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Guest Service Manager

Posted March 3, 2023

Hilton Waikiki Beach
Honolulu, HI
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About This Job


With the Director of Front Office, the Guest Services Manager provides First Choice Service while leading the Front Office and related departments. Acts as the Manager on Duty in the absence of the Director of Front Office. Develops and implements strategies and services which meet the needs of owners, team member and guests. Provides high quality guest service while generating maximum revenue for the department.

Job Responsibilities:

  • 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 security that support achievement of the hotels 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
  • Creates a Be Hospitable Environment by providing team members with the training and resources they need to maximize employee engagement
  • Communicates and reinforces the Be Hospitable vision to team members
  • Uses teamwork to support guests and team members
  • Seeks opportunities to improve the customer experience by seeking customer feedback and reviewing management reports and developing strategies to improve department and hotel services
  • Provides associates with the tools, training and environment they need to deliver Be Hospitable service and teamwork
  • Develops and implements strategies and practices which support employee engagement
  • Recruits, selects, and trains qualified candidates for Guest Service Agents, Auditors, 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.
  • Perform related duties as assigned by Director of Front Office
  • Maintain compliance with all company and brand policies and procedures.

Job Requirements:

  • Associate Degree preferred in Hospitality Management.
  • Minimum 2 years Customer Service in a hotel environment and a minimum of 1 years management experience at a hotel front desk is required.
  • Previous experience in hotel management or an equivalent combination or education and experience from which comparable job knowledge and skills can be acquired.
  • Relevant military experience in a comparable capacity
  • 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.
  • Ability to safely and successfully perform the essential job functions consistent with ADA, FMLA and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards.
  • Ability to maintain regular, punctual attendance consistent with the ADA, FMLA, and other federal, state and local standards.
  • Must be able to lift and carry up to 20 lbs.
  • Must be able to talk, listen, and speak clearly on all communication devices.
  • Employees may be required to work varying schedules to reflect the business needs of the hotel.
  • Regular attendance in conformance with the standards, which may be established or changed by the Hotel from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.
  • Ability to work flexible shifts any day of the week
  • Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers.
  • Excellent computer proficiency (MS Office Word, Excel, PowerPoint and Outlook).
  • Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service.
  • Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices.

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 to let us know the nature of your request.


Relevant military experience in a comparable capacity

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)

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About this Employer

Hilton Waikiki Beach

2500 Kuhio Avenue
Honolulu, HI 96815

(808) 921-5519

601 Room Hotel

At A Glance

Ideally located in the heart of the island, Hilton Waikiki Beach is only one block from the sea. With Leahi (Diamond Head) as a stunning backdrop, this contemporary Waikiki hotel offers a true Hawaiian paradise without the resort fees. We offer rooms and suites with gorgeous views of the surroundings, resort-style amenities and delicious dining options available anytime of the day.

  • Resort-style amenities with no resort fees
  • Situated 1 block from Waikiki Beach, near many shops and restaurants
  • M.A.C. 24/7 Restaurant & Bar
  • Altitude @ 37, exclusive event space with a panoramic Pacific Ocean view
  • Intimate Garden Gazebo location for your ceremony or reception