Guest Services Manager (OEM)

Responsible for supporting the leadership of the Guest Services department while successfully managing the day-to-day operations of the Front Office department. This includes leading various team members in the Guest Service and Valet departments to ensure superior and immaculate service while maximizing room revenue and occupancy.

QUALIFICATIONS

• High School diploma or equivalent required.
• At least 5 years of progressive experience in a hotel or a related field; or a 2-year college degree and 3 or more years of related experience; or a 4-year college degree and at least 1 year of related experience.
• Supervisory experience required.
• Participate in required M.O.D shifts as scheduled, including overnight shifts.
• Displays knowledge of Guest Service, PMS and CRM software (OPERA Cloud, Kipsu, Revinate, Synergy, etc) and assist in implementation and training of new systems
• Must be proficient in Windows & Microsoft Office (Word, Excel).
• Experience in a hotel or a related field preferred.
• Clean driver's abstract required.
• Maintain amongst self and others the Uniform Policy standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
• Ability to manage multiple tasks quickly and efficiently while taking ownership of actions
• Must have excellent customer and communication skills - verbal and written, sales, and strong computer and hotel experience required.

GENERAL REQUIREMENTS

• Maintain a warm and friendly demeanor at all times.
• Ability to coach, counsel, and discipline all Guest Services staff according to Kaimana Beach Hotel’s SOP’s.
• Must 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.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Prepare and conduct all Guest Services interviews and follow hiring procedures according to Kaimana Beach Hotel’s S.O.P.'s.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Prepare employee schedule according to business forecast, payroll budget guidelines and productivity requirements.
• Attend all hotel required meetings and trainings.
• Maintain Kaimana Beach Hotel’s SOP’s regarding Purchase Orders, vouchering of invoices and checkbook accounting
• Comply with Kaimana Beach Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Maintain a professional working relationship and promote open lines of communication with mangers, employees and other departments
• Must be able to maintain confidentiality of information.

FUNDAMENTAL REQUIREMENTS

• Responsible for greeting and welcoming guests with aloha in accordance with Kaimana Beach Hotel standards.
• Full knowledge of hotel services, activities, and facilities.
• Ensure implementation of all Kaimana Beach Hotel policies and house rules.
• Full knowledge of hotel’s Emergency Action Plan with the ability to organize property evacuations as needed.
• Knowledgeable of local attractions, Hawaiian history/neighbor island hotels and restaurants.
• Handling and documenting customer special requests or complaints; prepare work orders and assignments to other departments accordingly.
• Ensure correct and accurate cash handling at the Front Desk.
• Follow and enforce all Kaimana Beach Hotel credit policies.
• Monitor all VIP and Special Guest requests.
• Complete understanding of all staff checklists.
• Perform other duties as requested by management.

PHYSICAL REQUIREMENTS

• Flexible and long hours required.
• Light hours sometimes required
• Medium work - Exerting up to 50 pounds of force occasionally, and/or 20 pounds of force frequently or constantly to lift, carry, push, pull. or otherwise move objects.
• Ability to stand during entire shift.