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GUEST SERVICES MANAGER

You’re a professional people-person with a vivacious personality, having the confidence to assist managing a team. You’ve worked as a hotel front office supervisor or lead before.

You are detailed and analytically-savvy. When no one else is around, you take charge and get the job done!

If these characteristics sound like you, you just may be the right fit for the Guest Services Manager at the Kauai Beach Resort & Spa in Lihue, Kauai.

This is how the job would look like:

As the Guest Services Manager, you will assist the Front Office Manager and will direct and supervise the daily operations of the hotel’s front office within corporate and hotel guidelines to provide the highest standards of courteous service, while permitting acceptable profit levels.

You supervise daily operations in maintaining the Front Office operating efficiently and effectively. You may supervise other areas as the Manager on Duty (MOD) of the Hotel in the absence of other supervisory personnel.

These are what you need to do:

• Implement Springboard Hospitality programs and supervise the daily operations of the Front Office to comply with OLS Standard Operating Procedures, maximize revenues and motivate employees to ensure an optimal level of quality service and hospitality are provided to the hotel guests.
• Review VIP reservations, amenity orders, and resumes for incoming Springboard Hospitality and in-house guests. Update the computer system by inputting inventory and non-inventory groups.
• Control suites to ensure suites and special blocks are handled correctly.
• Communicate with other departments to ensure proper handling of guests and groups. Maintain contact with Reservation and Sales regarding requests for suites, special accommodations, etc. Maintain control over rate changes on in-house guests.
• Compute daily payroll, schedules, and other reports. Analyze data and make decisions based on previous experience and knowledge of circumstances to prepare daily forecast of expected arrivals and departures.
• Performing Front Office supervisory duties; handling cash, making change and balancing an assigned house bank. Accept and record credit cards, vouchers, traveler’s checks, and other forms of payment. Count cash and other methods of payment at the end of the shift to verify and balance the house bank.
• Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues.
• Field guest complaints, conducting through research to develop the most effective solutions and negotiate results. Plan and implement detailed steps by using experienced judgment and discretion.

• Communicate effectively both verbally and in writing to provide clear direction to staff. Observe performance and encourage improvement. Administration of disciplinary procedures.
• Monitor lobby traffic and makes staffing adjustments accordingly.
• Monitor and report on expenses (Payroll and supplies) to aid in controlling costs while ensuring adequate staff and supplies are on hand to provide top quality service.
• Refer and follow up on maintenance issues/problems with Engineering to protect hotel assets, ensure a safe, accident free environment for guests and employees and maintain/ improve guest satisfaction.
• Implement emergency training and procedures to ensure appropriate protection of the hotel's guests, staff and company assets.
• Perform special projects and other responsibilities as assigned.
• Participate in hotel committees, MOD program and task force assignments.
• Assist the Front Office Manager in all areas requested and act in their place during their absence.

You may be assigned these:

• Abide by payroll policies, procedures, Meals and Rest Periods policy and Springboard Hospitality Rules of Conduct.
• Demonstrate a working knowledge of all hotel safety and security procedures as required maintaining a secure and safe environment for employees as well as guests.
• Report any unusual occurrences and/or request to the General Manager.
• Read and abide by all the regulations and rules of conduct stated in the Team Member Handbook.

Our expectations from you:

Education: Four-year college degree or equivalent education/experience.

Experience: At least three (3) full years of supervisory employment at the Front Office in a similar size and type of hotel or service related business.

Skills and Abilities:

• Requires thorough knowledge of Front Office and Night Audit operations and procedures; a very good understanding and knowledge of all other areas of the hotel especially housekeeping operations and procedures a plus
• Requires knowledge of Hotel/Springboard Hospitality policies and procedures and the ability to determine course of action based on these guidelines.
• Requires supervision/management skills; extremely hands-on management style
• Excellent verbal and written communication skills;
• Knowledge of cash handling and credit transaction procedures. Ability to achieve positive guest relations and maximize guest satisfaction.

No. of employees supervised: 10-40_____ employees

Hours Required: Forty to fifty hours over a five-day period; scheduled days and times may vary based on need

Lifting/Pushing/Pulling/Carrying Describe the type(s) of required

• Lifting- up to 25 lbs. issuing supplies, inventory, receiving supplies, organizing 25% of shift
• Pushing- limited
• Pulling- limited
• Carrying up to 25 lbs. issuing supplies, inventory, receiving supplies, organizing 15% of shift

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Bending/Kneeling Describe the type(s) of required bending and/or kneeling to include when, why and how often.

Bending- 10% of shift touring property, checking rooms, etc.

Kneeling- 20% of shift checking rooms

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Mobility Describe the type(s) of mobility required to include distances and % of time involved.

Continuous movement throughout the hotel- 50% of shift

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Continuous Standing Describe the reasons to include time period and frequency.

30% of shift

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Climbing Stairs: Up to approx. 100 steps 20% of 8 hour shift (time period)

Ladders: Up to approx. very limited Climbing Required.

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Driving Describe type of vehicle, distances, % of time involved and frequency.

X No Driving Required except when assisting in the Bell/Valet department (if any in some properties)

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Work Environment Inside: 95 % of 8 hour shift (time period)

Outside: 5 % of 8 hour shift (time period)

Describe any abnormal temperature exposures: not applicable