Guest Services Manager

• Compensation: USD 71,600 - USD 79,598 - yearly

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.

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.

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…