Guest Services Manager

Sheraton Princess Kaiulani Waikiki Beach, located at 120 Kaiulani Ave, Honolulu, Hawaii, is part of the globally recognized Sheraton Hotels & Resorts portfolio under Marriott International. With a rich history dating back to 1937, Sheraton has established itself as a premier destination for travelers seeking comfort, luxury, and a place to gather and connect. The hotel is dedicated to providing exceptional hospitality experiences that foster a sense of belonging and community among its guests and employees alike. Sheraton prides itself on its inclusive culture that values diversity and promotes equal opportunity for all associates, making it a welcoming environment for growth and professional development.

The role of Property Manager on Duty at Sheraton Princess Kaiulani is a full-time management position with an annual pay range between $74,000 and $96,000, with eligibility for bonus compensation. The Property Manager on Duty is responsible for overseeing all property operations to ensure the highest standards of hospitality and service are consistently maintained. This leadership role requires managing guest-related situations with professionalism and efficiency, representing property management in resolving issues that affect guest satisfaction. The manager directs the flow of guest inquiries within the lobby area and acts as the Guest Relations Manager by tracking service issues and implementing solutions.

Key responsibilities include leading and motivating the guest services team, managing daily operations, and ensuring exceptional customer service that exceeds expectations. The manager must foster positive interdepartmental relationships, handle guest complaints, and maintain employee morale and productivity through effective communication and recognition. Understanding financial documents such as budgets and payroll reports is essential for managing department resources efficiently. Additionally, the manager implements property policies fairly and consistently and manages payroll administration while promoting employee development through coaching, mentoring, and performance evaluation.

In this role, the Property Manager on Duty ensures compliance with safety and emergency procedures and maintains high visibility in public areas during peak times. The ability to perform front desk duties during high-demand periods demonstrates the adaptability and hands-on leadership expected of the position. The role supports the Sheraton mission to be "The World’s Gathering Place" by creating welcoming environments and meaningful experiences for guests, reinforcing Sheraton’s reputation worldwide.

Sheraton Princess Kaiulani offers a comprehensive benefits package including health care, flexible spending accounts, a 401(k) plan, accrued paid time off, life insurance, disability coverage, and additional wellness benefits. This position is ideal for individuals passionate about hospitality management, eager to contribute to a globally recognized brand, and committed to fostering a culture of excellence and inclusivity at every level within the hotel.