Guest Services Manager

JOB SUMMARY

The Guest Services Manager owns their space as a social director, a master curator, an innovator and a relationship builder. They are responsible for sensing and delivering on our guests’ expectations and leaving them with a lasting impression that will keep them coming back again and again. The style and warm nature of the Guest Services Manager epitomizes the level of service expected from the brand and inspires fellow associates to serve guests in the same way. The role accommodates and adjusts to atypical requests without getting flustered; he/she moves about the public space to deliver service that fulfills our guests’ desire to enrich their passions. All of this focus is to help drive stellar financial performance, guest satisfaction, and employee engagement. They are also responsible for working with the business development/sales person.

CORE WORK ACTIVITIES

Maintaining Guest Services and Front Desk Goals

• Manages day-to-day operations, promoting quality products that meet standards and meeting the expectations of the customers on a daily basis.

· Develops specific goals and plans to prioritize, organize, and accomplish work.

• Handles complaints, settles disputes, and resolves grievances and conflicts, or otherwise negotiates with others.
• Supervises staffing levels to provide the proper level of guest service and deliver on operational needs and financial objectives.

· Verifies that regular on-going communication is happening with employees to create awareness of business objectives and communicates expectations, recognizes performance, and produces desired results.

· Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.

• Participates in departmental meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results. 

Supporting Management of Front Desk Team

• Demonstrates a deep understanding of the brand and a passion for delivering on brand values that is contagious and inspiring.
• Helps others build their knowledge and expertise on target customers and how to successfully execute both brand and operational standards.
• Guides employees to provide exceptional service that produces high levels of guest satisfaction consistently and effectively.

· Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision-making; demonstrates honesty/integrity; leads by example.

• Provides services that are above and beyond for customer satisfaction and retention.
• Continually evaluates customer needs so they can be met time and time again.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Responds to and handles guest problems and complaints.

· Encourages and builds mutual trust, respect, and cooperation among team members.

• Serves as a role model to demonstrate appropriate behaviors. 
• Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
• Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
• Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager.

Ensuring Exceptional Customer Service

• Empowers employees to provide excellent customer service.
• Observes service behaviors of employees and provides feedback to individuals.
• Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.
• Ensures employees understand customer service expectations and parameters.
• Interacts with guests to obtain feedback on product quality and service levels.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement. 

Managing Projects and Policies

· Implements the customer recognition/service program, communicating and ensuring the process.

· Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates.

• Supervises same day selling procedures to maximize room revenue and control property occupancy.
• Supervises daily Front Desk shift operations and verifies compliance with all policies, standards and procedures.
• Verifies that property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process. 

· Supporting Human Resource Activities

• Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Solicits employee feedback, utilizes an “open door” policy and reviews employee satisfaction results to identify and address employee problems or concerns.
• Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources. 

· Assists as needed in the interviewing and hiring of employee team members.

· Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.

• Participates in employee progressive discipline procedures.  

· Additional Responsibilities

• Understands market dynamics, market-level objectives, and important aspects of the company’s business.
• Diagnoses strengths and weaknesses, anticipates opportunities and risks, and develops strategies and plans related to team projects.
• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Analyzes information and evaluating results to choose the best solution and solve problems.
• Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
• Performs all duties at the Front Desk as necessary.
• Runs Front Desk shifts whenever necessary.
• Handle guest mail and messages per established procedures.
• Develop a thorough staff, room locations room rates, amenities, and selling strategies.
• Participates in departmental meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results. 
• Monitor room availability and offer AGM and GM assistance in yield management and restrictions.
• Handle safe deposits by guests per established procedures.
• Keep lobby and desk area clean and presentable.
• Have a thorough knowledge of emergency and security procedures.
• Know how to clean guestrooms to standards.
• Clean and organize back-office area.
• Ensure all credit cards, cash and change funds are balanced throughout each shift.
• Keep maintenance informed of all maintenance needs. Assist in repairs and communicate with Engineering during after-hours emergencies.
• Must be able to answer questions that Guest Service Agents may have.
• Must be able to cover any call-off shift as per proper chain of command.
• Assist in Sales as needed including inputting groups, group reporting, collecting sales leads.
• Manage meeting room including set up/tear down and bookings as needed.
• Performs as Hotel MOD a minimum of 2 days per week; additionally as necessary
• Handle Direct Bill accounts including billing, posting payment, maintaining files, providing collection efforts and informing GM if accounts are reaching delinquent status.
• Act as Market Champion by completing inventories and completing orders using inventory and par worksheet, and maintain visual standards.

· Ensure periodic checks to ensure areas that are required to be locked are locked and secured, including the entrance door.

• Consistent professional and positive attitude and actions when communicating with guests, vendors and associates.

· Document, using Quore, on incidents regarding pertinent information to fellow staff and managers. Any other tasks / duties as requested by management.

· Perform other duties as assigned by management, of which employee is capable of performing.

Job Type: Full-time

Pay: $65,000.00 - $72,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 10 hour shift
• Day shift
• Evening shift
• Every weekend
• Holidays
• Morning shift
• Night shift
• On call
• Overnight shift

Ability to Commute:

• Brooklyn, NY 11217 (Required)

Ability to Relocate:

• Brooklyn, NY 11217: Relocate before starting work (Required)

Work Location: In person

Salary : $65,000 - $72,000