Guest Services Manager

The Ala Moana Hotel by Mantra is a prestigious landmark hotel located in Honolulu and is part of the globally recognized Accor Hotel group, which manages over 4,900 hotels across 39 brands in 110 countries. Known as the Kama’aina hotel, it is a preferred destination for locals and visitors alike, celebrated not only for its exceptional guest services but also as an ideal workplace. The hotel prides itself on a culture of inclusion, opportunity, and growth, ensuring that every employee can thrive and shine while contributing to the guest experience. Accor Hotels emphasize the importance of placing people at the heart of their business, fostering a real passion for service and achievements beyond limits.

The role of Guest Services Manager at Ala Moana Hotel by Mantra is critical for the smooth and efficient operation of the front office. This position involves supervising and coordinating daily front office activities, ensuring exceptional guest experiences, managing staff, and maintaining communication with various departments. Working in this capacity means being the on-duty leader, addressing guest needs and complaints, and ensuring all team members provide extraordinary service during their shifts.

The Guest Services Manager will start each shift by reviewing the hotel log reports, memos, emails, and daily function sheets to stay informed about all activities and issues. Maintaining thorough records of occurrences during the shift in the log report is essential. The manager will oversee the completion of all daily duties, respond to high-priority calls, and coordinate with airlines regarding delayed flights, ensuring relevant departments are informed.

This role requires the ability to multitask effectively, managing various logs such as airline, porterage, valet fees, and coupons, and assisting the Reservations Department during after-hours or weekends when needed. The Guest Services Manager also ensures that the front office team is well-coordinated and that the workspace remains clean and inviting. Handling guest discrepancies and complaints with professionalism and a positive approach is a key responsibility to uphold the hotel’s reputation for outstanding customer service.

Additionally, the Guest Services Manager supervises front-of-house employees in the absence of key department heads and may undertake other tasks assigned by the Front Office Management Team. The position offers a competitive salary range of $71,600 to $79,598 annually, based on experience, skills, and job-related knowledge. Beyond salary, the hotel provides a comprehensive benefits package and emphasizes equal employment opportunities with an inclusive work environment that values diversity.

Joining the Ala Moana Hotel by Mantra means becoming part of a dedicated team passionate about hospitality and guest satisfaction in one of Honolulu’s most iconic hotels. This role is perfect for individuals with leadership skills, experience in front office operations, and a commitment to excellence in guest relations, seeking to grow within a globally respected hotel brand.