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The Guest Services Manager is responsible for ensuring the operation of the Guest Services, Concierge and Uniformed Services/Transportation in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy. Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America.

<h2>Compensation Type</h2>Yearly<h2>Highgate Hotels</h2>Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America. With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring 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 of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands. www.highgate.com<h2>Location</h2>  Hilton Garden Inn Kauai Wailua Bay<h2>Overview</h2>The Guest Services Manager is responsible for ensuring the operation of the Guest Services, Concierge and Uniformed Services/Transportation in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy.<h2>Responsibilities</h2><ul><li>Respond to all guests’ requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner.  Follow up to ensure guest satisfaction.</li><li>Motivate, coach, counsel and discipline all Guest Services personnel according to Highgate Hotel S.O.P.'s.</li><li>Carry a cell phone at all times.</li><li>Prepare and conduct all Guest Services interviews and follow hiring procedures according to Highgate Hotel S.O.P.'s.</li><li>Develop employee morale and ensure training of Guest Services personnel.</li><li>Maximize room revenue and occupancy by reviewing status daily.  Analyze rate variance, monitor credit report and maintain close observation of daily house count.  Monitor selling status of house daily, i.e. flash report, allowances, etc.</li><li>Attend daily and monthly Rooms Merchandizing meetings.</li><li>Participate in required M.O.D. program as scheduled.</li><li>Review Guest Services staff's worked hours for payroll compilation and submit to Accounting on a timely basis.</li><li>Prepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements.</li><li>Ensure that no-show revenue is maximized through consistent and accurate billing.</li><li>Maintain Highgate Hotel S.O.P.'s regarding Purchase Orders, vouchering of invoices and checkbook accounting.</li><li>Ensure that Wage Progress, Productivity and the Ten Day Forecast are completed on a timely basis according to Highgate Hotel S.O.P.'s.</li><li>Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.</li><li>Work closely with Accounting on follow-up items, i.e., returned checks, rejected credit cards, employee discrepancies, etc.</li><li>Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.</li><li>Monitor proper operation of the P.B.X. console and ensure that employees maintain Highgate Hotel S.O.P.'s in its use.</li><li>Ensure staff greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel S.O.P.'s.</li><li>Ensure implementation of all Highgate Hotel policies and house rules.  Understand hospitality terms.</li><li>Ensure sign off of all Service Standards by Position for Guest Services staff.</li><li>Assist in preparation of revenue and occupancy forecasting.</li><li>Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.</li><li>Must maintain constant communication with Housekeeping, Reservations and the Credit Manager.</li><li>Operate radios efficiently and professionally in communicating with hotel staff.  Ensure the proper use of radio etiquette within the department.</li><li>Coordinate all aspects of the ongoing implementation of the Highgate Hotel philosophy of service.</li><li>Ensure correct and accurate cash handling at the Front Desk.</li><li>Follow and enforce all Highgate Hotel credit policies.</li><li>Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.</li><li>Maintain and monitor "Lost and Found" procedures and policies according to Highgate Hotel standards.</li><li>Establish and maintain key control system.</li><li>Ensure participation within department for monthly Highgate Hotel team meeting.</li><li>Focus the Guest Services Department on their role in contributing to the Guest Service and audit scores. </li><li>Monitor all V.I.P.'s,  special guests and requests.</li></ul> <h2>Qualifications</h2><ul><li>At least 5 years of progressive experience in a hotel or a related field; or a 2-year college degree and 3 or more years of related experience; or a 4-year college degree and at least 1 year of related experience.</li><li>Supervisory experience required.</li><li>Must be proficient in Windows, Company approved spreadsheets and word processing.</li><li>Must have a valid driver’s license from the applicable state.</li><li>Long hours sometimes required. </li><li>Light hours sometimes required.</li><li>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.</li><li>Maintain a warm and friendly demeanor at all times.</li><li>Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.</li><li>Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.</li><li>Must be able to multitask and prioritize departmental functions to meet deadlines.</li><li>Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.</li><li>Attend all hotel required meetings and trainings.</li><li>Participate in M.O.D. coverage as required.</li><li>Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.</li><li>Maintain high standards of personal appearance and grooming, which include wearing nametags.</li><li>Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.</li><li>Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.</li><li>Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.</li><li>Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.</li><li>Must be able to maintain confidentiality of information.</li><li>Perform other duties as requested by management.</li></ul>

Hilton Garden Inn Kauai Wailua Bay

Guest Services Manager in Kapa’a, Hawaii | Careers at Hilton Garden Inn Kauai Wailua Bay

Accounting

Analysis Skills

Asset Management

Billing

Budgeting

Cellular Telephone

Coaching

Communication Skills

Computer Systems

Control Systems

Credit Cards

Credit Reports

D Programming Language

Driver's License

Establish Priorities

Flash Reporting

Forecasting

Hospitality and Tourism

Housekeeping/Cleaning

Identify Issues

Investment Management

Loan Structuring

Merchandising

Microsoft Windows Operating System

Multitasking

People Management

Performance Reviews

Philosophy

Problem Solving Skills

Productivity Management

Purchase Orders

Radio Operation

Real Estate

Regulations

Revenue Forecasting

Revenue Growth

Revenue Management

Sales

Software Administration

Spreadsheets

Staff Training

Standard Positioning Service (SPS)

Systems Maintenance

Time Management

Word Processing

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Back Office Management: Maintain accurate files, review membership agreements, and prepare daily paperwork for corporate processing. You will ensure every member is greeted with energy, while simultaneously managing the detailed systems, inventory, and financial reporting that keep the gym running smoothly.

Benefits: <ul><li>Bonus based on performance</li><li>Competitive salary</li><li>Free uniforms</li><li>Health insurance</li><li>Opportunity for advancement</li><li>Training & development</li><li>Wellness resources</li></ul> 

  We Empower the Fighting Spirit in You! The Assistant Operations Manager is the primary lead for the club’s front-end experience and "back office" administration. You will ensure every member is greeted with energy, while simultaneously managing the detailed systems, inventory, and financial reporting that keep the gym running smoothly. What We Offer <ul><li>Competitive Salary & Performance Bonuses</li><li>Comprehensive Benefits: Health, Dental, and Vision insurance (for eligible employees)</li><li>Growth: Tuition assistance and opportunities for career advancement</li><li>Perks: Free uniforms, employee discounts, and wellness resources</li></ul> Key Responsibilities Front-End & Member Experience <ul><li>First Impressions: Greet all members, manage guest check-ins, and ensure the lobby remains professional and clutter-free.</li><li>Problem Solving: Resolve member concerns and billing issues professionally within company parameters.</li><li>Service Excellence: Oversee the front desk, kids club, and juice bar to ensure all staff follow safety and service protocols.</li></ul>Operations & Administration <ul><li>Back Office Management: Maintain accurate files, review membership agreements, and prepare daily paperwork for corporate processing.</li><li>Financial Duties: Manage daily bank deposits and supervise all point-of-sale (POS) operations and revenue reporting.</li><li>Facility Maintenance: Conduct hourly locker room checks and monitor equipment status, escalating maintenance needs to the General Manager.</li></ul>Sales & Merchandising <ul><li>Dues Growth: Drive club revenue by managing past-due accounts and assisting with membership billing updates.</li><li>Retail Management: Ensure merchandise is optimally displayed, tracked, and sold to meet monthly retail targets.</li><li>Team Support: Work with the Operations Manager to implement local promotions and community events.</li></ul> Qualifications <ul><li>Experience: At least 6 months of customer service experience (fitness, retail, or hospitality preferred).</li><li>Skills: Strong communication skills, telephone etiquette, and the ability to multitask in a high-energy environment.</li><li>Technical: Basic computer proficiency and experience with POS systems.</li><li>Education: High School Diploma or GED; current CPR/AED certification required.</li><li>Physical: Ability to stand for a full shift and lift/move up to 25 lbs.</li></ul>  Ready to help lead our operations? Apply today! We respond to all applications.   This franchise is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. All inquiries about employment at this franchisee should be made directly to the franchise location, and not to UFC Gym.

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Guest Services Manager in Kapa’a, Hawaii | Careers at Hilton Garden Inn Kauai Wailua Bay Hilton Garden Inn Kauai Wailua Bay

Assistant Operations Manager UFC Gym

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