Guest Service Manager

Guest Services Manager

The Guest Services Manager is responsible for ensuring the operation of the Guest Services, Concierge and Uniformed Services/Transportation in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy. This is an OEM position and overtime does apply and is calculated accordingly.

Responsibilities include:

• Responding to all guests' requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
• Motivating, coaching, counseling and disciplining all Guest Services personnel according to Highgate Hotel S.O.P.'s.
• Carrying a cell phone at all times.
• Preparing and conducting all Guest Services interviews and following hiring procedures according to Highgate Hotel S.O.P.'s.
• Developing employee morale and ensuring training of Guest Services personnel.
• Maximizing room revenue and occupancy by reviewing status daily. Analyzing rate variance, monitoring credit report and maintaining close observation of daily house count. Monitoring selling status of house daily, i.e. flash report, allowances, etc.
• Attending daily and monthly Rooms Merchandizing meetings.
• Participating in required M.O.D. program as scheduled.
• Reviewing Guest Services staff's worked hours for payroll compilation and submitting to Accounting on a timely basis.
• Preparing employee Schedule according to business forecast, payroll budget guidelines and productivity requirements.
• Ensuring that no-show revenue is maximized through consistent and accurate billing.
• Maintaining Highgate Hotel S.O.P.'s regarding Purchase Orders, vouchering of invoices and checkbook accounting.
• Ensuring that Wage Progress, Productivity and the Ten Day Forecast are completed on a timely basis according to Highgate Hotel S.O.P.'s.
• Maintaining a professional working relationship and promoting open lines of communication with managers, employees and other departments.
• Working closely with Accounting on follow-up items, i.e., returned checks, rejected credit cards, employee discrepancies, etc.
• Operating all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
• Monitoring proper operation of the P.B.X. console and ensuring that employees maintain Highgate Hotel S.O.P.'s in its use.
• Ensuring staff greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel S.O.P.'s.
• Ensuring implementation of all Highgate Hotel policies and house rules. Understanding hospitality terms.
• Ensuring sign off of all Service Standards by Position for Guest Services staff.
• Assisting in preparation of revenue and occupancy forecasting.
• Ensuring logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Maintaining constant communication with Housekeeping, Reservations and the Credit Manager.
• Operating radios efficiently and professionally in communicating with hotel staff. Ensuring the proper use of radio etiquette within the department.
• Coordinating all aspects of the ongoing implementation of the Highgate Hotel philosophy of service.
• Ensuring correct and accurate cash handling at the Front Desk.
• Following and enforcing all Highgate Hotel credit policies.
• Ensuring that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
• Maintaining and monitoring "Lost and Found" procedures and policies according to Highgate Hotel standards.
• Establishing and maintaining key control system.
• Ensuring participation within department for monthly Highgate Hotel team meeting.
• Focusing the Guest Services Department on their role in contributing to the Guest Service and audit scores.
• Monitoring all V.I.P.'s, special guests and requests.

Qualifications include:

• At least 5 years of progressive experience in a hotel or a related field; or a 2-year college degree and 3 or more years of related experience; or a 4-year college degree and at least 1 year of related experience.
• Supervisory experience required.
• Must be proficient in Windows, Company approved spreadsheets and word processing.
• Must have a valid driver's license from the applicable state.
• Long hours sometimes required.
• Light hours sometimes required.
• Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Maintaining a warm and friendly demeanor at all times.
• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approaching all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Attending all hotel required meetings and trainings.
• Participating in M.O.D. coverage as required.
• Maintaining regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintaining high standards of personal appearance and grooming, which include wearing nametags.
• Complying with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximizing efforts towards productivity, identifying problem areas and assisting in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to maintain confidentiality of information.
• Performing other duties as requested by management.