Guest Service Manager

Onni Group of Companies • Los Angeles, CA

4d • $70,304 - $72,000 • Onsite

About The Position

The Guest Services Manager responds to a wide variety of guest requests and accurately assesses the guest needs and requests and adds personal recommendations and touches to achieve maximum customer satisfaction. This position works closely with the Front Office Manager to develop and train the Guest Service Staff.

Requirements

• High School Degree or equivalent
• Proficiency in MS Project, MS Outlook, MS Word, MS Excel, and MS Windows
• Excellent customer service orientation and excellent interpersonal skills
• Excellent oral and written communication skills

Nice To Haves

• BA in the Hospitality Industry preferred.

Responsibilities

• Assist in the development and training of the Guest Service Staff.
• Acts as lead on guest requests and/or concerns.
• Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assist customers in all inquiries in connection with our services, hours of operations, key personnel, in-house events, directions, etc.
• Responds to all guest requests in an accurate and timely manner making recommendations based on local knowledge and Level practices.
• Processes packages, faxes, messages, and mail which may be either outgoing or incoming in an accurate and timely manner.
• Complies with Work Rules and Standards of Conduct.
• Works harmoniously and professionally with co-workers and supervisors.
• Assure that desk collateral and information for restaurants, museums, attractions, maps, and other local attractions are updated and current.
• Knows what activities are available in the city (theatre, sports, concerts, shows, special exhibits, sightseeing) and establishes close contacts with vendors in these areas to provide information, ticketing, and reservations for guests.
• Stores and retrieves guest luggage and packages.
• Utilizes a variety of software programs to accurately input special arrangements the guest has made and to assure proper billing.
• Assists with responsibilities and duties in the absence of or due to heavy volume in the areas of the Valet Parking, and lobby coverage.
• Provide basic troubleshooting support for in-room services such as the Internet, TV movies, games, and Web service.
• Works closely with Valet Parking Staff to ensure the smooth handling of guest vehicles, luggage (if applicable), deliveries, and special requests.
• Works with the Front Office Manager to coach and counsel employees.
• Shows Initiative, provides problem solving, staff training, and team leading.
• Integrates and trains new and tenured employees, providing support for skills development.
• Actively works desk shifts to correct guest concerns and teachable moments on the spot.
• Performs other duties as required.

Benefits

• Choice of benefits package (PPO, HSA, and HMO options with varying costs per pay)
• 3 weeks PTO
• 401(k) match
• Annual education allowance of up to $1,000
• Referral program
• Free Onsite Parking or Commuting Support
• Residential housing discount after 1 year of continuous employment
• Friends and family rates for Hotel Properties

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED