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Guest Services Manager
AccorHonoluluUpdate time: October 20,2021
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Job Description

Position Details

Position Title

Guest Service Manager

Department

Front Office

Reports To

Front Office Manager

 

 

Position Objective

 

 

Key Responsibilities

 

Specific

Avg. % of Time

30%

  • Handles guests’ needs and complaints.  Assist with guest discrepancies and resolve situations in a professional and positive manner.

15%

  • Supervise lobby and front of the house employees in the absence of the respective Department/Sub-department Heads.

50%

Daily Responsibilities:

  • Review the “Duty Manager 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 “Duty Manager Log Report”.
  • Ensure that all duties of the “Guest Service Manager Daily Duties Check List” is completed.
  • Respond to Simplex panel in PBX on all code red calls and handles as necessary, depending upon the outcome.
  • 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.
  • Assists Reservation Department after hours and weekends.
  • Maintain consistent communication with other departments and Managers.

5%

  • May perform other duties as assigned by the Front Office Manager.

 

Generic

  • Ensure that all information is kept confidential, unless otherwise advised.
  • Ensure that all Occupational Health and Safety requirements for the company are met within your department.  Report any workplace hazards as you see them and support the company in its endeavour to provide a safe workplace.
  • Represent the company in a positive manner expounding the values, ethics and pride at all times.
  • Complete to the best of your ability any additional tasks within reason as provided by your immediate manager or their delegate

 

 

Key Performance Measures

 

You will be measured on the five targets/projects set out for this position.  The aim of each target/project is to be “SMART” (ie: specific, measurable, achievable, realistic and tangible).  Please ask your immediate manager for further clarification if required.

 

Target

Specifics

Deadline

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Acceptance

 

I acknowledge and accept the position description as outlined.  I also accept that as part of my development and in the course of the position evolving within the business, the position description may be updated on an ad hoc basis.

 

 

 

 

 

 

 

Team Member Name

 

Signature

 

Date

Recruitment information and inquiries:

Zachariah Rivera - Talent & Culture Manager at 808-944-4390 or zachariah.rivera@alamoanahotel.com

www.alamoanahotelcareers.com


 

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