Guest Experience & Revenue Manager

Highgate; Honolulu, Northern (HI, KY); Hybrid; USD 34,000 - 55,000; Full time

Job summary

The Guest Services Manager at Highgate Hotels oversees Guest Services, Concierge and Uniformed Services/Transportation to ensure attentive, friendly, efficient service throughout the guest stay, while maximizing room revenue and occupancy. OEM position with overtime calculated accordingly.

Responsibilities include responding to guest requests, coaching staff, interviewing candidates, optimizing staffing, and ensuring adherence to SOPs and policies across departments.

Qualifications

• Progressive experience in a hotel or related field with supervisory duties.
• Proficient in Windows, spreadsheets and word processing.
• Must have a valid driver’s license from the applicable state.
• Ability to work long and occasional light hours as required.
• Strong communication and leadership skills.

Responsibilities

• Respond to guest requests, problems, complaints and accidents with courtesy and efficiency.
• Motivate, coach, counsel and discipline Guest Services staff per SOPs.
• Prepare and conduct Guest Services interviews and follow hiring procedures.
• Maximize room revenue and occupancy through daily status review and analysis.
• Attend required meetings and participate in the MOD program.

Skills

Windows proficiency

Spreadsheets

Word processing

Driver's license

Supervisory experience

Education

Hotel/related experience

Job description

The Guest Services Manager at Highgate Hotels oversees Guest Services, Concierge and Uniformed Services/Transportation to ensure attentive, friendly, efficient service throughout the guest stay, while maximizing room revenue and occupancy. OEM position with overtime calculated accordingly.

Responsibilities include responding to guest requests, coaching staff, interviewing candidates, optimizing staffing, and ensuring adherence to SOPs and policies across departments.