Front Office - Overnight Guest Relations Manager

As an integral part of a team in Halepuna Waikiki, the Guest Relations Manager is responsible for continuously looking for ways to improve each guest’s experience from providing exceptional guest service to being the liaison with both Hotel and non-Hotel services. The Guests Relations Manager oversees the front office team to ensure the department runs effectively and efficiently according to the standards of Hotel and Resorts of Halekulani. Responsible for training and retraining as well as conducting performance evaluation of all front operations team members. The Guest Relations Manager also responds to all guest requests, challenges, concerns and/or incidents in an efficient manner. This position also requires customary and regular exercise of independent judgment and discretionary powers in the day-to-day performance of job duties. 
 

• Serves as a liaison between Hotel and Guests, while maintaining a high level of guest service. Meet, greet and make guests feel welcomed.
• Champions a super-user role responsibility of hotel operating system(s) such as HMS as assigned by the Sr. Guest Relations Manager or Director of Hotel Operations.
• Display a pro-active and leading role in terms of service, culture, development, team image, systems, procedures, and skill development.
• Field guest complaints, conduct thorough research to develop the most effective solutions.
• Manage and develop the performance of operations team to include, but not limited to, hiring and onboarding new team members, providing supervision and professional development, scheduling, conducting coaching, counseling, evaluations and delivering recognition.
• Fosters a positive working environment with all departments and employees through effective communication and being present.
• Responds to all hotel emergencies as first responder. Knows all safety and understands emergency procedures. Understand accident prevention policies.
• Ensure yearly Front Office manuals are updated.
• Ensure yearly Safety duties are completed (hurricane/fire drills).
• Drafts, updates and enforces all Standard Operating Procedures to all front office team.
• Assist with payrolls, monthly financials, and monthly reconciliation of invoices.
• Coordinates all aspects of VIP and return guest reservations, to include assistance with check-in and check-out, follow-up on special requests, amenity arrangements, billing arrangements, and future reservation requests.
• Assist with necessary correspondence to guests and hotel partners, as needed, in English and/or Japanese (i.e.: email, thank you letter, responses to online feedback and hotel website inquiries.)
• Maintains current and comprehensive knowledge of:
• Activities available in the city, including Theater, Arts, Special exhibits, Concerts, Shows,
• Sports, Leisure activities, Sightseeing tours, etc.
• Close contacts with people in areas that provide information, ticketing, reservations, etc.
• The proper handling of messages, mail, faxes, telefaxes, packages, flowers, etc.
• All Hotel outlets, their hours of operation, ambience, menu selection and price range.
• Hotel features, services, and phone extensions.
• All menu items, specials, liquor brands, and non-alcoholic selections available in the outlets.
• Recommends attraction, entertainment, or facilities within or outside the property, gives accurate direction, and books reservation.  
• Recommends attraction, entertainment, or facilities within or outside the property, gives accurate direction, and books reservation.  Greets and acknowledges arriving /departing guests.
• Anticipates guests’ needs, respond promptly.
• Respond to guest request via application (ALICE)
• Maintain accurate petty cash bank, vendor, and office supplies.
• Reconciles all vouchers billings and ensures accurate charges and commissions. Handles all cash transactions for guests and tour activities.
• Works closely with all other hotel departments such as, Reservations, Sales, Housekeeping, Engineering, etc. to ensure that hotel services are coordinated to provide the best in guest and employee satisfaction.  
• Establish rapport with frequent visitors; keeps Guest History updated for future reference.
• Maintain cleanliness, sanitation, and organization of work-related areas at all time.
• Attends meetings, briefings, hotel activities and training sessions required.
• Attends General Manager wine reception.
• Suggests and implements ideas for enhancing guest experience.
• Be the “eyes and ears “for security of the Hotel.
• Performs other related duties as may be required or assigned.
• Maintain Front Desk Upsell Program to ensure revenue maximization.
• Perform daily Lobby Ambassador duties.
• Perform daily Room Inspection(s).

Reports To:         Front Office Manager  
 

Supervises:        Guest Relations, Front Service
 

• High school diploma or equivalent vocational training certificate.
• Minimum two (2) years of supervisory experience in the Hospitality Operations industry, with emphasis on hotel front operations.
• Any combination of education and experience which would provide the necessary knowledge, skills, and abilities to meet the minimum qualifications to perform the essential functions of this position.

• First Aid/CPR/AED
• Liquor Commission Manager Card
• Clean Drivers Abstract

• Must have knowledge in hotel PMS system.
• Proficiency in MS and windows operating system.
• Speaks, reads, and writes proper English. Speaks, reads, and writes proper Japanese highly preferred.
• Ensure familiarity with all Hotel services and features.
• Friendly, outgoing personality and professional demeanor.
• Ability to work independently, deal with interruptions and to successfully manage multiple tasks.
• Excellent communication skills, including face to face, email, and written correspondence.
• Working knowledge of basic office machines and computer software (word, excel, outlook) and use of application. Basic mathematical skills.
• Ability to anticipate guest needs; respond promptly and acknowledge all guests.
• Ability to research, locates, organize, and retrieve resources and information relating to guest needs/request. Creativity to solve new or unique problems.
• Ability to input and access information in a property management system/application.
• Must have ability to work harmoniously in a team setting with fellow workers, and guests and management.
• Must be highly organized, detail-oriented and have the ability to multi-task. \
• Must exhibit a poised and professional image and good voice image.
• Must be able to work various days and/or evenings including weekends and holidays as operation dictate.

• Must be physically able to access all work areas and perform all tasks and services required to fully perform the requirements of the job. Duties require sitting, standing, walking, lifting, bending, and stretching. Requires being able to adapt quickly to changing conditions.
• May require lifting, carrying materials weighing up to 40lbs. on occasion.
• Requires working under deadlines and pressure; dealing with difficult people or situations involving customer service issues; and establishing and maintaining cooperative and productive work relationships.
• Must have outgoing, positive attitude in dealing with guests, management, and employees.
• Requires ability to speak clearly to staffs and guests to give instructions and explanations; ability to listen to and understand staff and guests; ability to receive and give instructions via telephone, computer messages, face- to- face, and in writing.
• Able to handle multiple priorities; anticipate needs of the company and guests.

• Ability to work any days or hours.
• Occasional exposure to outdoors, humidity, noise, noxious odors and dust.
• At times, may conduct business off property.