Guest Services Manager

Role summary

Written by MyIslandJob from the job title and employer. See the employer's page for the full description.

The Guest Services Manager leads daily guest-service and front-office operations, ensuring a welcoming, efficient, and luxurious experience. Requirements typically include several years of hotel or guest-relations experience, supervisory or management experience, strong communication skills, professional presentation, and familiarity with reservation or property-management systems. The role requires flexibility to work varied shifts, weekends, and holidays, along with the ability to resolve complaints, coordinate with other departments, coach associates, manage service recovery, and maintain Ritz-Carlton standards. Candidates should be calm under pressure, highly organized, culturally aware, and genuinely committed to personalized hospitality.

About the employer

The Ritz-Carlton Oahu, Turtle Bay is a luxury resort operated by Marriott International on Oahu's North Shore. The property combines Ritz-Carlton's renowned personalized service with Turtle Bay's expansive coastal setting, offering upscale accommodations, restaurants, wellness facilities, golf, cultural activities, and extensive outdoor experiences. Its guests typically expect attentive, polished service and meaningful connections to Hawaii's natural environment and local culture. As part of Marriott International, the resort provides access to established hospitality standards, training, career mobility, and employee benefits, subject to position and eligibility. Team members are expected to demonstrate genuine care, discretion, professionalism, and respect for Hawaiian traditions while delivering memorable experiences in a resort environment.