Guest Services Manager (OEM)

Overview

Oversee front desk, guest services, and revenue while ensuring guest satisfaction.

Key Responsibilities

• room blocking
• cash handling
• complaint resolution
• radio operations
• key control
• check‑in/out

Tasks

-Block rooms for special groups, arrivals, airline crew etc. -Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments. -Authorize and sign adjustments and paid outs over the limit. -Monitor key control to maintain hotel security -Review Front Office log books and Guest Request log on a daily basis. -Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department. -Establish and maintain attentive, friendly, courteous and efficient hospitality at the Front Desk, Coconut Club, Pool and Front Drive. -Attend all hotel required meetings and trainings. -Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner. -Ensure team understands and remains focused on their role in contributing to the Guest Service and audit scores. -Train new employees, help to develop and implement training programs. -Ensure that employees, including third party employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees. -Work closely with third party companies to help deliver seamless and enjoyable guest experiences. -Assist in training and cross training of new hires, current employees, third party employees on a regular basis. -Respond to all guests’ requests, problems, complaints and/or accidents presented at the Front Desk or through Reservations, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction. -Participate in Room Inspection programs. -Monitor proper operation of the P.B.X. console and ensure that employees maintain Highgate Hotel S.O.P.'s in its use. -Monitor all appropriate service delivery systems. -Resolve guest complaints effectively and efficiently. -Ensure correct and accurate cash handling at the Front Desk. -Assist with sign off of all Service Standards by Position for Guest Services staff. -Establish and maintain good communications and teamwork with fellow employees and third party employees. -Ensure implementation of all Highgate Hotel policies and house rules. Understand hospitality terms. -Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations. -Follow and enforce all Highgate Hotel credit policies. -Oversee discrepancy report and monitor follow-through. -Assist with development of employee morale and ensure training of Guest Services personnel. -Responsible for issued house bank. -Be aware of all rates, packages and promotions currently underway. -Ensure the maximization of room revenue through property approved upsell system. -Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag. -Work closely with housekeeping regarding daily operations. -Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel. -Maintain a warm and friendly demeanor at all times. -Be able to perform, completed and ensure that all tasks and duties on the shift checklist are completed in a timely and efficient manner. -Greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel S.O.P.'s. -Maximize efforts towards productivity, identify problem areas and assist in implementing solutions. -Perform check-ins and checkouts; confirm that all SOP’s are being followed properly. -Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner. -Participate in MOD coverage as required. -Maintain log of rooms in “out of order” status.

Requirements

• windows
• spreadsheets
• word processing
• front office
• high school
• 2-3 years

What You Bring

-Must be able to effectively communicate both verbally and written, with all levels of employees and guests in an attentive, friendly, courteous and service oriented manner. -Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary. -At least 2 to 3 years of progressive experience in a hotel or a related field recommended. -College course work in related field helpful. -Have knowledge of and assist in all emergency procedures as required. -Must be able to show initiative, including anticipating guest or operational needs. -Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests. -Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives. -High School diploma or equivalent required. -Previous supervisory responsibility preferred. -Fully comprehend and operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming. -Long hours required, must be able to stand for entire shift. -Must be able to cross-train in other hotel related areas. -Must be able to maintain confidentiality of information. -Must be able to multitask and prioritize departmental functions to meet deadlines. -Must be proficient in Windows, Company approved spreadsheets and word processing. -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.

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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