Guest Services Manager

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

Pay Range

USD $65,000.00 - USD $80,000.00 /Yr.

Job Description

Hotel Equities, a multi-award-winning hotel development and hospitality management company, is seeking a dynamic, results-oriented Guest Services Manager to join our team.

If you're passionate about hospitality, take pride in creating exceptional guest experiences, and enjoy leading a team in a fast-paced environment, we'd love to meet you. As Guest Services Manager, you'll play an important role in supporting front office operations, delivering outstanding service, and helping our team achieve its operational and business goals.

Job Purpose

The Guest Services Manager is responsible for overseeing day-to-day guest services and front office operations while ensuring an exceptional guest experience. This position supports the hotel team by providing leadership, resolving guest concerns, maintaining service standards, and ensuring efficient and professional operations in accordance with hotel and brand standards.

What You'll Do

• 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.

Qualifications & Requirements

• Previous hotel, guest services, front office, or hospitality experience required.
• Previous supervisory or leadership experience preferred.
• Strong guest-service and communication skills.
• Ability to effectively resolve guest concerns and service issues in a professional manner.
• Strong organizational, problem-solving, and time-management skills.Ability to lead, coach, and motivate associates in a fast-paced environment.
• Ability to work independently and as part of a team.
• Professional appearance and demeanor.
• Ability to work flexible hours, including evenings, weekends, and holidays, as needed.

What We're Looking For

• A guest-focused leader who takes pride in creating exceptional hospitality experiences.
• A confident and approachable professional who can effectively lead and support a team.
• A problem-solver who responds to guest concerns with urgency, professionalism, and sound judgment.
• A detail-oriented leader who understands the importance of accurate front office operations.
• Someone who demonstrates reliability, accountability, professionalism, and a commitment to service excellence.

Physical Requirements

• Stand and walk for extended periods.
• Frequently sit, stand, bend, reach, and move throughout the hotel.
• Occasionally lift, carry, and maneuver supplies and equipment.
• Occasionally lift up to 50 pounds.
• Work in a fast-paced environment and remain professional while handling multiple priorities.
• Use computers, phones, handheld devices, and other hotel technology throughout the workday.

Technology & Systems

• Property Management Systems (PMS)
• Point-of-Sale (POS) systems
• Guest messaging and communication platforms
• Online travel agency (OTA) and reservation systems
• Microsoft Office Suite
• Mobile or handheld hotel communication tools

Amazing Benefits At A Glance

• Performance Bonus Opportunity
• Team-Driven and Values-Based Culture
• Medical, Dental & Vision Insurance
• Paid Vacation & Holidays
• 401(k) Retirement Plan
• Cell Phone Allowance
• Employee Assistance Program
• Career Growth Opportunities & Leadership Development Programs
• Reduced Hotel Rates Throughout Our Portfolio
• Employee Referral Program
• Life Insurance
• Flexible Spending Account (FSA)
• Exclusive Third-Party Discounts (Shopping, Travel, Entertainment & More)

Why Hotel Equities?

At Hotel Equities, we believe hospitality begins with people. Our award-winning culture is built on integrity, accountability, service, and leadership. We empower our associates to grow professionally while delivering exceptional experiences for our guests and outstanding results for our owners.

Whether you're beginning your hospitality career or bringing years of industry experience, you'll find opportunities to grow your career with one of the hospitality industry's most respected management companies.

Hotel Equities is an Equal Opportunity Employer. We celebrate diversity and are committed to fostering an inclusive workplace where every associate is respected, valued, and empowered to succeed.

Please note: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with this position. Responsibilities may evolve based on business needs.