A Manager on Duty at Hilton Hawaiian Village is responsible for representing the Executive Office to hotel guests and employees. In this role, you will handle guest complaints, respond to emergency situations, inspect hotel and public areas, and monitor hotel employees to ensure quality customer service and compliance to all procedures established by management.

What will I be doing?

• Fields guest complaints and questions, conducts thorough research to develop the most effective solutions and negotiate results.  
• Monitors hotel staff in all departments to ensure that all procedures are followed as established by management. 
• As necessary, coordinate and/or jointly work with departments to provide problem solving solutions in the most expeditious manner. 
• Inspects all physical aspects of the Hotel's appearance on a continual basis in accordance with standards established by hotel management.  
• Immediately responds to Hotel emergencies in a calm and effective manner, consistent with the hotel emergency procedure policy. 
• Maintains strong working knowledge of all Hotel emergency procedures, updates, and emergency contacts.
• Handles credit problems, employee conflicts, guest relocation, and rejection of undesirable people in conjunction with hotel security utilizing diplomacy and good judgment\
• Greets and escorts VIP guests to accommodations
• Inspects guest rooms in order to inventory specific amenities, and to ensure standard compliance
• Compiles miscellaneous reports.
• Support Activities Director and Camp Penguin staff
• This is considered an “Essential Employee” position. During times of crisis including but not limited to weather conditions, labor disruptions (strikes), etc. you are required to work and assist as needed with other hotel operations.

What are we looking for?

• Ability to effectively communicate with guests in both Japanese and English
• Two years' experience in Guest Services; prior supervisory experience preferred, but not required
• Open availability to work varying days and shifts including, but not limited to, weekends, holidays, and overnights
• High school diploma required.  College degree in Travel Industry Management or management related field preferred
• Considerable knowledge of all departments' functionality, hotel facilities/services, as well as city and current events
• Excellent verbal communication and interpersonal skills, with the ability to effectively communicate with employees and customers
• Ability to communicate and report all significant incidents/accidents in clear English language, applying excellent business writing skills
• Ability to input and retrieve information from a moderately complex computer system
• Ability to stand/walk outdoors in weather conditions of varying temperatures, fumes, dampness, and slippery surfaces; ability to perform tasks that require bending, stooping, kneeling, reaching and climbing, with or without reasonable accommodation
• Ability to push/pull a cart/table weighing up to 150 lbs.; grasp, lift to waist and carry items weighing up to 50 lbs, with or without reasonable accommodation
• Ability to obtain Honolulu Liquor commission blue (management) card.  Ability to obtain certificate of completion for Honolulu Liquor Commission Server-Training program.  CPR Certification required.  First Aid training preferred.
• All team members must maintain a neat, clean and well-groomed appearance (specific standards available)