Guest Services Manager/ FOM (Hilton Garden Inn)

General Responsibilities

• Directly supervise all front office personnel and ensure proper completion of all front office duties.
• Direct and coordinate the activities of the front desk, reservations, guest services, and telephone areas.
• Ensure the proper appearance of the lobby and all public areas, including the complimentary breakfast area.
• Function as the Manager on Duty (MOD) when scheduled as such by the General Manager.

Primary Functions:

• Revenue:
• • Financial: Aggressively pursue the hotel’s revenue goals and effectively utilize yield management and revenue maximization tools. Constantly seek new ways to increase room revenue and occupancy.
  • Rates: Aggressively and effectively manage and continuously update rates on the web and all other distribution channels.
  • Sales & Marketing: Work closely with the sales team and capitalize on all revenue opportunities.
• Profit:
• • Effectively control and manage all front office and breakfast area operational expenses including labor, overtime, supplies etc., and seek and implement cost saving strategies.
• Quality:
• • Guest Service: Ensure that the hotel meets/exceeds SMG and Brand standards for guest satisfaction.
• Leadership:
• • Leading: Motivate, coach and train Front office team members, set goals and hold team members accountable, and provide feedback, rewards, and recognition.
  • Work Ethic: Demonstrate an elevated level of integrity, take ownership of personal and team actions, communicate effectively, promote collaboration, nurture a positive, professional work environment, and adhere to SMG’s Standard Operating Procedures.

Specific Responsibilities:

• Send a daily end of the day activity and accomplishment email to the General Manager and a copy to the SMG VP of Operations .
• Be proficient in the use of the property management system, and train front desk personnel on the system.
• Have a good understanding of all of hotel operating procedures.
• Enforce all existing and new policies and procedures with the front office and breakfast area staff.
• Maintain proper staffing in all front office areas and the breakfast area.
• Prepare and post the front office and breakfast area staff work schedules in a timely fashion.
• Conduct regular performance reviews of front office and breakfast area staff.
• Constantly monitor front office communications logs.
• Monitor appearance of all front desk and breakfast area staff, to ensure they are following company uniform policy.
• Conduct weekly departmental meetings, and individual meetings as needed.
• Supervise delegated responsibilities and follows up.
• Be proficient in the use of all front office equipment such as credit card machines, copier, and fax.
• Exhibit good leadership skills.
• Maintain all equipment, conduct an inventory on the last day of each accounting period, and maintain office and breakfast area supplies at par.
• Inform the General Manager of any unique situations, or unusual developments in front office operations.
• Manage guest complaints effectively & respond to all customer survey's on the hotel brand platform.
• Ensure  front office staff has completed all brand required training. 
• Review GSS scores as related to the front desk with team. Create and implement actionable goals where required. 
• Be willing and able to work any shift, including audit and fill in when other employees are not able to work their scheduled shift.
• Complete weekly schedules for front office and breakfast area staff as per standard operating procedures.
• Understand the Chart of Accounts to code the invoices for the Front Office and the breakfast area.
• Process reservations.
• Process reservations received from sales office and other hotel departments.
• Have complete knowledge of room types and offered rate plans.
• Open and close out discount rates on reservation systems when applicable.
• Fully understand the hotel’s franchise policy on guaranteed reservations and no-shows.
• Process cancellations and modifications to reservations.
• Promote goodwill by being courteous, friendly, and helpful to guests, managers, and all other associates.

Optimum Attributes:

• Effective Communication skills
• Pleasing personality
• Good collaborator
• Good listener
• Well-groomed and professional appearance.
• Open with praise, discreet with criticism.
• Valid drivers license & reliable transportation to and from location.