Assistant Guest Services Manager

Hotel Equities Group, LLC•Colorado Springs, CO

45d•Onsite

About The Position

This position will assist the Guest Services Manager in directing and supervising the operational activities of the hotel’s front office within corporate and hotel guidelines to provide the highest standards of courteous service while permitting acceptable profit levels.

Requirements

Must be able to frequently move freely about the hotel, maintain manual dexterity to access computer via keyboard and operate office equipment, such as telephones, copiers, fax machine, computer systems etc. and remain standing during extended periods during shift.
Must be able to frequently move freely about the hotel, including up and down stairs many times during shift and remain standing for extended periods.
Needs to be available to work a variety of hours, varied tasks under varied conditions.
Must be able to communicate effectively in a positive/upbeat fashion utilizing English; both orally and written.
Must exhibit positive interpersonal skills with focused attention to guest needs and varied business contacts.
Must maintain a good working relationship with other departments, team members and guests.
Must be able to interface with public daily.
Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
Ability to listen effectively and to speak English clearly to communicate with customers and team members and prepare written complex reports of room availability and revenues generated.
Must have coordinating skills as pertains to determining time, place and sequence of operations or action.
Ability to analyze information and make effective judgments.
Proof of authorization/eligibility to work in the United States.
High School Diploma or equivalent

Nice To Haves

1+ year’s guest/customer service or hotel experience, and/or 1+ years supervisory experience preferred.
2 or 4-year college degree a plus.

Responsibilities

Maintains standards of guest service as established by the hotel.
Contributes to the profitability and guest satisfaction perception of the hotel and its staff.
Increases the level of guest satisfaction by delivery of an improved product through team member development, coaching and counseling, and supervision.
Assists the Guest Services Manager in managing resources to achieve acceptable levels on labor standards.
Review VIP reservations, amenity orders, and resumes for incoming and in-house guests.
Update the computer system by inputting inventory and non-inventory groups. Control the Suite book to ensure suites and special blocks are handled correctly. Communicate with other departments to ensure proper handling of guests and groups. Maintain contact with Reservation Service regarding requests for suites, special accommodations, etc. Maintain control over rate changes on in-house guests.
Compute daily schedules, and other reports. Analyze data and make decisions based on previous experience and knowledge of circumstances to prepare daily forecast of expected arrivals and departures.
Perform front desk duties in the absence of team members, handle cash, make change and balance an assigned house bank. Accept and record vouchers, traveler’s checks, and other forms of payment. Count cash and other methods of payment at the end of the shift to verify and balance the house bank.
Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues. Field guest complaints, conduct research to develop the most effective solutions and negotiate results. Plan and implement detailed steps by using experienced judgment and discretion.
Communicate effectively both verbally and in writing to provide clear direction to staff. Observe performance and encourage improvement. Administration of disciplinary procedures. Monitor lobby traffic and makes staffing adjustments accordingly.
Provide safety deposit boxes for guest by escorting them to the vault pulling the box from the vault and carrying it to the customer. File access slips in room order.
Prepare weekly forecasts expected arrivals and departures.
Perform the duties of Guest Service Representative, Reservation Agents and Telephone Operator in a friendly and courteous manner to ensure guest satisfaction.
In emergencies, perform in the capacity of any position supervised.
Participate in Manager on Duty program.
Perform other duties and responsibilities as assigned or required.