Guest Experience Manager – Waikiki Front Desk

Highgate; Honolulu (HI); Hybrid; USD 30,000 - 47,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

401(k) retirement plan

Paid holidays

Paid vacation

Paid sick leave

Job summary

Highgate Hotels is seeking a Guest Services Manager at The Romer House Waikiki in Hawaii. This role oversees Guest Services, Concierge and Uniformed Services, ensuring attentive, friendly and efficient guest experiences while maximizing occupancy and revenue.

The position requires supervisory experience, strong communication, and the ability to coach staff, manage scheduling and payroll, and coordinate with other departments to maintain Highgate standards.

Qualifications

• 5+ years in hotel or related field; supervisory experience preferred.
• Must be proficient in Windows, company-approved spreadsheets and word processing.
• Valid driver’s license from applicable state.
• Occasional long and light hours required.
• Maintain a warm, friendly demeanor and strong communication with guests and staff.
• Capable of multitasking, prioritizing duties and meeting deadlines.
• Adhere to hotel standards, policies and security procedures.
• Effective at handling problems, confidential information and complex data.

Responsibilities

• Respond to guests' requests, problems or complaints with courtesy and efficiency.
• Coach, counsel and discipline Guest Services staff per SOPs.
• Maximize room revenue and occupancy through daily status reviews.
• Attend Rooms Merchandizing and MOD meetings as scheduled.
• Prepare schedules and payroll data; monitor cash handling and billing accuracy.
• Ensure sign-off of Service Standards by position and maintain communication across departments.
• Coordinate with Accounting on follow-up items and reconciliations.
• Operate Front Office systems and radio communications with staff.
• Support guest satisfaction and audit scores through service excellence.

Skills

Staff supervision

Windows proficiency

Spreadsheets

Word processing

Customer service

Communication

Multitasking

Problem solving

Professional appearance

Tools

Windows OS

Job description

Highgate Hotels is seeking a Guest Services Manager at The Romer House Waikiki in Hawaii. This role oversees Guest Services, Concierge and Uniformed Services, ensuring attentive, friendly and efficient guest experiences while maximizing occupancy and revenue.

The position requires supervisory experience, strong communication, and the ability to coach staff, manage scheduling and payroll, and coordinate with other departments to maintain Highgate standards.