Skip navigation
Unable to save this job. Please try again later.

{msg}

Email this Job to Yourself or a Friend

To begin the application process, please enter your email address.

Company Contact Info

  • Honolulu, HI

Already have an account?

Sign in to apply with your saved resumes.

New to CareerBuilder?

Don't have an account? Continue as a guest!

Sorry, we cannot save or unsave this job right now.

Report this Job

Trust and Site Security Team.

Don't miss out on new jobs!

Get the latest Guest Services Manager jobs in Honolulu, HI delivered directly to your inbox. You can unsubscribe at any time.

Saving Your Job Alert

Job Alert Saved!

Could not save Job Alert!

You have too many Job Alerts!

This email address has reached the maximum of 5 email alerts. To create a new alert, you will need to log into your email and unsubscribe from at least one.

Email Send Failed!

Manager - Guest Services Royal Hawaiian, A Luxury Collection Resort and Spa

Marriott • Honolulu, HI

Posted 7 days ago

Job Snapshot

Full-Time
Hotel - Resort
Hospitality - Hotel

Job Description

Posting Date Jan 17, 2018



Job Number 1800045W

Job Category Rooms and Guest Services Operations Location The Royal Hawaiian, a Luxury Collection Resort, Waikiki, Honolulu, Hawaii VIEW ON MAP



Brand The Luxury Collection

Schedule Full-time Relocation? Yes



Position Type Management



Start Your Journey With Us

The Luxury Collection is a glittering ensemble of locally authentic hotels and resorts from around the world. Our hotel teams curate the world's most enriching and desirable destination experiences. Our mission is to guide our guests, these seasoned travelers on transformative journeys that touch their spirits, enrich their lives and create lasting memories. If you are someone with an appreciation for evocative storytelling and a desire to provide genuine, personalized, and anticipatory service, then we invite you to join us on our journey and explore a career with The Luxury Collection.



JOB SUMMARY

Serves as the property Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided. Represents property management in resolving any guest related situation. Manages the flow of questions and directs guests within the lobby. Serves as Guest Relations Manager and handles the tracking of service issues.



CANDIDATE PROFILE



Education and Experience

  • High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.


OR

  • 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.


CORE WORK ACTIVITIES



Leading Guest Services Teams

  • Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.

  • Encourages and builds mutual trust, respect, and cooperation among team members.

  • Serves as a role model to demonstrate appropriate behaviors.

  • Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.

  • Celebrates successes and publicly recognizes the contributions of team members.

  • Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.

Maintaining Guest Services and Front Desk Goals

  • Develops specific goals and plans to prioritize, organize, and accomplish your work.

  • Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

  • Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.

  • Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved.

  • Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.

  • Comprehends budgets, operating statements and payroll progress reports as needed to assist in the financial management areas of department.



Ensuring Exceptional Customer Service

  • Provides services that are above and beyond for customer satisfaction and retention.

  • Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

  • Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.

  • Serves as a leader in displaying outstanding hospitality skills.

  • Sets a positive example for guest relations.

  • Responds to and handles guest problems and complaints.

  • Empowers employees to provide excellent customer service.

  • Observes service behaviors of employees and provides feedback to individuals.

  • Strives to improve service performance.

  • Provides immediate assistance to guests as requested.

  • Ensures employees understand customer service expectations and parameters.

  • Participates in the development and implementation of corrective action plans to improve guest satisfaction.



Implementing Projects and Policies

  • Implements the customer recognition/service program, communicating and ensuring the process.

  • Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPS) and support the Peer Review Process.

  • Manages payroll administration.



Conducting Human Resource Activities

  • Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

  • Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.

  • Participates in employee progressive discipline procedures.

  • Uses all available on the job training tools for employees.

  • Solicits employee feedback, utilizes an "open door" policy and reviews employee satisfaction results to identify and address employee problems or concerns.

  • Supervises on-going training initiatives and conducts training when appropriate.

  • Participates in the employee performance appraisal process, providing feedback as needed.



Additional Responsibilities

  • Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.

  • Analyzes information and evaluating results to choose the best solution and solve problems.

  • Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.

  • Maintains high visibility in public areas during peak times.

  • Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.

  • Performs Front Desk duties in high demand times.



Minimum Qualifications

  • High School Diploma required. Bachelor's Degree preferred.

  • Two years hotel and supervisory experience preferred

  • Working knowledge of Front Office & Reservations helpful.

  • Must have excellent guest service skills and the ability to communicate effectively.

  • Must be self-motivated with the ability to motivate others, and be a team player.

  • Energetic, motivated, multi-tasked and able to make sound decisions.

  • Excellent communication and follow-through skills a must.

  • Must be personable and be guest service oriented.

  • Ability to resolve guest and associate concerns expeditiously in a manner beneficial to all involved.

  • Able to direct staff and make adjustments as needed to maintain service standards.

  • Japanese language speaking preferred

Interested associates may submit a transfer form to their property's Human Resource

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

Job ID: 1800045W-en-us
Help us improve CareerBuilder by providing feedback about this job: Report this Job.
CAREERBUILDER TIP
For your privacy and protection, when applying to a job online, never give your social security number to a prospective employer, provide credit card or bank account information, or perform any sort of monetary transaction. Learn more.
By applying to a job using CareerBuilder you are agreeing to comply with and be subject to the CareerBuilder Terms and Conditions for use of our website. To use our website, you must agree with the Terms and Conditions and both meet and comply with their provisions.
Don't miss out on new jobs like this
Get the latest jobs delivered to your inbox. Unsubscribe at any time.

Saving Your Job Alert

Job Alert Created

Well, this is embarrassing. We are having trouble saving your search. You can try again or come back at a later time.

Maximum Email Alerts

This email address has reached the maximum of 5 email alerts. To create a new alert, you will need to log into your email and unsubscribe from at least one.