Guest Services Mgr
Company: Highgate Hotels
Posted on: May 3, 2021
is a leading real estate investment and hospitality management
company widely recognized as an innovator in the industry. Highgate
is the dominant player in major U.S. gateway cities including New
York, Boston, Miami, San Francisco and Honolulu, with a growing
Caribbean and Latin America footprint. The hospitality forward
company provides expert guidance through all stages of the property
cycle, from planning and development through recapitalization or
disposition. Highgate has a proven record of developing its diverse
portfolio of bespoke lifestyle hotel brands, legacy brands, and
independent hotels and resorts with contemporary programming and
digital acumen. The company utilizes industry-leading revenue
management tools that efficiently identify and predict evolving
market dynamics to drive outperformance and maximize asset value.
With an executive team consisting of some of the most experienced
hotel management leaders, the company is a trusted partner for top
ownership groups and major hotel brands. Highgate maintains
corporate offices in New York, Chicago, Dallas, London, Miami, and
Only steps from white sand beaches and
world-class shopping, the Courtyard by Marriott Waikiki Beach hotel
in Honolulu offers rest and relaxation from your day's island
adventures. Relax in the comfort of 403 newly renovated guest rooms
and suites, each with modern amenities and some with
balconies. Courtyard by Marriott Waikiki Beach has a
convenient location in Waikiki, within walking distance signature
restaurants and exciting nightlife.
Guest Services Manager (OEM) is responsible for assisting the Guest
Relations Manager / Front Office Manager while providing attentive,
courteous, and efficient service to all guests, including
successfully resolving guest complaints, prior to arrival and
throughout their stay, while maximizing room revenue and
and maintain attentive, friendly, courteous and efficient
hospitality at the Front Desk, Coconut Club, Pool and Front
to all guests’ requests, problems, complaints and/or accidents
presented at the Front Desk or through Reservations, in an
attentive, courteous and efficient manner. Follow up to ensure
with development of employee morale and ensure training of Guest
a professional working relationship and promote open lines of
communication with managers, employees and other
comprehend and operate all aspects of the Front Office computer
system, including software maintenance, report generation and
analysis, and simple programming.
Guest Relations Manager in ensuring that employees are following
and maintaining standards (i.e., answering phones, callbacks to
guests, guest request log).
knowledge of and assist in all emergency procedures as
able to perform, completed and ensure that all tasks and duties on
the shift checklist are completed in a timely and efficient
for issued house bank.
key control to maintain hotel security
the maximization of room revenue through property approved upsell
proper operation of the P.B.X. console and ensure that employees
maintain Highgate Hotel S.O.P.'s in its use.
and maintain good communications and teamwork with fellow employees
and third party employees.
and welcome all guests approaching the Front Desk in accordance
with Highgate Hotel S.O.P.'s.
implementation of all Highgate Hotel policies and house rules.
Understand hospitality terms.
check-ins and checkouts; confirm that all SOP’s are being followed
new employees, help to develop and implement training
log of rooms in “out of order” status.
and sign adjustments and paid outs over the limit.
discrepancy report and monitor follow-through.
closely with housekeeping regarding daily operations.
closely with third party companies to help deliver seamless and
enjoyable guest experiences.
radios efficiently and professionally in communicating with hotel
staff. Ensure the proper use of radio etiquette within the
correct and accurate cash handling at the Front Desk.
logging and delivery of all messages, packages, and mail in a
timely and professional manner.
aware of all rates, packages and promotions currently
and enforce all Highgate Hotel credit policies.
that employees, including third party employees are, at all times,
attentive, friendly, helpful and courteous to all guests, managers
and other employees.
team understands and remains focused on their role in contributing
to the Guest Service and audit scores.
with sign off of all Service Standards by Position for Guest
all V.I.P.'s, special guests and requests.
Front Office log books and Guest Request log on a daily
all appropriate service delivery systems.
rooms for special groups, arrivals, airline crew etc.
in Room Inspection programs.
in training and cross training of new hires, current employees,
third party employees on a regular basis.
School diploma or equivalent required.
least 2 to 3 years of progressive experience in a hotel or a
related field recommended.
course work in related field helpful.
be proficient in Windows, Company approved spreadsheets and word
supervisory responsibility preferred.
have a valid driver's license for the applicable state.
a warm and friendly demeanor at all times.
be able to effectively communicate both verbally and written, with
all level of employees and guests in an attentive, friendly,
courteous and service oriented manner.
be effective at listening to, understanding, and clarifying
concerns raised by employees and guests.
be able to multitask and prioritize departmental functions to meet
all encounters with guests and employees in an attentive, friendly,
courteous and service-oriented manner.
guest complaints effectively and efficiently.
all hotel required meetings and trainings.
in MOD coverage as required.
regular attendance in compliance with Highgate Hotel Standards, as
required by scheduling, which will vary according to the needs of
high standards of personal appearance and grooming, which includes
wearing the proper uniform and nametag.
with Highgate Hotel Standards and regulations to encourage safe and
efficient hotel operations.
efforts towards productivity, identify problem areas and assist in
be effective in handling problems, including anticipating,
preventing, identifying and solving problems as
be able to understand and apply complex information, data, etc.
from various sources to meet appropriate objectives.
be able to cross-train in other hotel related areas.
be able to maintain confidentiality of information.
be able to show initiative, including anticipating guest or
other duties as requested by management.
Keywords: Highgate Hotels, Honolulu , Guest Services Mgr, Other , Honolulu, Hawaii
Didn't find what you're looking for? Search again!