Guest Services Leader: Elevate Guest Experiences

Hotel Equities; Kahului (HI); On-site; USD 65,000 - 80,000; Full time

Benefits offered by this job

Performance Bonus

Medical, Dental & Vision Insurance

Paid Vacation & Holidays

401(k) Retirement Plan

Career Growth Opportunities

Reduced Hotel Rates Across Portfolio

Employee Referral Program

Life Insurance

Flexible Spending Account (FSA)

Job summary

Hotel Equities is seeking a dynamic Guest Services Manager to lead front office operations and deliver exceptional guest experiences at our property. You will oversee check-in/check-out, guest requests, and collaborate with Housekeeping, Maintenance, and F&B to ensure smooth daily operations.

You will mentor and coach Guest Services associates, monitor guest satisfaction, and uphold brand standards while driving revenue and service excellence in a fast-paced hotel environment.

Qualifications

• Experience in hotel, guest services, front office, or hospitality.
• Strong guest-service and communication skills.
• Ability to resolve guest concerns professionally.
• Ability to lead, coach, and motivate associates in a fast-paced environment.
• Flexible hours including evenings, weekends, and holidays.

Responsibilities

• Provide leadership, direction, and support to Guest Services and Front Office associates.
• Oversee daily guest services operations, including check-in, check-out, reservations, room assignments, and guest requests.
• Ensure guests receive a warm, professional, and welcoming experience throughout their stay.
• Monitor guest satisfaction and respond promptly and professionally to questions, concerns, and service recovery opportunities.
• Resolve guest issues and complaints with appropriate judgment, urgency, and follow-through.
• Assist with training, coaching, and development of Guest Services associates to ensure consistent service and operational standards.
• Monitor front desk operations, lobby presentation, and guest service areas to ensure cleanliness, organization, and brand standards.
• Coordinate with Housekeeping, Maintenance, Food & Beverage, and other hotel departments to ensure guest needs are addressed efficiently.
• Review and maintain accurate guest information, room status, billing, and payment details in accordance with hotel procedures.
• Assist with daily operational reports, cash handling, deposits, and other front office administrative responsibilities.
• Support the management team in achieving guest satisfaction, revenue, service, and operational goals.
• Monitor staffing levels and assist with scheduling to ensure appropriate coverage based on business needs.
• Promote hotel amenities, services, and programs while identifying opportunities to enhance the guest experience.
• Ensure compliance with hotel policies, brand standards, safety procedures, and applicable regulations.
• Communicate important guest, operational, and maintenance information to appropriate hotel leadership and departments.
• Perform other duties as assigned.

Job description

Hotel Equities is seeking a dynamic Guest Services Manager to lead front office operations and deliver exceptional guest experiences at our property. You will oversee check-in/check-out, guest requests, and collaborate with Housekeeping, Maintenance, and F&B to ensure smooth daily operations.

You will mentor and coach Guest Services associates, monitor guest satisfaction, and uphold brand standards while driving revenue and service excellence in a fast-paced hotel environment.