Guest Services Manager

Salary Details

Salary Description: Competetive Salary Offered

Job Description For Guest Services Manager

Description

Andaz Maui at Wailea is the first resort for the Andaz brand. Situated on Maui's premier southwestern coastline, the 15-acre beachfront resort is located along Mokapu Beach in Wailea, one of the most sought after leisure and resort destinations in the world. The luxury resort community of Wailea includes a 1.2 mile-long oceanfront beach path connecting five crescent-shaped, golden-sand beaches, a premier shopping center and distinguished restaurants.

The Guest Services Manager plays a pivotal role in curating an exceptional arrival and departure experience for our guests at Andaz Maui. Their leadership will ensure seamless coordination of all front drive operations including luggage services, valet, guest room orientation, pre-arranged and on-demand transportation, Courtesy Car operations, room drops, VIPs and special requests. The Guest Services Manager is a Department Head level role and reports directly to the Director of Rooms.

Key Responsibilities:

• Lead the Guest Services team to deliver a warm, personalized and memorable experience while driving key performance metrics through HySat
• Oversee all arrival and departure logistics, ensuring efficiency in luggage handling, room orientation, vehicle coordination and valet operations
• Partner closely with the Front Office and VIP Leadership team to align on expected arrival times, guest names, VIP preferences and special requests to provide tailored service
• Maintain strong collaboration with Housekeeping, Concierge, Food and Beverage, Sales and Events to enhance the overall guest journey
• Elevate brand loyalty and guest satisfaction by proactively identifying and resolving service challenges
• Foster a culture of excellence by coaching, mentoring and inspiring the Guest Services team to consistently exceed guest expectations
• Ensure compliance with safety and security procedures for guest transportation and valet services
• Monitor and analyze guest feedback and service scores, implementing enhancements to continuously improve the arrival and departure experience
• Manage departmental expenses, including payroll, valet revenue and operating supplies, ensuring alignment with budgetary goals
• Oversee purchasing and inventory management, maintaining proper par levels for guest amenities, luggage handling equipment, uniforms and all other valet operational supplies.
• Lead with Hyatt's values of Empathy, Wellbeing, Respect, Integrity, Experimentation and Inclusion.

Hyatt has redefined the hotel experience that reflects the Hindi meaning of "Andaz, personal style". Local inspirations, simplified luxuries, uncompromised service and leading edge design all create the Andaz concept which is growing worldwide.

Hyatt is a place where high expectations aren't just met-they're exceeded. It's a place of outstanding rewards, where talent opens doors to exciting challenges in the hospitality industry. It's a place where career opportunities are as unlimited as your imagination. Discover your place to shine in our warm, respectful, and inclusive culture.

This is not your typical career opportunity. This is the Hyatt Touch.

The salary range for this position is $66,100 to $80,900. Decisions regarding individual salaries commensurate with experience and qualifications.

Qualifications

• Leadership experience, preferably in the luxury hospitality market within Guest Services, Front Office or Concierge
• Strong organizational and problem-solving skills with the ability to adapt in a fast-paced environment
• Excellent interpersonal and communication skills with a passion for delivering exceptional service
• Proven ability to lead and develop high-performing teams, fostering a culture of engagement, collaboration and accountability
• Operating system knowledge such as Outlook, HotSOS, Opera and more
• Flexible scheduling based on operational needs
• Valid driver's license and clean driving record
• Ability to lift 50 lbs and be on feet for long periods of time