Guest Services Manager
About the role
The Valet and Front Office team are the heart of every single one of our hotels. They first greet guests when they step onto property at 1 Hotel Hanalei Bay, attend to their every request, and introduce them to the brand. Supervising this team is a big job, requiring a diverse range of skills including analytical thinking, problem-solving, self-assuredness, and the ability to get along with everyone.
Responsibilities
- Oversee the day-to-day operations of the Valet and Front Office teams.
- Ensure all team members adhere to hotel policies and procedures.
- Manage team performance, providing feedback and coaching as needed.
- Handle guest inquiries and complaints, ensuring a positive guest experience.
- Coordinate with other departments to ensure seamless service delivery.
- Develop and implement strategies to enhance guest satisfaction and loyalty.
Requirements
- Bachelor’s degree (B.A.) from four-year college or university; or one to two years related experience and/or training, or equivalent combination of education and experience.
- Passionate about hotel operations and guest service with a minimum of 2 years' experience working in a Front Office/Valet supervisory role, preferably within an upper upscale or luxury hotel environment.
- Ability to read and interpret general business periodicals, technical procedures, or government regulations.
- Ability to read, write, speak, and understand English.
- Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
- Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
- Ability to apply concepts of basic algebra and geometry.
- While performing the duties of this job, the employee is regularly required to stand and talk or hear.
- The employee is frequently required to walk; sit; and use hands to finger, handle, or feel objects, tools, or controls.
- The employee must occasionally lift and/or move up to 10 pounds.
- Specific vision abilities required by this job include close vision, distance vision, and color vision.
- While performing the duties of this job, the employee occasionally works in outside weather conditions.
- The noise level in the work environment is usually moderate.
Qualifications
- Prior experience in a quality luxury hotel or similar industry.
- Knowledge of hotel structure and interaction between departments.
- Prior experience with HMS.
Skills
- Strong leadership and supervisory skills.
- Excellent communication and interpersonal skills.
- Proactive problem-solving and decision-making abilities.
- Attention to detail and organizational skills.
- Ability to manage multiple tasks simultaneously.
Benefits
Starwood Hotels offers competitive compensation and benefits, including:
- $85,000-100,000 annually + incentive bonus.
- Health insurance coverage.
- Retirement savings plans.
- Flexible work arrangements.
- Professional development opportunities.
Pay
$85,000-100,000 annually + incentive bonus
Schedule
Full-time position
Company Overview
As a mission-driven company, our purpose is our true north, and our compass guides the way. The purpose we live by impacts the lives of our team members, drives the experiences for our guests, builds community with like-minded travelers, and takes care of the planet we live in. Founded in 2006 by Barry Sternlicht, Starwood Hotels is a luxury hotel brand management company and affiliate of global private investment firm Starwood Capital Group.
About Us
We believe in a diverse, sustainable workforce with an empowered, inclusive culture. We are committed to non-discrimination on any protected basis covered under applicable law. If you require any special accommodations, please visit People Operations.