Guest Services Manager

About Us: At Pyramid Global Hospitality, people come first.
As a company that values its employees, Pyramid Global Hospitality is dedicated to creating a supportive and inclusive work environment that fosters diversity, growth, development, and wellbeing.
Our commitment to a People First culture is reflected in our approach to employee development, employee benefits and our dedication to building meaningful relationships.
Pyramid Global Hospitality offers a range of employment benefits, including comprehensive health insurance, retirement plans, and paid time off, as well as unique perks such as on-site wellness programs, local discounts, and employee rates on hotel stays.
In addition, Pyramid Global Hospitality is committed to providing ongoing training and development opportunities to help our people build the skills and knowledge they need to advance their careers.
Whether you are just starting out in the hospitality industry or are a seasoned professional, Pyramid Global Hospitality offers a supportive and collaborative work environment that encourages growth and fosters success, in over 230 properties worldwide.
Join their team and experience the benefits of working for a company that values its employees and is committed to creating exceptional guest experiences.
Check out this video for more information on our great company! Location Description: Deeply rooted in the land, the history, and the layered richness of Oʻahu, at Turtle Bay you’ll find an authentic connection to a place of uncommon natural splendor and the warm, welcoming community within it.
Where your days are filled with constant discovery and moments that touch your soul, allowing you to explore the uncommon depths of this remarkable coast.
Overview: Supervise, train, and coach employees to provide a first class, service oriented arrival and departure experience.
Ensure compliance of all hotel service standards and established procedures.
Coordinate and manage all guest requests seamlessly and professionally.
Support the cultural experience of hotel guests and patrons.
Respond to emergency situations.
Schedule and visually monitor staff performance according to hotel standards.
REPORTS TO: Director of Guest Services.
SUPERVISES: All hotel employees WORK ENVIRONMENT: Aloha Manager’s desk, guest rooms and service areas.
Job involves working: under variable temperature conditions (or extreme heat or cold).
under variable noise levels.
outdoors/indoors.
around fumes and/or odor hazards.
around dust and/or mite hazards.
around chemicals.
KEY RELATIONSHIPS: Internal: Employees in Guest Services - Front Desk, Housekeeping, Culinary, Restaurants, Property Operations, Safety and Security, Sales & Marketing, Finance, Guest Services – Bell/Door/Valet and Administrative Offices.
External: Hotel guests/visitors, designated service company personnel and vendors.
ESSENTIAL JOB FUNCTIONS Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
Resolve guest complaints, ensuring guest satisfaction.
Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
Maintain complete knowledge of: all hotel features/services, hours of operation.
All hotel restaurant food concepts, menu price range, dress code and ambiance.
All hotel room types, numbers/names, layout, appointments, amenities and locations.
All hotel room rates, special packages and promotions.
Daily house count and expected arrivals/departures (particularly VIPs).
Scheduled daily group activities, names and location of meeting/banquet rooms.
Local events, attractions, holiday schedules.
Comply with all departmental policies/service procedures/standards.
Correct maintenance and use of equipment.
Use equipment only as intended.
Positive guest relations at all times.
Obtain assigned bank and ensure accuracy of contracted monies.
Keep bank secure at all times.
Obtain department keys and beeper; ensure security of such.
Access all functions of computer system in accordance with departmental specifications.
Set up work station with necessary supplies; maintain cleanliness throughout shift.
Legibly complete requisition for additional supplies/materials and submit to Administrative Assistant.
Maintain updated resource materials on all vendors and information to accommodate guest requests.
Review designated in-house guest list and be familiar with guests' names and room locations.
Accommodate all guest requests expediently and courteously.
Follow up with designated hotel personnel to ensure completion of request.
Coordinate guest requests with activities desk which may include: Room accommodations Airline reservations, changes, cancellations Transportation from hotel to airport and return Bus/train transportation Limousine reservations Car rentals Car repair and servicing Charter flights/rentals Babysitting services Banking/financial services Business center services/fax or telex services/mailing and delivery services Interpretation services Notary services Restaurant reservations, nightclub activities Dry cleaning, laundry, alterations, repairs Film processing Sporting events, golf facilities, sport and athletic activities/rentals, outdoor activities, health club facilities Formal wear rentals Flowers Salon appointments Shoe shines Shopping services Movie/theater/attraction tickets Sightseeing tours Medical services Religious services Legibly document all pertinent information in guest request log(s).
Monitor and update log book(s) throughout the shift.
Place orders for amenities and coordinate delivery of amenities to designated guest rooms.
Legibly complete confirmation cards and deliver to guest upon completion of each arrangement coordinated for guest.
Escort VIPs upon arrival to their assigned room.
Inform guests of hotel services/features and room amenities.
Maintain a professional appearance and demeanor at all times.
Remain calm and alert especially during heavy hotel activity involving working rapidly and effectively under time pressure for 8 consecutive hours.
Monitor hotel staff in all departments to ensure that all procedures are being adhered to as established by management.
As necessary, step into operating department and delegate or physically participate in duties essential to expediting problems and delays most effectively.
Utilize computer system to access and input information.
Activities involve lifting and or moving heavy objects, walking/standing for long periods and working in undesirable conditions.
(See abilities).
Inspect all physical aspects of the hotel’s appearance on a continual basis in accordance with standards established by hotel management.
Inspections required, but not limited to, bending, stooping, reaching, climbing and kneeling.
Immediately report all safety hazards or items in need of attention to appropriate departments.
Complete work orders as necessary, to repair physical attributes.
Respond to hotel emergencies immediately in a calm and effective manner consistent with hotel emergency procedure policy.
Response could involve, but is not limited to running up/down 6 flights of stairs past and around obstacles.
Color vision is critical in determining nature of alarm(s).
Handle noise complaints, credit problems, staff conflicts, guest relocations, and rejection of undesirable persons in conjunction with hotel security force utilizing diplomacy and good judgments.
Assist security dispatch/guest hotline calls as required in order to accommodate guests in a timely manner.
Obtained assigned bank and ensure accuracy of contracted monies.
Keep bank secured at all times.
Complete designated cashier reports.
Obtain department keys, radio, cell phone, and ensure security of such.
Conduct pre-shift meetings, reviewing prior and current day events.
Answer department telephone within 3 rings, using correct salutations and telephone etiquette.
Responsible for training and development Review and implement training plans to assist with enhancing service levels Prepare and adjust weekly work schedules in accordance with staffing guidelines and labor forecasts Preview daily business levels, anticipate critical situation and plan effective solutions to best expedite these solutions Create and implement cultural holiday activities on property Manage and/or assist with managing “Keiki Program” Serve our guests.
SECONDARY JOB FUNCTIONS Assist employees in Guest Services - Front Office, Housekeeping, Culinary, Restaurants, Property Operations, Safety and Security, Sales & Marketing, Finance, Guest Services - Bell/Door/Valet, and Administrative Office.
Provide guest room and hotel tours.
STANDARD SPECIFICATIONS Requirements are representative of minimum levels of knowledge, skills and/or abilities.
To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently.
Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees or guests.
A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties.
All duties and requirements are essential job functions.
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.
Employees will be required to perform any other job-related duties assigned by their supervisor.
EOE/M/D/F/V Qualifications: Essential: High school graduate or equivalent vocational training certificate.
Fluency in English both verbal and written Provide legible communication.
Compute basic arithmetic.
2 years experience in a similar position in an upscale/ 4 Diamond style hotel.
Minimum 21 years of age to serve alcoholic beverages.
Ability to input and access information in the property management system/computers.
Ability to: perform job functions with attention to detail, speed and accuracy.
prioritize and organize.
be a clear thinker, remaining calm and resolving problems using good judgement.
follow directions thoroughly.
understand guest’s service needs.
work cohesively with co-workers as part of a team.
work with minimal supervision.
maintain confidentiality of guest information and pertinent hotel data.
Provide excellent customer service and maintain a professional demeanor.
Ability to communicate all significant incidents/injuries in clear English language, utilizing excellent business writing skills.
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to diffuse anger, collect accurate information and professionally resolve problems.
Considerable knowledge of all departments’ functionality, hotel facilities/services, as well as Island and current events.
Good hearing and visual ability in order to detect signs of emergency.
Ability to grasp, carry, and operate hand held communications device weighing 5 lbs.
for up to 8 consecutive hours.
Ability to walk/run up/down 6 flights of stairs, past/around obstacles and walk or stand for 8 consecutive hours.
Desirable: College degree or formal training in the Hospitality Industry.
Previous experience as a Concierge in a luxury market.
Fluency in a second language.
Knowledge of local attractions, services and suppliers/vendors.
Certification of previous training in guest relations, liquor, wine and food service.
Previous Culinary experience.
Certification in an alcohol awareness program.
Ability to suggestively sell.
Trained in CPR.
PHYSICAL ABILITIES Essential: Exert physical effort in transporting 50 pounds.
Endure various physical movements throughout the work areas.
Reach 3 feet.
Remain in an upright position for 8 hours throughout work shift.
Satisfactorily communicate with guests, management and co-workers to their understanding.
Compensation Range: The compensation for this position is $60,000.
00/Yr.
- $70,000.
00/Yr.
based on qualifications and experience.