Guest Services Director - Front Office & Reservations

Highgate; East Honolulu (HI); On-site; USD 110,000 - 160,000; Full time

Benefits offered by this job

Medical Insurance

Paid Holidays

401(k) Plan

Job summary

Highgate Hotels in Honolulu seeks a Director of Guest Services to lead the Front Office, Guest Relations, Reservations and Bell/Valet to deliver exceptional service on a daily basis.

You will drive guest satisfaction metrics, oversee daily operations, manage hiring and training, and partner with the Hotel Manager to plan budgets and ensure SOP compliance across departments.

This role requires a strong leader with hospitality expertise and a passion for creating memorable guest experiences.

Qualifications

• Bachelor's degree in hospitality management or related field.
• Minimum 6 years in hotel operations with emphasis on front desk and guest services.
• Proven leadership and guest-service excellence.

Responsibilities

• Lead Front Office, Guest Relations, Reservations and Bell/Valet to ensure attentive, friendly service.
• Drive guest-satisfaction metrics and monitor key performance indicators for the guest experience.
• Oversee interviews, recruiting, and compliance with SOPs across departments.
• Manage department budgets, schedules and labor costs to maximize profitability.
• Collaborate with the Hotel Manager to prepare the annual budget and ensure operational efficiency.

Skills

Guest relations

Front Office

Staff leadership

Budgeting

Education

Bachelor's degree in Hospitality Management

Tools

Windows

MS Excel

Job description

Highgate Hotels in Honolulu seeks a Director of Guest Services to lead the Front Office, Guest Relations, Reservations and Bell/Valet to deliver exceptional service on a daily basis.

You will drive guest satisfaction metrics, oversee daily operations, manage hiring and training, and partner with the Hotel Manager to plan budgets and ensure SOP compliance across departments.

This role requires a strong leader with hospitality expertise and a passion for creating memorable guest experiences.