Guest Services Manager

Overview

Oversee guest services, concierge, and front desk operations to ensure guest satisfaction.

Key Responsibilities

• system ops
• cash handling
• key control
• revenue forecast
• rate analysis
• employee scheduling

Tasks

-Coordinate all aspects of the ongoing implementation of the Highgate Hotel philosophy of service. -Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner. -Focus the Guest Services Department on their role in contributing to the Guest Service and audit scores. -Maintain high standards of personal appearance and grooming, which include wearing nametags. -Monitor proper operation of the P.B.X. console and ensure that employees maintain Highgate Hotel S.O.P.'s in its use. -Maintain a warm and friendly demeanor at all times. -Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming. -Ensure staff greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel S.O.P.'s. -Ensure sign off of all Service Standards by Position for Guest Services staff. -Develop employee morale and ensure training of Guest Services personnel. -Must maintain constant communication with Housekeeping, Reservations and the Credit Manager. -Attend all hotel required meetings and trainings. -Maintain Highgate Hotel S.O.P.'s regarding Purchase Orders, vouchering of invoices and checkbook accounting. -Ensure that no-show revenue is maximized through consistent and accurate billing. -Motivate, coach, counsel and discipline all Guest Services personnel according to Highgate Hotel S.O.P.'s. -Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department. -Ensure correct and accurate cash handling at the Front Desk. -Monitor all V.I.P.'s, special guests and requests. -Prepare and conduct all Guest Services interviews and follow hiring procedures according to Highgate Hotel S.O.P.'s. -Ensure participation within department for monthly Highgate Hotel team meeting. -Participate in M.O.D. coverage as required. -Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel. -Follow and enforce all Highgate Hotel credit policies. -Ensure that Wage Progress, Productivity and the Ten Day Forecast are completed on a timely basis according to Highgate Hotel S.O.P.'s. -Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner. -Review Guest Services staff's worked hours for payroll compilation and submit to Accounting on a timely basis. -Work closely with Accounting on follow-up items, i.e., returned checks, rejected credit cards, employee discrepancies, etc. -Maximize efforts towards productivity, identify problem areas and assist in implementing solutions. -Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees. -Attend daily and monthly Rooms Merchandizing meetings. -Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments. -Establish and maintain key control system. -Carry a cell phone at all times. -Prepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements. -Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations. -Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily, i.e. flash report, allowances, etc. -Participate in required M.O.D. program as scheduled. -Ensure implementation of all Highgate Hotel policies and house rules. Understand hospitality terms. -Respond 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. -Maintain and monitor "Lost and Found" procedures and policies according to Highgate Hotel standards. -Assist in preparation of revenue and occupancy forecasting.

Requirements

• windows
• spreadsheets
• supervisory
• 5+ years
• problem solving
• communication

What You Bring

-Must be able to maintain confidentiality of information. -Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests. -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. -Must be able to multitask and prioritize departmental functions to meet deadlines. -Must be proficient in Windows, Company approved spreadsheets and word processing. -Supervisory experience 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. -Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary. -Must have a valid driver’s license from the applicable state. -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 able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.

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About Highgate

-Specializes in identifying and unlocking value across the hospitality and real estate sectors. -Has a strong presence in major markets worldwide, with a diverse portfolio spanning luxury, boutique, and extended-stay properties. -Expertise includes hotel operations, development, asset management, and investment strategies. -Approach focuses on strategic acquisitions, partnerships, and repositioning of underperforming assets. -Notable projects include the management of high-end hotels in prime locations, ranging from urban centers to resort destinations. -Known for innovative strategies and the ability to transform and enhance real estate properties. -Continuously leverages market insights and technology to stay at the forefront of the hospitality and real estate industries.

Sector Specialisms