MK Guest Services Manager

Division: Management & Non-Union (MAN010)
Band 3
MK Front Office Guest Services Manager
Primary Responsibilities: Responsible for ensuring guest satisfaction in all areas of the resort with special emphasis on Beach, Front Office and Housekeeping operations. Develop and maintain relationships with hotel guests, residential guests and club members in order to enhance the Mauna Kea guest experience. Ensure all areas of responsibility operate according to established standard operating procedures with particular focus on enhancing the guest experience. Interface and coordinate operations with all hotel departments to better serve our guests and members. Assist in the training and coaching of employees to ensure they follow your lead and do the same in your absence.



Essential Duties:

Help develop policies and standard operating procedures for the departments you support.
Coordinate amenities and activities throughout various departments to enhance the guest experience.
Build and maintain relationships with guests and members alike.
Expeditiously handles guest requests and complaints.
Ensure special guest requests are communicated to the appropriate department and handled properly.
Ensure safety training and standards are maintained and procedures followed.
Promote the hotel, facilities and services.
Conduct daily coaching and walkthroughs to ensure our team members are delivering high levels of guest service.
Train, supervise, evaluate, counsel and discipline department staff as appropriate during your MOD shifts.
Support department heads with scheduling and managing labor and other department operating expenses.
Review, approve and verify department staffing and payroll.
Perform other related duties as assigned or required.


Other Duties:

Attend regular department meetings.
Attend resort management meetings.
Help maintain department communication boards.
Help maintain inventory of supplies and equipment.


Working Conditions:

Normal office conditions
Work outdoors in the sun and various weather and ocean conditions supervising the beach, beach lawn and activities in other areas of the hotel property.
Entrance or front office area of the hotel to greet guests; outdoor in various weather conditions.
Escort guests to rooms; travel between hotels on the resort.


Work Hours:

Must be able to work schedule set by the Hotel Manager.
Must be able to work long and irregular hours.
Must be able to work in excess of 50 hours in a week.


Equipment Use:
· Proficient in the use of a computer and with the resort’s word, spreadsheet and other required software.
· Telephone and radio.
· Various office equipment including but not limited to calculators, photocopiers and facsimile machines.
· Park and retrieve guest vehicles
· Drive electric cart to shuttle guests within the property.
· Automated External Defibrillator

Mental and Physical Demands:

Ability to prioritize and organize workload to ensure deadlines are met.
Able to manage stressful and challenging situations.
Able to stand and walk during most of shift.
Bend, reach, lift and carry up to 50 lbs to assist with luggage.
Able to sit at a desk to do administrative duties.


Communication Demands:
· Must be able to effectively communicate in person, over the phone or in writing, with guests, employees and vendors.
· Effectively disperse information at meetings or to affected employees and departments.
· Must be able to train employees, assist in writing manuals, notices and memos.

Minimum Qualification Requirements:

4 year college or equivalent in related work experience
6 years related work experience
Skills to effectively supervise and manage the department and meet goals.
Ability to investigate and resolve complaints promptly.
Complete training to respond to emergencies, CPR/First Aid, First Responder, preferred.
Driver’s License, preferred
Must be pleasant, friendly and smiling.