Guest Service Manager

Kimpton Hotels & Restaurants•West Hollywood, CA

About The Position

The Guest Service Manager leads all Front Office Operations, maintaining a high level of guest service and providing support and training for line staff. The role helps coordinate hotel services to promote guest and employee satisfaction and is accountable for the guest ledger's daily maintenance and guest comment card return ratios. The manager oversees staffing, employee performance, schedules, labor and expenses, and cash and credit handling procedures. They also support guests with services and requests, prepare for arrivals and special requests, inspect VIP arrival rooms, and follow hotel safety and key-control procedures. The position may require evening, weekend, holiday, and night audit coverage when needed.

Requirements

At least 2 years of management experience in hospitality or a similar industry.
Ability to deal diplomatically with difficult situations and people while maintaining integrity.
Ability to read, write, and communicate verbally effectively and professionally.
Flexible schedule, with availability to work evenings, weekends, and holidays when needed.

Nice To Haves

Bachelor's degree.
Experience with Opera.
Experience with Microsoft Office Suite.

Responsibilities

Lead Front Office Operations and maintain a high level of guest service.
Provide support and training for line staff.
Meet with desk agents and review the Front Desk logbook for incidents, arrivals, special requests, and changes.
Assess whether guest relocations are necessary and assist guests with services and requests.
Follow established key control policy and maintain knowledge of fire and emergency procedures.
Inspect all VIP arrival rooms.
Attend wine hour as directed by the monthly schedule.
Lead and attend department training classes and seminars when scheduled.
Meet or exceed service levels required by the Mystery Shopper Survey.
Complete other departmental duties as necessary or required by immediate supervisors.
Coordinate hotel services to support guest and employee satisfaction.
Create and post employee schedules within the required time frame.
Coach and counsel employees when necessary, using appropriate documentation and techniques.
Ensure employees report to their stations on time and complete essential duties before departure.
Arrange coverage for sick calls or tardiness and remain at work until coverage is found, including for night audit shifts.
Keep expenses and labor costs at or below budgeted requirements.
Ensure employees follow cash and credit handling procedures.
Maintain the guest ledger daily and meet expected guest comment card return ratios.