Description
Salary: $68,993/year
Are you an upbeat, friendly and approachable leader who exhibits a high level of empathy? Do you feel joy and satisfaction when you make it right for others? Do you feel ready to help take our front office team to the next level? If you answered yes, you could be our ideal candidate for our Guest Service Manager position! The Hilton Waikiki Beach is currently seeking a Guest Service Manager for our 601 room property. As the Guest Service Manager you would be responsible for overseeing the daily operations of the front desk under the direction of our Director of Front Office.
The Guest Service Manager, is a champion of guest satisfaction and operational efficiency. Will build morale with the team and engage them with service recovery using Hilton's methods to make it right every time. This position is the liaison between the front desk and other departments and, assists in overseeing all aspects of the front desk, night audit, and security. You will assist in identifying operational performance, productivity and efficiency gaps and implementing measures to correct those deficiencies. The Guest Service Manager leads by example by providing outstanding customer service interactions and solving problems quickly and efficiently. This position also assists with recruiting, interviewing, training and mentoring the front office team members to meet operational and financial goals. The Guest Service Manager is comfortable addressing conflicts when they arise and making it right for our guests every time. A person who has pride in organizational and time management skills will be a great benefit in this role. This position requires open availability including all shifts, weekends and holidays.
Our benefit package includes:
Hilton Travel Benefit
Paid Vacation
Paid Sick Leave
Group Health (Medical/Dental/Vision/Prescription Drug plans)
Health insurance Opt-Out option
Group life insurance
401(k) match and more
Essential Skills:
Must be able to work under pressure and meet deadlines while maintaining a positive attitude and providing exemplary customer service.
Able to work independently, complete assignments within the parameters of instructions given prescribed routines and standard accepted practices, and anticipate any needs not defined in the instructions.
Demonstrated ability to interact with effectively and service individuals of diverse cultural, disability, and ethnic backgrounds
Must possess the following strengths: high energy, sense of ownership, effective communication and team leadership, providing solutions to creatively address guest concerns, delivery of exceptional level of customer service, and ability to contribute to increasing the bottom line
Demonstrated clear, concise written and verbal communication skills in English
Excellent communication and interpersonal skills.
Possesses and successfully demonstrates strong leadership and team management skills.
Problem-solving skills and ability to handle stressful situations.
Customer-focused with a positive and professional demeanor.
Detail-oriented with strong organizational skills.
Job Responsibilities:
Participates in the development of business strategies which are aligned with the overall objectives of the hotel
Manages the operation of the front office and related areas during assigned shift
Creates a "Be Hospitable" and "Make It Right" environment by providing team members with the training and resources they need to maximize employee engagement
Develops and implements strategies and practices which support employee engagement
Performs Administrative Duties
Perform related duties as assigned by Director of Front Office
Job Requirements:
High School graduate required
Associate Degree or higher preferred in Hospitality Management.
Minimum 2 years Customer Service in a hotel front desk environment
Minimum of 2 years supervisory or 1 year management experience at a hotel front desk is strongly desired.
Previous experience in hotel management or an equivalent combination or education and experience from which comparable job knowledge and skills can be acquired.
Serve Safe Certification, Honolulu Liquor Commission Manager Card, TB Card, First Aid / AED/ CPR certified. preferred
Relevant military experience in a comparable capacity
Must possess a valid driver's license and a satisfactory driving record with no major traffic violations.
Hilton Waikiki Beach is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. If you need accommodation for any part of the application process because of a medical condition or disability, please call 808-921-5504 or email Cindy Fujioka at cindy.fujioka@hiltonwaikikihotel.com to let us know the nature of your request.
Qualifications
Skills
Required
Microsoft Office: Advanced
Preferred
MICROS: Some Knowledge
ONQ: Intermediate
Behaviors
Required
Leader: Inspires teammates to follow them
Team Player: Works well as a member of a group
Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
Preferred
Dedicated: Devoted to a task or purpose with loyalty or integrity
Motivations
Preferred
Goal Completion: Inspired to perform well by the completion of tasks
Entrepreneurial Spirit: Inspired to perform well by an ability to drive new ventures within the business
Education
Required
High School or better
Preferred
Bachelors or better in Hospitality Management
Associates or better in Hospitality Management
Licenses & Certifications
Required
Driver's License (valid)
Preferred
First Aid
CPR
HI TB Clearance
HI Liquor License
ServSafe
Experience
Preferred
2 years: Supervisory experience at a hotel front desk.
Relevant military experience in a comparable capacity
Previous experience in hotel management or an equivalent combination or education and experience from which comparable job knowledge and skills can be acquired.
1 year: Management experience at a hotel front desk.
2 years: Minimum 2 years Customer Service in a hotel front desk environment
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
