Guest Services Manager (OEM)

Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America.

With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value.

With an executive team of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands. www.highgate.com

This 645-room hotel is perfectly located on Honolulu's famous Kalakaua Avenue, where it is just steps to the beach and an arm's reach to the best dining, shopping, and entertainment in the area. Guests can borrow the hotel's own towels and beach chairs to spend the day by the sea, or choose to lay out by the hotel's pool with a tropical drink from nearby Tiki's Grill and Bar. And for the adventurous, The Twin Fin offers a on-site activities desk ready to curate a number of fun experiences.

The Guest Services Manager (OEM) is responsible for assisting the Front Office leaders while providing attentive, courteous, and efficient service to all guests, including successfully resolving guest complaints, prior to arrival and throughout their stay, while maximizing room revenue and occupancy.

Establish and maintain attentive, friendly, courteous and efficient hospitality at the Front Desk, Coconut Club, Pool and Front Drive.
• Respond to all guests' requests, problems, complaints and/or accidents presented at the Front Desk or through Reservations, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
• Assist with development of employee morale and ensure training of Guest Services personnel.
• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
• Fully comprehend and operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
• Have knowledge of and assist in all emergency procedures as required.
• Be able to perform, completed and ensure that all tasks and duties on the shift checklist are completed in a timely and efficient manner.
• Responsible for issued house bank.
• Monitor key control to maintain hotel security
• Ensure the maximization of room revenue through property approved upsell system.
• Monitor proper operation of the P.B.X. console and ensure that employees maintain Highgate Hotel S.O.P.'s in its use.
• Establish and maintain good communications and teamwork with fellow employees and third party employees.
• Greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel S.O.P.'s.
• Ensure implementation of all Highgate Hotel policies and house rules. Understand hospitality terms.
• Perform check-ins and checkouts; confirm that all SOP's are being followed properly.
• Train new employees, help to develop and implement training programs.
• Maintain log of rooms in "out of order" status.
• Authorize and sign adjustments and paid outs over the limit.
• Oversee discrepancy report and monitor follow-through.
• Work closely with housekeeping regarding daily operations.
• Work closely with third party companies to help deliver seamless and enjoyable guest experiences.
• Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.
• Ensure correct and accurate cash handling at the Front Desk.
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Be aware of all rates, packages and promotions currently underway.
• Follow and enforce all Highgate Hotel credit policies.
• Ensure that employees, including third party employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
• Ensure team understands and remains focused on their role in contributing to the Guest Service and audit scores.
• Assist with sign off of all Service Standards by Position for Guest Services staff.
• Review Front Office log books and Guest Request log on a daily basis.
• Monitor all appropriate service delivery systems.
• Block rooms for special groups, arrivals, airline crew etc.
• Participate in Room Inspection programs.
• Assist in training and cross training of new hires, current employees, third party employees on a regular basis.

• High School diploma or equivalent required.
• At least 2 to 3 years of progressive experience in a hotel or a related field recommended.
• College course work in related field helpful.
• Must be proficient in Windows, Company approved spreadsheets and word processing.
• Previous supervisory responsibility preferred.
• Long hours required, must be able to stand for entire shift.
• Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

General Requirements

• Maintain a warm and friendly demeanor at all times.
• Must be able to effectively communicate both verbally and written, with all levels of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Resolve guest complaints effectively and efficiently.
• Attend all hotel required meetings and trainings.
• Participate in MOD coverage as required.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to cross-train in other hotel related areas.
• Must be able to maintain confidentiality of information.
• Must be able to show initiative, including anticipating guest or operational needs.
• Perform other duties as requested by management.

We are pleased to offer a comprehensive and competitive benefits package designed to support your health, well-being, and financial future.

• Medical insurance, dental insurance, vision insurance, life insurance, short-term and long-term disability insurance
  401(k) Retirement Plan with employer matching contributions
• Paid holidays
• Paid vacation
• Paid sick leave (provided in accordance with applicable law)
• Employee assistance program (EAP)
• Educational opportunities / Tuition reimbursement
• Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law

For Employees Based in Washington:

• 8 paid holidays per year
• Up to 20 days of paid vacation per year, based on classification and length of service
• Paid Sick & Safe Time accrues at 1 hour for every 30 hours worked, with up to 72 hours of unused time carried over from one anniversary year to the next.

For Employees Based in Colorado:

• 8 paid holidays per year; employees working in the City of Denver receive 64 hours of designated holiday time per calendar year
• Up to 20 days of paid vacation per year, based on classification and length of service
• 6 days or 48 hours of Paid Sick Leave per year, accrued at 1 hour for every 30 hours worked.

For Employees Based in California:

• 8 paid holidays per year
• Up to 20 days of paid vacation per year, based on classification and length of service, capped at 1.5x annual accrual rate; non-supervisory employees working in the City of Los Angeles accrue up to 22 days of Compensated Time Off, based on length of service capped at 192 hours of combined PST and CTO.
• Paid Sick Time accrues at 1 hour for every 30 hours worked, unused time is carried over from one anniversary year to the next up to a maximum of 80 hours; employees working in the City of Los Angeles are provided 40 hours of Paid Sick Time annually on their anniversary, unused time is not carried over from one anniversary year to the next.

Please note that certain benefits described above for associates in Washington, Colorado, and California may vary for associates covered by a Collective Bargaining Agreement ("CBA"). For such associates, eligibility for and the terms and conditions of benefits are governed by the applicable CBA and any applicable plan documents, and may differ from the benefits described above. In the event of any conflict or inconsistency, the terms of the applicable CBA and governing plan documents will control, as applicable.

This job opening was posted on [insert date] and will remain open for at least 75 days.