Guest Services Manager

The Guest Services Manager is responsible for the overall operation and service levels of the Guest Services Department, including: property shuttles, valet, bell and coordinator. Also responsible for hiring, training, supervising, motivating, developing, and counseling of all staff in areas of responsibility (line staff, supervisors and Assistant Managers). Act as Manager on Duty in the absence of Division Head. Resolve guest concerns by responding in a professional, efficient and timely manner.

Essential: 

1) 3-5 years Rooms Division Management level experience in a four/five star service environment.

2) Complete understanding of both Front of House and Back of House operations within the Rooms Division.

3) Ability to communicate in English with guests/visitors, management, and co-workers clearly and to their understanding.

4) Ability to provide clear and concise written communication.

5) Creative thinker with the ability to initiate programs on own.

6) Experience with PMS Systems and computer programs Excel and Word.

Desirable:

1) College graduate.

2) Knowledge of our Property Management System, OPERA PMS.

3) Experience with a service optimization system (KnowCross, Hotsos, etc..)

4) Multi-lingual.

ESSENTIAL JOB FUNCTIONS:

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees will be required to perform any other job-related duties assigned by their supervisor.

Essential: 

1) Ability to further develop, implement and

enforce hotel standards, policies, and procedures with Front Desk, PBX, and Bell staff.

2) Ability to motivate staff and maintain a cohesive team.

3) Ability to focus attention to detail and cultivate that in others.

4) Ability to maintain calm and resolve problems in a busy environment.

5) Ability to maintain discretion and confidentiality of all guests and pertinent hotel information.

6) Ability to work without direct supervision and think freely to develop own ideas.

7) Ability to work cohesively with other individuals and departments as part of a team.

8) Ability to hire, train, nurture, and develop staff.

9) Ability to communicate clearly and effectively.

10) Ability to prioritize work tasks and delegate as needed.

Primary Job Function:

1. Complete all Employee Action Forms (EAF) completely and on a timely basis.

2. Update all position job descriptions as needed.

3. Interview, hire, and train new employees to established service levels incorporating an understanding of company culture and behavioral expectations.

4. Evaluate the staffing requirements and prepare work schedules on a weekly basis, adhering to daily arrival and departure patterns, group activities, and budgetary guidelines.

5. Document any late or absent employees using guidelines established in the Employee Handbook. Maintain accurate and up to date employee records.

6. Schedule, assign, and monitor staff breaks.

7. Communicate incoming VIP’s and strategize service enhancement programs to include pre-calling, guest preferences, amenities etc. 

8. Communicate anticipated business demands daily with each employee (arrivals/departures, guest requests, guest follow-ups needed).

9. Ensure staff’s knowledge of in-house group activities and hotel services/special event programs.

10. Prepare and communicate assignments to staff. Assign additional tasks as they arise.

11. Respond to incoming calls within three (3) rings, using correct salutation and telephone etiquette. Provide correct phone etiquette for calls on hold using established service guidelines.

12. Be fully versed (and ensure same of staff ) of hotel emergency response procedures.

13. Ensure all staff is consistently following service standards and behavioral standards as established in the Employee Handbook and departmental training manual.

14. Maintain confidentiality of all guest information.

15. Ensure guest history and guest profile accounts are kept current.

16. Maintain proper room inventory and room assignments.

17. Provide hands on assistance to Front Office, Bell, Concierge and PBX staff whenever necessary to enable the performing of all job functions to guest satisfaction and established standards.

18. Conduct an in depth and thorough formal training program lasting no less than four weeks for new hires. Training must cover department procedural and behavioral standards, include in depth & hands on experience on programs offered and formal testing of knowledge as well as cross training in related departments.

19. Conduct on going training with existing staff.

20. Establish and update written training manual.

21. Update established SOP manual as procedures are enhanced.

22. Chair quarterly  departmental meetings for Guest Services and support Bell Captains and Door Captains with departmental monthly team meetings. 

23. Attend designated meetings (Events meeting, Yield meeting, Department Head meeting).

24. Lead Daily Shift Briefing meeting.

25. Provide system for daily communication of events, issues, and topics with staff.

26. Anticipate and accommodate all guest requests accurately and in a timely manner.

27. Work closely with other departments to effectively accommodate guest’s special requests and amenities.

28. Work closely with group contact to ensure all group specific needs and deliveries are met in a courteous and timely manner.

29. Handle guest complaints/disputes to ensure optimal guest satisfaction. 

30. Establish and maintain an efficient and guest friendly arrival process from Front Drive to Front Desk to Resort/Room orientation.

31. Establish and maintain a positive work environment with high employee morale showing empathy and respect to employees and guests.

32. Monitor and maintain cleanliness and working condition of departmental equipment.

33. Monitor and maintain cleanliness of Hotel Lobby and Front Drive.

34. Prepare work orders for maintenance repairs and distribute to Engineering.

35. Maintain supply levels and follow established guidelines for purchase order requisitions.

36. Manage expenditures based on established departmental budgeted figures.

37.  Prepare, update and submit daily/weekly payroll records.

38. Conduct performance appraisals of designated staff at 90 days and annually.

The salary for this position is $84,000. This is the pay for this position that the employer reasonably expects to pay. Decisions regarding individual salaries will be based on a number of factors, such as experience, type and of size of prior property experience, location, and education.