Lahaina, Hawaii
Guest Services Manager Job Opening in Lahaina, Hawaii - Responsible for the training and supervision of the above listed positions. Maintain data on past/future room occupancy and other pertinent information. Maintain correspondence and accurate records/files for the property. Inform other departments of occupancy counts or changes. Address customer complaints and inquiries.
Job Responsibilities: Maximum of ten responsibilities, in order of percentage of time spent on functions from longest to shortest; do not list anything that does not represent at least 10% of the job?s time. Please include supervisory responsibilities.
1.
Prepare and be accountable for the annual budget for guest services, concierge and guest attendant functions.
2.
Ensure front desk operations are functioning according to Aston?s policies and procedures. Check for accuracy all daily/monthly reports processed by guest services.
3.
Approve schedules for guest services and concierge. Work closely with food and beverage, administration, housekeeping and maintenance departments keeping them informed of occupancy forecasts and changes.
4.
Hire, discharge and motivate employees. Responsible for ensuring that all employees are trained and knowledgeable in providing premium guest service and that all work is being completed in a timely and accurate manner.
5.
Keep Guest Services informed of Aston?s policies and procedures. Conduct employee reviews and performance evaluations.
6.
Deal efficiently with customer complaints. Ensure ?special arrangement? requests by the guests are carried out. Monitor all Guest Services personnel for courteousness and manner.
7.
Handle emergency situations.
8.
Order needed supplies for Guest Services related departments. Oversee uniforms for staff. Purchase reception amenities, etc. Monitor employee programs and prizes. Oversee vendor activities.
9.
Perform Agent Guest Services duties, as necessary.
10.
Coordinate room up-sell program.
11.
Key control for master keys.
12.
Perform other duties as assigned.
Job Qualifications: Describe the minimum qualifications needed to complete the job responsibilities.
Education
College degree/diploma in Business or Hospitality Management preferred.
Experience
Previous supervisory experience required. Must have strong organizational, business and accounting skills.
Management Activities: Check all that apply
X
Interview, select and train employees
X
Set and adjust their rates of pay and hours of work
X
Direct the work of employees
X
Appraise employee productivity and efficiency for the purpose of recommending promotions or other changes in status
X
Handle employee complaints
X
Discipline employees
X
Plan the work
X
Determine the techniques to be used
X
Apportion the work among the employees
X
Determine the type of materials, supplies, machinery, equipment or tools to be used or merchandise to be bought, stocked and sold
X
Control the flow and distribution of materials or merchandise and supplies
X
Provide for the safety and security of the employees or the property
X
Plan and control the budget
X
Monitor or implement legal compliance measures
X
Customarily and regularly direct the work of at least 2 or more full-time employees or their equivalent (1 full-time employee at 40 and 2 half-time employees at 20 hours each, are equivalent to 2 full-time employees).
X
Authority to hire or fire other employees or make suggestions and recommendations as to the hiring, firing, advancement, promotion or any other change of status of other employees.
Discretion & Independent Judgment: Answer all questions and provide multiple specific examples.
Question
Answer (If yes, give multiple examples)
Does this position have authority to formulate, affect, interpret, or implement management policies or operating practices?
No
Does this position have authority to commit the employer in matters that have significant financial impact?
No
Does this position have authority to waive or deviate from established policies and procedures without prior approval?
Yes, with regard to remedying guest complaints.
Does this position have authority to negotiate and bind the company on significant matters?
No
Is this position involved in planning long or short-term business objectives?
No
Does this position represent the company in handling complaints, arbitrating disputes or resolving grievances?
Yes, handles guest complaints.
Does this position have authority to make an independent choice, free from immediate direction or supervision or make decisions or recommendations that may occasionally be reviewed, revised or reversed?
Yes, with regard to budgeting, inventory and management staff.
Physical Requirements: Indicate requirements that are representative of those that must be met to successfully perform the essential duties of this job.
Ability to speak and hear. Close and distance vision. Continual use of manual dexterity and gross motor skills with frequent use of bi-manual dexterity and fine motor skills.
Additional physical and visual requirements (check all that apply)
Identify and distinguish colors
Frequent sitting
X
Stand for long periods of time
Walk extended distances
Lift/carry up to 5 lbs.
Lift/carry 6-25 lbs.
Lift/carry 26-50 lbs.
Lift/carry over 50 lbs.
Reach hands and arms in any direction
Kneel and/or stoop repeatedly
Other:
Working Conditions: Indicate the environmental aspects of the job. Check all that apply.
X
Work in normal office conditions in close proximity to others
Outdoor weather conditions
Extreme cold (non-weather)
Extreme heat (non-weather)
Wet or humid conditions
Near moving or mechanical parts
On high precarious places
With fumes or airborne particles
Near toxic or caustic chemicals
Near risk of electrical shock
Near loud noises
In areas of strong vibration
Other:
Job Type: Full-time
Required education:
Bachelor's
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