Guest Service Manager in Luana Waikiki Hotel at Marriott Vacations Worldwide Call Center

Date Posted: 2/17/2020

Job Snapshot

Job Description

Are you ready to grow your dream career while making others' vacation dreams come true? Marriott Vacations Worldwide is a world premier organization for Vacation Ownership with resorts at destinations around the globe. Join our team and help deliver unforgettable experiences that make vacation dreams come true.

Essential Functions

(Core duties or tasks which are fundamental and not marginal to the performance of the job.  Listed in order of importance and the approximate amount of time to spent each duty or task,)

  • Oversees smooth, effective operation of departments responsible for and assures training programs are followed and hotel policies enacted.
  • Interact daily with Hotel Manager/General Manager to resolve current problems and discuss happenings in the hotel.
  • Represent Hotel Manager/General Manager on days off resolving employee problems and guest complaints and any other hotel problems.
  • Generate and analyze statistical data as if relates to cost effective programs for the hotel (i.e. budget).
  • Plan departmental expenses on a monthly basis to coincide with dollar amounts budgeted – obtain approval in advance of exceeding budget.
  • Receive and code all bills pertaining to the Front Office and Reservations departments.
  • Ensure all VIP amenities are handled properly by the Guest Services staff and that all billing procedures are correctly followed.
  • Communicate with all hotel staff regarding VIP clients or special operational needs of a client (early c/in, group arrivals, preferred rooms, etc.)
  • Responsible for cost effectiveness of the department by operating within the budget and cutting costs where possible by means of purchasing wisely within the budget, in a timely fashion so as to impact the monthly statement correctly.
  • Reviews budget performance quarterly, making adjustments as necessary to the remainder of the budget for the current year.
  • Work on specially assigned projects pertaining to hotel operations.
  • Attend and contribute to all weekly management meetings.
  • Check daily to see that all employees are properly groomed, uniformed and wearing name tags.
  • Investigate promptly all Front Office over/shorts and report in writing findings to the Hotel Manager/General Manager.
  • Insure disciplinary process is followed closely in every case involving discipline (i.e. notes in file regarding late and no shows, written warnings, suspensions, etc.)
  • Assure all hiring and termination policies are followed including the proper paperwork is filed and sent to Human Resources.
  • Interact freely with employees to find better ways to approach problems and solve them.
  • Deposit daily cash intake, assure accuracy of deposits and order change for the hotel.  Responsible for the petty cash and change bank for the Front Desk and assuring monies are accounted for at all times.
  • Regularly submit petty cash for reimbursement, code all petty cash to the correct general ledger account.
  • Submit payroll bi-monthly for Guest Services staff including incentive pay.
  • Develop Incentive Program for Guest Services staff which motivates them and increases monetary intake for the hotel.
  • Hold monthly staff meetings.
  • Generate travel agent commission report bi-monthly, assure its accuracy and submit for payment.
  • Oversees the ADR and OCC (short-term) of inventories, opening and closing availability as necessary.
  • Organize and track comment cards.
  • Make weekly Guest Services staffing schedules with Hotel Manager/General Manager’s approval.
  • Make sure that accountability procedures are followed by all Guest Services personnel for parking, safe charges, internet, and other incidental charges.
  • Make every effort to assure guest luggage is always stored in a secure area.
  • Reconciliation of city ledger accounts.
  • Reconciliation of daily cash deposit.
  • Work closely with all departments, housekeeping and maintenance, keeping the lines of communication open and healthy.
  • Be sure Aqua Ten is implemented and maintained.
  • Perform other related duties as requested by Management.
  • Assimilate into the Hotel’s culture through understanding, supporting and communication.
  • Demonstrate working knowledge of the service standards.

Qualification Standards

(Necessary skills, degrees, certification required for core job function.)

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodations.

  • Excellent oral and written communication skills.
  • Ability to manage outside departments and agencies.
  • Ability to communicate effectively with Management.
  • Excellent organizational skills.
  • Ability to work well under deadline pressure and or travel.
  • 2 year college degree required or 3 years of hotel experience.
  • 3 years of cross-functional experience in hotel management or related industry is essential.  Cross-brand or product line experience preferred.  Strong experience in hospitality forecasting, pricing and inventory control is essential.
  • Adaptable to extensive travel and schedule changes.


Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.