Guest Experience Leader - Drive Revenue & Service

Highgate Hotels L.P.; Honolulu (HI); On-site; USD 65,000 - 90,000; Full time

Job summary

Highgate Hotels is seeking a Guest Services Manager in Honolulu to oversee Front Office, Concierge, and Uniformed Services, delivering attentive, courteous service while maximizing room revenue and occupancy. You will guide staff, conduct interviews, and ensure adherence to SOPs.

The role requires supervisory experience, strong communication, and ability to multitask in a fast-paced hotel environment. A valid driver’s license and proficiency with Windows/office tools are expected.

Qualifications

• Progressive hotel experience or related field is required.
• Supervisory experience is required.
• Proficient in Windows, company spreadsheets, and word processing.

Responsibilities

• Respond to guest requests and issues at Front Desk and reservations channels.
• Motivate and coach Guest Services staff per SOPs.
• Carry a cell phone at all times; be reachable for guest needs.
• Conduct interviews and follow hiring procedures for Guest Services staff.
• Develop employee morale and ensure training of Guest Services personnel.
• Maximize room revenue and occupancy; monitor rate variance and house counts.
• Attend Rooms Merchandizing meetings and participate in M.O.D. coverage.
• Prepare schedules and payroll data for accounting.

Skills

Supervisory experience

Customer service leadership

Communication skills

Multitasking

Scheduling & payroll coordination

Operations knowledge (front desk)

Profitability awareness

Tools

Windows

Spreadsheets

Word processing

Job description

Highgate Hotels is seeking a Guest Services Manager in Honolulu to oversee Front Office, Concierge, and Uniformed Services, delivering attentive, courteous service while maximizing room revenue and occupancy. You will guide staff, conduct interviews, and ensure adherence to SOPs.

The role requires supervisory experience, strong communication, and ability to multitask in a fast-paced hotel environment. A valid driver’s license and proficiency with Windows/office tools are expected.