Guest Services Mgr Overnight

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.

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.
• 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.
• 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 schedules 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.