Guest Services Manager

About Us

Don't meet every single requirement of this job? At HEI we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to still send in your information. You may be the perfect candidate for this or for other roles within our organization!

We value U.S. military experience and invite all qualified military candidates to apply.

Overview

Essential Duties and Responsibilities

The following responsibilities are core competencies to be developed and demonstrated throughout the training program and are required for successful placement within a hotel environment:

Guest Experience & Department Leadership

• Assume full ownership of guest service delivery across Activities, Retail, and Rooms Division (MOD) operations.
• Lead by example with a hands-on, service-driven approach in all assigned departments.

Activities Programming

• Ensure a year-round, diverse portfolio of activities and entertainment aligned with seasons, themes, holidays, and emerging market trends.
• Continuously introduce new and engaging experiences to drive guest excitement and participation.
• Partner with the website and marketing teams to ensure all offerings are accurately scheduled, promoted online, and communicated internally.

MOD / Front Office Operations

• When serving as MOD for the Front Office, ensure efficient guest registration, checkout, telephone service, and overall guest engagement.
• Enforce and elevate brand standards to consistently exceed guest expectations.
• Utilize and receive hands-on training in key guest-facing systems, including:
  Manager@TheKartrite, Canary, Upsell Guru, Optii, and Revinate.

Retail Operations

• Manage retail purchasing, inventory control, merchandising, and pricing strategies.
• Develop new retail packages and promotions to increase revenue.
• Train, coach, and develop retail staff to maximize sales performance and guest engagement.

Guest Satisfaction & Quality Assurance

• Monitor guest satisfaction surveys and maximize use of guest response tracking systems.
• Actively motivate, coach, and develop associates to improve guest feedback scores and overall satisfaction.
• Anticipate and resolve guest concerns by reviewing complaints, operational trends, business flow, and associate performance.

Financial & Labor Management

• Develop and implement effective expense controls.
• Utilize labor management tools to schedule efficiently and control labor costs while maintaining service standards.

Talent Management

• Interview, hire, train, develop, and coach associates.
• Address performance issues, recommend discipline or termination when appropriate, and ensure timely completion of performance evaluations.
• Foster open communication and provide clear, consistent direction both verbally and in writing.

Compliance & Operational Excellence

• Ensure all managed areas-Activities, Retail, Front Desk, Concierge, and Bell Stand-operate in compliance with SOPs and company policies.
• Drive continuous improvement in service accuracy, consistency, and quality.
• Maintain all necessary equipment and par levels of supplies; systems include iBuy and Readerboards (training provided).

Group & Team Building Programs

• Coordinate and execute group activities and team-building events to enhance communication, engagement, and guest satisfaction.
• Collaborate closely with the Sales team to develop and implement team-building strategies that increase occupancy and revenue.

Culture & Brand Advocacy

• Champion associate education regarding property history and local area knowledge.
• Maintain strong interdepartmental relationships to support a unified resort operation.

Additional Responsibilities

• Participate fully in the Manager on Duty (MOD) Program.
• Maintain regular and punctual attendance in accordance with company standards.
• Perform additional job-related duties as assigned.

Qualifications and Skills

• Proficient with PM system. Computer literacy and financial management a must.
• Advanced knowledge of brand's reward program.
• Advanced knowledge of luxury hospitality standards and guest service.
• Able to handle credit card transactions.
• Self-starting personality with an even disposition.
• Maintain a professional appearance and manner at all times.
• Must possess thorough knowledge of all concierge, bell stand, valet and driver operations and individual job requirements.
• Manage multiple tasks at all times and have excellent organizational skills.
• Able to effectively deal with internal and external customers, some of whom will require high level of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts - taking on the responsibility of being a role model and mentor for this skill set.
• Intimate knowledge of local area attractions and transportation.
• Working knowledge of federal, state, and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues and labor relations, including, but not limited to the following statues and their comparable state and local laws.
• Establish and maintain effective working relationships with associates and customers.
• Able to remain calm and alert, during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates.
• Able to make sound business decisions and take action quickly based on previous experience and good judgment..
• Effective verbal and written communication skills
• . Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

Compensation

Benefits

HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.