Guest Services Manager

$66,521 - $70,000/Yr

Marriott International - Honolulu, HI

Full-time - Entry Level

Honolulu, HI

Accommodation

About the position

The Property Manager on Duty oversees all property operations, ensuring that the highest levels of hospitality and service are provided. This role represents property management in resolving any guest-related situations and manages the flow of questions, directing guests within the lobby. Additionally, the Property Manager serves as the Guest Relations Manager, handling the tracking of service issues.

Responsibilities

• Oversee all property operations and ensure high levels of hospitality and service.
• Resolve guest-related situations and manage guest inquiries in the lobby.
• Lead and supervise guest services teams, encouraging trust and cooperation among team members.
• Handle complaints, settle disputes, and resolve grievances and conflicts.
• Maintain strong working relationships with all departments to support property operations.
• Ensure regular communication with employees regarding business objectives and expectations.
• Provide exceptional customer service and improve service performance.
• Implement customer recognition/service programs and ensure property policies are administered fairly.
• Conduct human resource activities including coaching, mentoring, and performance appraisals.

Requirements

• High school diploma or GED with 2 years of experience in guest services, front desk, or related area.
• OR a 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major with no work experience required.

Benefits

• Health care benefits
• Flexible spending accounts
• 401(k) plan
• Accrued paid time off (including sick leave where applicable)
• Life insurance
• Disability coverage
• Wellness benefits
• Incentive compensation