Guest Services Manager

DEPARTMENT: Front Office

JOB TITLE: Guest Service Manager

REPORTS TO: Front Office Manager/ Director of Hotel Operations

SUPERVISES: n/a

PRIMARY OBJECTIVE OF POSITION:

To supervise the front desk, bell staff, concierge team, guest relations, concierge lounge and the PBX to strive towards total guest satisfaction. Ensure that all associates are adhering to all hotel policies, standards, procedures and regulations, Needs to be able to perform in all front office functions. Assist with hiring, training and development of all associates working for the front office and PBX. Assist the Front Office Manager or Hotel Manager in all areas to ensure smooth operations.

RESPONSIBILITIES AND JOB DUTIES:

· Responsible for the smooth, efficient and professional operation of all front office and PBX areas.

· Ensures that all procedures and policies are in place and followed.

· Conducts audit and controls on a regular basis. Communicates with accounting in case of any irregularities; and coaches and counsels associates whenever appropriate.

· Ensures good communications between the departments.

· Strictly follows bank-out procedures and cash handling procedures.

· Ensures confidentiality of User Log-Ons. Ensure that users are logged out when leaving the area.

· Train and develop associates to the highest possible extent. Ensures that daily training is provided for technical, hospitality, communication, management, and organizational skills. Leads by example: Provides a high-quality service and aggressive hospitality towards all customers.

· Ensures that recognition programs for both guest and associates are in place and working. Uses TQM tools and empowerment to make decisions leading towards total customer satisfaction.

· Controls costs effectively to meet budget guidelines. Has control system in place for all controllable costs and man hours.

· Initiates additional tasks to improve existing procedures and guest satisfaction. Resolves system problems and can operate the system manually. Can lead the staff through a down time.

· Initiates monthly meetings in the department. Attend staff meetings, operations meetings, forecast meetings and sales strategy meetings.

· Is in the guest area during high traffic times to assist the front office associates and to ensure smooth operations.

· Have plans and actions in place to meet goals and mission of the company and the hotel.

· Be well groomed and conform with the hotel's dress code. Be informed about daily operations and events.

· Be highly visible during extraordinary events.

· Be familiar with sales strategies; communicate daily with reservation sales. Develop a thorough knowledge about all brands in Langham's portfolio.

· Know all frequent customers and be familiar with their special requests. Ensure that their needs are met.

· Be familiar with cultural differences and know correct behavior for each culture. Also know the different protocols and etiquette.

· Be knowledgeable about all emergency plans and know how to act upon them. Report any unusual occurrences immediately to the resident manager or the general manager.

· At all times strive to represent Langham in the most professional and courteous manner.

· Performs other related project work, responsibilities and duties as assigned by the Front Office Manager.

PHYSICAL DEMANDS:

· Requires walking or standing to a significant degree.

· Ability to lift 20 lbs.

EDUCATION REQUIRED:

· High School Diploma required.

· Four year college degree preferred.

EXPERIENCE REQUIRED:

At least two years previous Front Office Supervising experience.

Job Type: Full-time

Pay: $73,000.00 - $78,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Free parking
• Health insurance
• Life insurance
• Paid jury duty
• Paid time off
• Parental leave
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 10 hour shift
• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Monday to Friday
• Morning shift
• Rotating weekends
• Weekends as needed

People with a criminal record are encouraged to apply

Ability to Commute:

• Pasadena, CA 91106 (Required)

Ability to Relocate:

• Pasadena, CA 91106: Relocate before starting work (Required)

Work Location: In person

Salary : $73,000 - $78,000