Guest Services Mgr

Description

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

Requirements

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

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance