Guest Services Manager

About Us:

The Ala Moana Hotel by Mantra is part of the Accor Hotel group that consists of more than 4,900 hotels across 39 global brands in 110 countries. The Hotel itself is a landmark Honolulu hotel and is seen by many as the Kama’aina hotel of choice to stay and to work.

Accor Hotels offer opportunities, growth, and a culture of inclusion to let each individual shine. We place people at the heart of what we do, and nurture real passion for service and achievement beyond limits.

Job Summary:

The Guest Services Manager ensures the smooth running of the property whilst on duty, through supervision and coordination of the front office.

Duties:

• 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.

Minimum Qualifications:

• 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

Salary:

$66,000 - $73,670 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.