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44FB33E3DDD229D2
Guest Services Manager
Property Name
Hilton Waikiki Beach
Job Title
Guest Services Manager
City
Honolulu
Work Permit
Applicants who do not already have legal permission to work in the United States will not be considered.
Management Position
Yes
Bonus Pay
No
Accommodation
No
Industry
Hotel/Resort
Position Categories
Rooms - Front Office/Guest Services

Stanford's Corporate Culture


Stanford Hotels Corporation is a mid-size, owner-operated company that specializes in the development and management of high quality, full service hotels using a variety of franchise brands. The corporate office is located in San Francisco; however, Stanford Hotels has 13 properties throughout the U.S. comprising three top global brands including Marriott, Starwood and Hilton.

Our goal is to be the "Best of the Brand." Since 1985, Stanford Hotels Corporation believes that high-quality properties, exceptional customer satisfaction, and engaged employees set Stanford Hotels apart from the rest.

Job Description


BENEFITS INCLUDED:

  • Medical / Dental / Vision - Coverage for Self up to Family Coverage and including Domestic Partner
  • 401K with company match
  • Supplemental Insurance (Accident & Critical Illness) The Hartford Company
  • Hilton recognized Travel program
  • Life Insurance plan with The Hartford
  • Paid Vacation and Sick leave
  • Holiday including one (1) paid Personal Holiday
  • Parking on-site included

AREA OF RESPONSIBILITY:

Participates in the development of business strategies which are aligned with the overall objectives of the hotel

  • Develops and implements strategies for front office, pbx, and front services (bell and valet) that support achievement of the hotel’s goals
  • Monitors status regularly and adjusts strategies as appropriate

Manages the operation of the front office/front services and related areas during assigned shift

  • Creates a positive first impression for customers in front office areas
  • Develops and implements processes and procedures for assigned departments which support achievement of service and financial goals
  • Analyzes business forecasts and schedules accordingly
  • Ensures front desk handles billing and cash in accordance with hotel’s standards

Develops and implements strategies and practices which support employee engagement

  • Recruits, selects, and trains qualified candidates for GSRs, Auditors, Front Services and PBX positions.
  • Provides team members with the orientation and training needed to understand expectations and perform job responsibilities
  • Communicates performance expectations and provides employees with on-going feedback
  • Provides employees with coaching and counseling as needed to achieve performance objectives and reach their fullest potential

Performs Administrative Duties

  • Prepares weekly department schedules
  • Performs monthly inventory of supplies and prepares purchase orders for needed supplies
  • Prepares bi-weekly payroll for areas of responsibility
  • Prepares and delivers appraisals.

SCHEDULE/ FLEXIBILITY:

Must be available for all shifts including occasional overnight shifts. Primarily PM Shift, Weekends and Holidays.

PHYSICAL REQUIREMENTS:

Ability to stand and walk for long periods of time (typically 80% of the shift) while working on the computer, processing paperwork, answering telephone calls, communicating with customers in person, and/or assisting departments with their duties.

Able to sit for long periods of time while completing paperwork.

Ability to bend, reach, twist and lift various items when replenishing general supplies such as, but not limited to, computer paper, vouchers, beach towels, and packages.

Finger dexterity to use computer keyboard and 10-key to look up information for customers.

Job Requirements


Skills

Required

ONQ Some Knowledge Customer Service Advanced ADP Payroll Some Knowledge Microsoft Office Advanced Behaviors

Required

Team Player: Works well as a member of a group

Leader: Inspires teammates to follow them

Loyal: Shows firm and constant support to a cause

Functional Expert: Considered a thought leader on a subject

Enthusiastic: Shows intense and eager enjoyment and interest

Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well

Dedicated: Devoted to a task or purpose with loyalty or integrity

:

Motivations

Required

Self-Starter: Inspired to perform without outside help

Goal Completion: Inspired to perform well by the completion of tasks

Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals

Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization

:

Education

Required

High School or better.

Preferred

Bachelors or better in Hospitality Management or related field.

Experience

Required

1 year: Management experience at a hotel front desk

2 years: Customer Service in Hotel Environment

Licenses & Certifications