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Guest Service Manager

1 month ago

Honolulu, United States Park Shore Waikiki Full time
Compensation Type Hourly Highgate Hotels

Highgate is a leading real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in major U.S. gateway cities including New York, Boston, Miami, San Francisco and Honolulu, with a growing Caribbean and Latin America footprint. The hospitality forward company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate has a proven record of developing its diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts with contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team consisting of some of the most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in New York, Chicago, Dallas, London, Miami, and Seattle. www.highgate.com.

Location

Located directly across from the famed Waikiki Beach, Park Shore Waikiki boasts spectacular unobstructed views of the Pacific Ocean and Diamond Head. The hotel's prime location places guests steps from Hawaii's most popular beach, world-class dining, shopping and entertainment — including the Honolulu Zoo and Kapiolani Park. 

Overview

The Guest Service Manager - Arrival Facilitation (OEM) is responsible for assisting the Front Office Leader while maximizing Rooms revenue through management of the hotel's room inventory, assisting guests with, hotel questions, payments, follow up, refunds etc., working with third party wholesalers and billing disputes.

Responsibilities
  • Maximize room revenue and occupancy by reviewing status daily. Monitor selling status of house daily, such as: flash report, allowances, etc.
  • Assist with all incoming Reservations accordingly.
  • Process guest deposits, refunds, third party virtual credit cards etc.
  • Conduct thorough and daily reservation audits.
  • Assist with post stay inquiries and billing.
  • Assist Finance with billing discrepancies relating to FIT and wholesale bookings.
  • Attend daily and weekly Revenue Strategy meetings.
  • Follows the Revenue Strategy program according to SOP.
  • Review arrivals report and audit reservations to ensure accuracy.
  • Be completely competent in all PMS functions used by Reservations.
  • Monitor competitors for occupancy and rate, and recommend changes based on findings.
  • Be knowledgeable on property information (outlets, hours of operation, etc.) and be able to communicate hotel information to callers.
  • Comply with hotel policies on billing, routing, master accounts, A/R accounts and PM accounts.
  • Complete Travel Agent commission audit and ensure timely processing of travel agent checks.
  • Assist balancing the rooms inventory.
  • Maintain rate integrity program.
  • Be knowledgeable about the uses and functions of RoomMaster and other programs associated with Reservations, including, but not limited to Synergy, partner extranets, SalesForce etc.
  • Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
  • Assist in preparation of monthly revenue and occupancy forecasting.
  • Know the hotel’s rate quoting standards.
  • Follow and enforce all hotel credit policies.
  • Understand and follow Revenue Strategy restrictions.
  • Be familiar with all corporate sponsored programs such as airline mileage, or VIP programs, and the standards and procedures for each. Ensure that other departments are knowledgeable in understanding and implementing corporate programs.
  • Update group information daily. Maintain and be familiar with future group blocks.
  • Monitor all V.I.P.'s, special guests and group requests.
  • Review Reservations logbook and Guest Request log on a daily basis.
  • Maintain an organized and comprehensive filing system with documentation of reservations, reports, restrictions, etc. 
Qualifications

Education & Experience: 

  • A 4-year college degree; or a 2-year college degree and at least 1 year of related experience; or two to three years of experience in a hotel or related field required.
  • Previous supervisory experience preferred.
  • Must be proficient in Windows and company approved spreadsheets and word processing.

Physical requirements:

  • Flexible and long hours sometimes required.
  • Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

General Requirements

  • Maintain a warm and friendly demeanor at all times.
  • Must be able to effectively communicate both verbally and written, with all level of employees, guests and third party companies in an attentive, friendly, courteous and service oriented manner.
  • Must be effective at listening to, understanding, and clarifying concerns raised by fellow associates and guests.
  • Must be able to multitask and prioritize departmental functions to meet deadlines.
  • Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
  • Attend all hotel required meetings and trainings.
  • Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
  • Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
  • Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
  • Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
  • Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
  • Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
  • Must be able to cross-train in other hotel related areas.
  • Must be able to maintain confidentiality of information.
  • Must be able to show initiative, including anticipating guest or operational needs.
  • Perform other duties as requested by management.

Salary ($64K - $65K)