure training of Guest Services personnel.
• Maintain professional relationships and open communication with managers, employees, and other departments.
• Operate all aspects of the Front Office computer system, including software maintenance, report generation, and simple programming.
• Assist with emergency procedures as required.
• Ensure all tasks on the shift checklist are completed timely and efficiently.
• Manage issued house bank.
• Monitor key control to maintain hotel security.
• Maximize room revenue through the approved upsell system.
• Operate the PBX console and ensure SOP usage.
• Foster good communication and teamwork with colleagues and third‑party employees.
• Greet and welcome all guests in accordance with SOPs.
• Implement all hotel policies and house rules.
• Perform check‑ins and check‑outs, ensuring SOP compliance.
• Train new employees and help develop training programs.
• Maintain log of rooms in “out of order” status.
• Authorize and sign adjustments and paid‑outs over the limit.
• Oversee discrepancy reports and monitor follow‑through.
• Collaborate with housekeeping on daily operations.
• Work closely with third‑party providers to deliver seamless guest experiences.
• Operate radios efficiently and professionally.
• Handle cash accurately at the Front Desk.
• Log and deliver all messages, packages, and mail promptly.
• Stay aware of current rates, packages, and promotions.
• Enforce credit policies.
• Ensure staff maintain friendly, helpful, and courteous service.
• Keep the team focused on Guest Service and audit scores.
• Assist in signing off all Service Standards for Guest Services staff.
• Review Front Office and Guest Request logs daily.
• Monitor all service delivery systems.
• Block rooms for special groups, arrivals, and airline crew.
• Participate in Room Inspection programs.
• Assist in training and cross‑training of new hires and team members.

• High school diploma or equivalent.
• At least 2–3 years of progressive experience in a hotel or related field.
• College coursework in a related field is helpful.
• Proficiency in Windows, spreadsheets, and word processing.
• Previous supervisory experience preferred.
• Long hours required; must be able to stand for entire shift.
• Light work – lifting up to  20 lb occasionally or up to  10 lb frequently.

• Maintain a warm, friendly demeanor at all times.
• Communicate effectively, verbally and written, with all levels.
• Listen, understand, and clarify concerns.
• Multitask and prioritize departmental functions.
• Approach all encounters with guests and employees attentively.
• Resolve guest complaints efficiently.
• Attend all required meetings and trainings.
• Cover MOD as required.
• Maintain attendance per hotel standards.
• Maintain high standards of appearance and grooming, including uniform and nametag.
• Comply with hotel standards and regulations.
• Maximize productivity and implement solutions for problem areas.
• Anticipate, prevent, and resolve problems.
• Apply complex information and data to meet objectives.
• Cross‑train in other hotel areas.
• Maintain confidentiality.
• Show initiative and anticipate needs.
• Perform other duties as requested by management.

Entry level

Full‑time

Other

Hospitality

Honolulu, HI $50,000.00–$65,000.00