Guest Services Mgr

Highgate Hotels is a renowned leader in real estate investment and hospitality management, possessing over 15 billion dollars in assets under management. The company operates a diverse and expansive portfolio of more than 400 hotels across key regions including North America, Europe, the Caribbean, and Latin America. With a strong 30-year reputation as an innovator in the hospitality industry, Highgate Hotels excels in providing expert guidance throughout all phases of the property lifecycle, from initial planning and development to eventual recapitalization or disposition. The company's success is driven by its ability to develop a wide array of bespoke lifestyle hotel brands, along with legacy and independent hotels and resorts, all characterized by contemporary programming and digital proficiency. Utilizing cutting-edge revenue management technologies, Highgate Hotels adeptly identifies and predicts emerging market trends to consistently maximize asset value and outperform market expectations.

The executive team comprises seasoned professionals in hospitality leadership, ensuring Highgate Hotels remains a trusted partner among top ownership groups and major global hotel brands. Their corporate presence worldwide reflects their commitment to excellence and proactive management. This particular role is based at the Best Western Honolulu, HI, an integral part of the Highgate Hotels portfolio.

The Guest Services Manager position plays a critical role in maintaining the highest standards of guest satisfaction by overseeing the Guest Services, Concierge, and Uniformed Services/Transportation departments. This role necessitates attentiveness, friendliness, efficiency, and courteous service delivery to all guests before and throughout their stay. The manager is responsible for maximizing room revenue and occupancy through various operational strategies.

Key responsibilities include responding promptly to guest requests, complaints, or incidents in a professional manner, thereby ensuring guest satisfaction and loyalty. The manager is also tasked with motivating, coaching, and disciplining guest services staff in accordance with Highgate Hotel Standard Operating Procedures (SOPs). They oversee recruitment processes, employee morale development, and training to maintain a productive and cohesive team. They play a significant role in daily operations by reviewing room status, analyzing rate variances, monitoring credit reports, and maintaining an accurate house count. Their participation in rooms merchandising meetings and the manager-on-duty program is essential to hotel performance.

Financial and administrative duties include overseeing payroll compilation, preparing employee schedules based on business forecasts and payroll budgets, ensuring accurate billing, and managing purchase orders and invoices. The manager must maintain communication lines across departments, support accounting with issue resolutions, and ensure proper use of front office systems and PBX consoles.

The Guest Services Manager also upholds Highgate policies, enforces house rules, manages service standards sign-offs, and aids in revenue and occupancy forecasting. They are responsible for message and package handling, maintaining continuous communication with housekeeping, reservations, and credit management, and operating radios with professional etiquette. Ensuring cash handling accuracy, enforcing credit policies, maintaining high service quality, managing lost and found procedures, and managing key control systems also fall under their remit. Participation in team meetings and focus on guest service and audit scores complete the comprehensive scope of this key leadership role within the hotel.