Guest Services Manager

Description

DEPARTMENT: Front Office

POSITION: Guest Services Manager

JOB OVERVIEW:

Supervise the daily operations of Guest Services and staff to maximize revenues and profits while attaining optimal guest satisfaction. **Must have open availability, including weekends, nights, and holidays. Scheduled is is based on hotel business needs.**

Big Plus: Hilton experience particularly in OnQ.

REPORTS TO: Front Office Manager

GENERAL PURPOSE:

The Guest Services Manager coordinates front office activities of hotel and resolves problems arising from guests' complaints, reservation and room assignment activities, and unusual requests and inquiries. Assigns duties and shifts to workers and observes performances to ensure adherence to hotel policies and established operating procedures. Confers and cooperates with other department heads to ensure coordination of hotel activities. Answers inquiries pertaining to hotel policies and services. Greets important guests. Arranges for private telephone line and other special services.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

-Oversee day-to-day Guest Services activities

-Provide “hands-on” support especially during peak times and special events

-Maintain and improve the quality of the guest experience

-Create revenue enhancement opportunities

-Participate in all coaching and performance management processes

-Promote guest feedback programs as it relates to continuous improvement

-Maintain accurate knowledge of scheduled functions within the hotel to direct guests to correct locations

-Monitor and maintain cleanliness, sanitation and organization of assigned work areas.

-Maintain complete knowledge of and comply with all departmental policies/service procedures/standards

-Transport guest luggage from the point of arrival at the hotel to their assigned room.

-Assist in locating guest's lost luggage

-Oversees Valet and will need to have current Driver’s License, must be able to drive.

-Oversees all Hotel transportation needs

-Correctly tag, store and retrieve luggage from holding room.

-Identify and explain hotel facilities and features to guests while escorting them to their room

-Act as a concierge by assisting guests by performing various tasks such as recommending restaurants/activities nearby or booking transportation

-Manage Bell Stand telephone and answer within 3 rings using correct greeting and telephone etiquette

-Support front desk operations as needed

OTHER RESPONSIBILITIES AND DUTIES:

-Attend staff meetings and events

-Help train and develop other team members

-Cultivate an atmosphere of continuous learning

-Foster and grow working relationships with other departments

-Assist other front office team members

-Maintain and improve the quality of the lobby and public areas

-Create new arrival and stay improvements for all guests

ASSOCIATE IS HELD ACCOUNTABLE FOR ALL DUTIES OF THIS JOB

JOB QUALIFICATIONS:

To perform this job successfully, and individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1+ year departmental management or supervisory experience in hotel front office

KNOWLEDGE / SKILLS / ABILITIES:

-Excellent communication skills – both verbal and written required

-Fluency in English – Both verbal and written

-Excellent organization and time management skills

-Good interpersonal skills required

-Excellent listening skills required

-Ability to work well in a team

-Must be adaptable and flexible

-Ability to multi-task

-Remain calm and professional under stress

-Ability to maintain a positive attitude

-Ability to handle conflict and confrontation

-Ability to work with little or no supervision

-Be able to make decisions, possess good judgment

-Perform job functions with attention to detail, speed and accuracy

-Must be able to work weekends, nights and holidays

-Strong leadership and motivational skills required

-Strong proficiency with

-Microsoft Excel preferred

-OnQ PM and OnQ R&I experience required

-Passion for driving team member and guest engagement

EDUCATION OR FORMAL TRAINING:

-Hospitality college degree preferred

-Industry Certifications preferred

MATERIAL AND EQUIPMENT USED:

-Fax/copy machine

-Computer and printer

-Standard department operating equipment

-Bell carts and other standard hotel guest service equipment

-Property vehicles used in transportation of customers and or equipment

WORKING ENVIRONMENT AND PHYSICAL ACTIVIES:

-Prolonged periods of sitting and data entry, approximately 6 hours per day

-Limited physical lifting, pushing, pulling 25-50 lbs

-May be at computer and desk for long periods of time.

Pay Range: $22 to $25 Per Hour, Based on Experience

Application Deadline: June 30th or until position is filled.

STANDARD SPECIFICATIONS

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently.

A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor.

This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.

The Hilton Denver Inverness Hotel is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)