ONE Lodging - now part of Aimbridge Hospitality
The Guest Services Manager will serve as a key liaison for hotel guests and will ensure that the highest standards for service, safety, privacy and comfort are maintained throughout the Front Office. Often functioning as a right hand to the Assistant General Manager, the Guest Services Manager will direct and support all Front Office operations to include reservations, group billing and accommodation, check-ins/check-outs, team training and development, brand compliance and guest or public inquiries. As a visible member of the property's Leadership Team, they will serve as a role model for ONE's mission, vision and values. Working in close partnership with other department heads, the Guest Services Manager is accountable for directing and coordinating the resources, tasks, requirements, systems and processes related to the front desk, and for creating an energized and positive work environment within the department and throughout the hotel.
Monitor and evaluate all Guest Services daily activities to ensure successful operations.
Establish, audit and update departmental procedures, standards, guidelines and objectives.
Execute HR-related processes for the department, such as recruitment, on-boarding, scheduling,training, counseling and discipline.
Plan, organize and delegate daily tasks and activities against forecasted business volume; Regularly review forecasts to ensure proper staffing, planning and organization.
Support the hotel's sales, revenue management and overall business strategies to maximize revenues and profitability.
Provide on-going performance coaching; Ensure that guests are welcomed and engaged by guest service agents according to brand and company standards, and that their needs and requests are properly attended to.
Monitor each shift to ensure that proper methods of payment are taken and that procedures for cash handling are followed.
Run, review, distribute and file required daily reports.
Serve as problem solver in instances of guest dissatisfaction; Resolve complaints, concerns or issues in a timely and helpful manner.
Report and follow up on any maintenance issues or safety hazards.
Serve as a support resource for Guest Services staff; Maintain visibility and availability to answer questions, assist with issues and pitch in by answering telephones and performing other Guest Services tasks when busy.
Conduct daily quality checks and provide coaching to drive exceptional service and guest satisfaction at all points of contact related to front office, to include pre-arrival, check-in/check-out and transportation.
Drive effective communication within the department; Conduct huddles for all shifts and organize regular meetings to ensure consistency, cohesiveness and understanding of objectives and priorities.
Analyze, address and respond to guest feedback in person, on travel review sites, comment cards or other mediums.
Issue supplies and equipment as needed and participate in regular inventories to ensure proper levels of Guest Services supplies.
Intervene in and properly document and communicate guest or employee incidents.
Approve and process vendor invoices, complete bank deposits, audit cash banks and perform other accounting-related functions as necessary.
Serve as product knowledge expert regarding brand-specific requirements, systems, processes, and programs; Work with brand liaison to ensure that all resources are understood and utilized.
Maintain the integrity of the company's safety and security programs and ensure adherence to all company policies, practices, procedures and guidelines.
Monitor, analyze, evaluate and report on guest satisfaction performance; Make recommendations for continuous improvement and implement necessary changes to meet and exceed hotel objectives and to enhance service and operational efficiency.
Perform other duties as needed and as directed by General Manager, Assistant General Manager, Maintenance Director, Sales Director and other Leadership Team members.
A minimum of 2 years' previous hotel front office operations and leadership experience, to include successful management of a large staff and focus on exceptional guest service.
Bachelor's degree and/or appropriate combination of education and work experience to support on-the-job effectiveness.
Previous experience in executing against operating budgets, with an established history of meeting or exceeding established financial objectives.
Tech savvy, with high proficiency in all Microsoft Office programs.
Exceptional verbal and written communications with demonstrated success in collaborating with diverse organizational functions to accomplish common goals.
Exceptional service orientation, with keen ability to focus and deliver on guest needs.
Reliable and responsible character, with exceptional follow up and attention to detail.
Proactive approach, with exceptional initiative and problem solving abilities to ensure the highest levels of productivity and guest satisfaction.
Ability to multi-task and effectively manage numerous priorities within a fast-paced environment.
Strong familiarity with branded hotel standards and requirements.
Schedule flexibility and ability to work extended and/or irregular hours to include nights, weekends and holidays.