Guest Services Manager

Job Description

Job Description

Company Description

About Us:

Welcome to the Ala Moana Hotel by Mantra, where island living meets world-class hospitality. As one of Honolulu's most iconic landmarks and Oahu's premier condo-hotel, we sit at the heart of the city, surrounded by the energy and beauty that make Hawaii truly one of a kind.

Spanning two towers and home to 1,176 beautifully appointed rooms, our guests wake up to breathtaking views of the Pacific Ocean, Diamond Head, and the glittering Honolulu skyline. And in 2025, we took it a step further. Following an extensive renovation, every room now features a fresh, island-inspired design paired with modern furnishings that capture the very essence of Hawaii's vibrant culture and contemporary elegance.

But what truly sets us apart is our people. To our community, we have always been more than just a hotel. We are the Kama`aina hotel of choice, a place deeply rooted in the spirit of aloha, where both guests and team members feel genuinely at home.

If you are passionate about hospitality, proud of where you come from, and ready to be part of something exciting, we would love to have you on our team. This is more than a job. This is a place to grow, to belong, and to thrive.

Accor is one of the world's leading hospitality groups, spanning 45+ brands, 5,800 hotels, and 10,000+ restaurants and lifestyle destinations across the globe. When you join Accor, you are not just joining a company, you are joining a movement.

Your personality is valued, your growth knows no boundaries, and every action you take creates a meaningful impact on our guests, your colleagues, and our planet. Accor is pioneering the art of responsible hospitality and we want you to be part of that journey.

As a Heartist, you are encouraged to let your heart guide you. Our mission is human and essential, to bring cultures together, open windows on the world, and deliver unforgettable experiences every single day.

Job Description

About The Role :

The Guest Services Manager ensures the smooth running of the property whilst on duty, through supervision and coordination of the front office.

What You'll Do:

• Daily Responsibilities:
  • Review the “Log Report”, memos, emails, and Daily Function Sheet at the start of the shift.
  • Log all incidences and occurrences during your assigned shift into the “Log Report”.
  • Ensure that all duties of the “Guest Service Manager Daily Duties Check List” is completed.
  • Respond to PBX’ all code red calls and handle as necessary
  • Coordinate with various airlines regarding potential delayed flights.  Obtain information, complete booking form, and inform all affected departments.
  • Maintain various logs, including but not limited to: Airline/Porterage/Valet Fees and Coupons.
  • Assist Reservations Department after hours and weekends, as needed.
  • Maintain consistent communication with other departments and Managers.
  • Maintain cleanliness of the front office area.
  • Coordinate the work flow of the front office team to ensure that the front office is covered at all times, including meal breaks.
• Handles guests’ needs and complaints.  Assist with guest discrepancies and resolve situations in a professional and positive manner ensuring all team members are providing extraordinary service.
• Supervise lobby and front of the house employees in the absence of the respective Department/Sub-department Heads.

• May perform other duties as assigned by the Front Office Management Team.

Qualifications

What You Bring:

• High school diploma or equivalent
• Minimum two (2) years of front desk, guest services or equivalent experience
• Working knowledge of hotel and front desk operations
• Excellent written and verbal communication skills
• Proven leadership skills, sound judgment and the ability to work well with a diverse staff. 

Preferred Qualifications:

• Experience in a Union setting
• Hotel management experience

Additional Information

Why Join Our Team?

At the Ala Moana Hotel by Mantra, we believe that taking care of our guests starts with taking care of our team members. Here is a look at what we offer:

• Health & Wellness: Comprehensive Medical, Dental, Vision, and Drug coverage to keep you and your family healthy, plus access to our Employee Assistance Program (EAP) for mental health and wellness support.
• Time to Recharge: Paid vacation, sick leave, and holidays because we know that rest and balance matter.
• Getting Here: Parking options available and a bus subsidy to help offset your commute costs.
• Dining: Enjoy a complimentary meal during your shift in our Team Member Cafeteria.
• Looking Sharp: Uniforms provided or dry-cleaning allowance so you always feel your best.
• Travel Perks: Exclusive hotel discounts through Accor's global network of properties worldwide.
• Growth & Development: Access to training, development programs, and career growth opportunities because we are invested in your future.
• Community & Culture: Our Heart Committee organizes engagement events, community service initiatives, and wellness activities to keep our team connected, inspired, and thriving.

Salary:

$71,600 - $79,598 annually

Salary offer is based on a number of factors such as job-related knowledge, skills and experience. Our company offers a competitive benefits package on top of base.

Ala Moana Hotel by Mantra is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Ala Moana by Mantra does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.