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Guest Service Manager

posted October 17, 2019

Fairfield Inn & Suites El Segundo Los Angeles Airport
El Segundo, CA
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About This Job

Job overview

As a Guest Services Manager, you will fill a key leadership role with an industry-recognized leader in hospitality management services. You will coordinate the activities of guest service representatives, drivers, housemen, and night auditors to ensure high-quality guest service. Your experience and expertise will focus on maximizing profits, developing and retaining employees and exceeding guest expectations. This position reports directly to the General Manager.

The ideal candidate will:

  • Have 3 or more years of Hotel Customer Service Hotel Supervisor/Management experience and brand experience preferred.
  • Be incredibly friendly, customer centric, love to smile and have knowledge of the local area. 
  • Have strong computer skills and brand POS experience.  Marriott brand experienced a plus.
  • Manages and controls the overall front house guest experience to include registration, creative guest problem resolution, correct billing and cordial appreciation upon departure. Motivates staff within all hotel departments and establishes a productive working environment for hotel.  Assists to conduct training classes regarding safety, security, department procedures and service guidelines.
  • Maximize room revenue and occupancy by reviewing status daily.  Monitor rate efficiency, monitor and credit report and maintain close observation of daily house count.
  • Supervises the Night Audit function and monitor the House Charge Worksheet and Flash Report for accuracy. 
  • Schedules guest service agents, reservation agents, bell staff, van drivers, telephone operators, and other staff within guest services. Oversees their reviews, training and development of staff to achieve hotel service quality standards.
  • Assists and/or leads revenue management with the implementation and execution of programs to ensure that the hotel's room occupancy and Average Daily Rate objectives are met.
  • Analyzes and generates guest issue, billing, and daily reports, and communicates information to employees and appropriate departments.  Assembles tracks and interprets financial and operational plans for the rooms department to include in the annual hotel budget.
  • Maintains procedures for security of monies, guest security and emergency procedures.
  • Respond quickly to guest requests or complaints in a friendly manner and appropriate action is taken. Follows up to ensure guest satisfaction.  Uses creative reasoning to overcome guest objections and concerns and to ensure 100% satisfaction.
  • Provides a professional image at all times through appearance and dress.

Note: Other duties as assigned by supervisor or management

Benefits for Full Time Employees

  • Medical, Dental, and Vision Coverage
  • 401K retirement plan 
  • Short and Long-Term Disability Income*
  • Term Life and AD&D Insurance 
  • Vacation PTO & Holiday/Sick PTO
  • Employee Assistance Program

*Specific plans for specific positions

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About This Employer

Fairfield Inn & Suites El Segundo Los Angeles Airport

525 North Sepulveda Boulevard
El Segundo, CA 90245

(310) 256-4577

350 Room Hotel

www.marriott.com

Our Hotel

Our recently renovated Fairfield by Marriott is a hotel near LAX airport, located just one mile away. A top choice among LAX hotels with shuttle service, our service is free and runs 24 hours a day. Guests enjoy our complimentary hot buffet breakfast, as well as free WiFi throughout. Suites feature a microwave and pullout sofa bed for their convenience. We are within walking distance of many corporate offices such as Northrop Grumman, Raytheon, AT&T, Chevron and Mattel. The Fairfield Los Angeles LAX/El Segundo hotel is also just minutes away from Manhattan Beach and located on the Pacific Coast Highway.

About Aimbridge Hospitality

At Aimbridge Hospitality, bigger really is better!  Now is a great time to join Aimbridge, the largest hotel management company in North America.  Currently with approximately 30,000 Associates and a diverse portfolio of more than 800 hotels and resorts, we are continuing to grow and expand!  Scale means opportunity, and here’s what that looks like at Aimbridge:

  • Culture – At Aimbridge we have high expectations for results and performance. That’s why we value passionate and service minded people who love to be challenged and who desire opportunities to directly contribute to the overall success of the Company.
  • Careers – We invest in training, technology, and talent. Through a collaborative and supportive approach, Aimbridge can take you where you want to go!  When you join Aimbridge, your professional network will instantly expand.  You’ll become part of industry history as Aimbridge Hospitality secures its place as not only the largest third-party manager of hotels and resorts, but also the best!
  • Community – Being good corporate citizens is something we take seriously at Aimbridge. Impact and connection is what it’s all about!  We engage internally and externally in a variety of ways to make a positive difference for each other, and within our local communities.