1. Job search
  2. Honolulu jobs
  3. Guest Services Manager
Guest Services Manager
AccorHonoluluUpdate time: July 30,2022
Share Save Job Follow this company
Job Description

Position Details

Position Title

Guest Service Manager

Department

Front Office

Reports To

Front Office Manager

 

 

Position Objective

The objective of the Geust Services Manager is to ensure the smooth running of the property shilst on duty, through supervision and coordination of the front office

 

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 ensuring all team members are providing extraordinary service

 

15%

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

 

50%

  • 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.

 

5%

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

 

 

 

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

Coordinate work flow of front office team

Monitor and supervise team members

Ongoing

Respond to all guest complaints

Solve in a timely and appropriate manner

Ongoing

Complete detailed handover

Ensure Front Office Management is aware of all issues

Daily

 

We are an equal opportunity employer and value diversity.

All employment is decided on the basis of qualifications, merit and business need.

Aboriginal & Torres Strait Islander people are strongly encouraged to apply.

 

 

 

Recruitment information and inquiries:  Zachariah Rivera - Talent and Culture Manager at 808-944-4390 or zachariah.rivera@alamoanahotel.com.


  

Apply on Company WebsiteSee all jobs at Accor

Get email alerts for the latest"Guest Services Manager jobs in Honolulu"