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Company Contact Info

  • 2570 Kalakaua Avenue
    Honolulu, HI 96815

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Manager, Guest Services, Waikiki Beach Hotel, FT 17-422

Aqua-Aston Hospitality • Honolulu, HI

Posted 11 days ago

Job Snapshot

Hospitality - Hotel

Job Description

Come join our team!

From full-service resorts and stylish hotels to condominium resorts and comfortable budget properties in Hawaii and the continental United States, Honolulu-based Aqua-Aston Hospitality manages about 50 properties across five distinct brands designed to suit any lifestyle, taste or budget – Aston Hotels & Resorts, Instinct Hotel Collection, Aqua Hotels & Resorts, Lite Hotels and Maui Condo and Home. For more information visit or call the 24-hour call center at (855) 945-4092. Aqua-Aston Hospitality is an operating business of ILG, Inc. (Nasdaq: ILG), a leading global provider of professionally delivered vacation experiences.

Job Description

Job Purpose:

Responsible for the training and supervision of the above listed positions. Maintain data on past/future room occupancy and other pertinent information. Maintain correspondence and accurate records/files for the property. Inform other departments of occupancy counts or changes. Address customer complaints and inquiries.

Job Responsibilities:

Prepare and be accountable for the annual budget for guest services, concierge and guest attendant functions.

Ensure front desk operations are functioning according to Aston’s policies and procedures. Check for accuracy all daily/monthly reports processed by guest services.

Approve schedules for guest services and concierge. Work closely with food and beverage, administration, housekeeping and maintenance departments keeping them informed of occupancy forecasts and changes.

Hire, discharge and motivate employees. Responsible for ensuring that all employees are trained and knowledgeable in providing premium guest service and that all work is being completed in a timely and accurate manner.

Keep Guest Services informed of Aston’s policies and procedures. Conduct employee reviews and performance evaluations.

Deal efficiently with customer complaints. Ensure “special arrangement” requests by the guests are carried out. Monitor all Guest Services personnel for courteousness and manner.

Handle emergency situations.

Order needed supplies for Guest Services related departments. Oversee uniforms for staff. Purchase reception amenities, etc. Monitor employee programs and prizes. Oversee vendor activities.

Perform Agent Guest Services duties, as necessary.

Coordinate room up-sell program.

Key control for master keys.

Perform other duties as assigned.

Job Qualifications:

College degree/diploma in Business or Hospitality Management preferred.

Previous supervisory experience required. Must have strong organizational, business and accounting skills.


Management Activities:

Interview, select and train employees

Set and adjust their rates of pay and hours of work

Direct the work of employees

Appraise employee productivity and efficiency for the purpose of recommending promotions or other changes in status

Handle employee complaints

Discipline employees

Plan the work

Determine the techniques to be used

Apportion the work among the employees

Determine the type of materials, supplies, machinery, equipment or tools to be used or merchandise to be bought, stocked and sold

Control the flow and distribution of materials or merchandise and supplies

Provide for the safety and security of the employees or the property

Plan and control the budget

Monitor or implement legal compliance measures

Customarily and regularly direct the work of at least 2 or more full-time employees or their equivalent (1 full-time employee at 40 and 2 half-time employees at 20 hours each, are equivalent to 2 full-time employees).

Authority to hire or fire other employees or make suggestions and recommendations as to the hiring, firing, advancement, promotion or any other change of status of other employees.

Discretion & Independent Judgment:

Answer (If yes, give multiple examples)

Does this position have authority to formulate, affect, interpret, or implement management policies or operating practices?

Does this position have authority to commit the employer in matters that have significant financial impact?

Does this position have authority to waive or deviate from established policies and procedures without prior approval?
Yes, with regard to remedying guest complaints.

Does this position have authority to negotiate and bind the company on significant matters?

Is this position involved in planning long or short-term business objectives?

Does this position represent the company in handling complaints, arbitrating disputes or resolving grievances?
Yes, handles guest complaints.

Does this position have authority to make an independent choice, free from immediate direction or supervision or make decisions or recommendations that may occasionally be reviewed, revised or reversed?
Yes, with regard to budgeting, inventory and management staff.

Physical Requirements:

Ability to speak and hear. Close and distance vision. Continual use of manual dexterity and gross motor skills with frequent use of bi-manual dexterity and fine motor skills.

Additional physical and visual requirements (check all that apply)

Identify and distinguish colors

Frequent sitting

Stand for long periods of time

Walk extended distances

Lift/carry up to 5 lbs.

Lift/carry 6-25 lbs.

Lift/carry 26-50 lbs.

Lift/carry over 50 lbs.

Reach hands and arms in any direction

Kneel and/or stoop repeatedly


Benefits and Compensation

We are committed to offering competitive pay and benefits to our employees.� We conduct regular compensation reviews to ensure that our employees continue to earn a fair and equitable compensation package relative to that of other industry competitors.

Job ID: 9188
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