Guest Services Manager

Quorum Hospitality; Kapaa (HI); On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

Health Benefits

Holidays & Paid Time Off

Job summary

Hilton Garden Inn Wailua Bay is seeking a Guest Services Manager to lead our Front Office team and uphold exceptional guest experiences.

You will coach staff, handle guest requests, and ensure smooth operations while driving revenue and occupancy through daily oversight and effective scheduling.

Qualifications

• 2+ years progressive experience hotel front office operations.
• Previous supervisory experience required.
• High school diploma or equivalent; college degree preferred.
• Proficient with Windows operating systems.

Responsibilities

• Oversee Front Office operations to ensure friendly, efficient, and attentive service for every guest.
• Handle guest requests, resolve problems, and follow up to guarantee satisfaction.
• Motivate, coach, and manage the Guest Services team, including hiring, training, and conducting performance appraisals.
• Analyze daily reports to maximize room revenue and occupancy.
• Manage payroll, scheduling, and departmental compliance with hotel standards.
• Supervise Night Audit operations and ensure accurate reporting.
• Assist with reservations, cash handling, and key control procedures.
• Act as Manager on Duty (M.O.D.) as scheduled.
• Support other hotel departments to maintain a seamless guest experience.
• Other duties as assigned.

Skills

Front Office operations

Supervisory experience

Guest service leadership

Education

High school diploma or equivalent

College degree preferred

Tools

Windows OS

Job description

Description

Join our team as a Guest Services Manager at Hilton Garden Inn Wailua Bay

Step into a leadership role where your impact shines. As our Guest Services Manager, you'll be at the forefront of creating exceptional guest experiences, fostering a positive team environment, and ensuring smooth Front Office operations. If you thrive in a fast-paced setting and are passionate about leading with professionalism and care, we want you on our team!

Your Role:

As the Guest Services Manager, you'll play a key role in leading our Front Office team and delivering outstanding service. Some of your key responsibilities will include:

• Oversee Front Office operations to ensure friendly, efficient, and attentive service for every guest.
• Handle guest requests, resolve problems, and follow up to guarantee satisfaction.
• Motivate, coach, and manage the Guest Services team, including hiring, training, and conducting performance appraisals.
• Analyze daily reports to maximize room revenue and occupancy.
• Manage payroll, scheduling, and departmental compliance with hotel standards.
• Supervise Night Audit operations and ensure accurate reporting.
• Assist with reservations, cash handling, and key control procedures.
• Act as Manager on Duty (M.O.D.) as scheduled.
• Support other hotel departments to maintain a seamless guest experience.
• Other duties as assigned.

What We’re Looking For:

• At least 2+ years progressive experience hotel front office operations.
• Previous supervisory experience required.
• A high school diploma or equivalent is required; a 2 to 4-year college degree is preferred.
• Must be proficient with Windows operating systems.

What We’ll Do For You:

• Health Benefits – Comprehensive Medical, Dental, and Vision insurance available starting the first of the month after just 30 days. (Full-time team members)
• Holidays & Paid Time Off – Take time to relax and recharge. (For eligible team members)