Guest Services Manager

Hotel Nikko San Francisco•San Francisco, CA

62d

About The Position

Hotel Nikko San Francisco is a luxury property located just off Union Square in downtown San Francisco, with 532 guest rooms and suites, 22,000 square feet of meeting and banquet room space, and five food & beverage outlets: 24-hour Room Service, ANZU Restaurant and Lounge, Kanpai Lounge, Imperial Lounge, and Feinstein's at the Nikko. Our culture is based on 5 Core Values: Service, Collaboration, Credibility, Achievement, and Fun. We are seeking candidates who can deliver the Nikko tradition of outstanding customer service and help us fulfill our Mission of creating "Fantastic Memories" (Subarashii Omoide) to our external and internal guests. Consistently ranked as a "Best Place to Work" and "Best and Brightest Companies to Work For" in the SF Bay Area. Hotel Nikko San Francisco offers competitive salaries and a fun and rewarding work environment.

Requirements

A minimum of 3 years management experience in computerized hotel reservations.
Thorough knowledge of Reservation Department Operations.
Thorough knowledge of Computerized Reservation Systems.
Thorough knowledge of Property management system, CRS interface, Telex, HIS Paragon +, Maxim Revenue Management, Outlook, Word, Excel.
Ability to coordinate reservations with other departments.
Ability to meet budgets.
Ability to create, implement and monitor hotel and staff operating standards and procedures and annual objectives.
Ability to analyze data and problem solve.
Ability to train, motivate, evaluate, mentor and direct employees and managers to meet desired ends.
Ability to access, input, analyze and retrieve information from computers.
Ability to maintain excellent relations with staff.
Ability to maintain staff and guest confidentiality at all times.
Ability to accept responsibility for actions of others.
Exceptional oral communication skills to ensure ability to negotiate and persuade guests and staff to achieve results beneficial to operation of hotel.
Ability to converse calmly with irate guests, co-workers, superiors and subordinates in sometimes intense emotional situations.
Ability to focus and maintain attention to performance of tasks despite frequent stressful, emergency, critical or unusual interruptions.
Ability to memorize, recollect and quickly retrieve dates, names, times and other data.
Ability to work and complete assignments on time despite frequent stressful, emergency, critical or unusual interruptions.
Ability to participate in (and lead when necessary) all departmental and hotel-wide meetings.
Ability to sit, walk, stand, lift, reach, pull, push, and grasp.

Nice To Haves

Bachelor's degree in hospitality, business management, or a related degree
Knowledge of Groupmax, Delphi, Opera and SynXis

Responsibilities

Assist with related duties and special projects as requested.

Benefits

Zero-deductible Medical Plan
Pre-Tax Commuter and Parking Benefits
Dental (PPO/DMO)
PTO
Vision
Floating Holidays
Chiropractic and Acupuncture Services
Birthday Pay
Long-Term Disability
401K Matching Program
Life Insurance
2% Company Profit Sharing
Flexible Spending Account (FSA)
Employee Assistance Program (EAP)
Friends & Family Rates at Nikko/Okura Hotels
Reciprocity Rates at Participating Hotels
Employee Discounts in ANZU and Feinstein's at the Nikko
Travel Assistance through Mutual of Omaha
Free Employee Dining Room Meals
Free Laundry and/or Parking to those who qualify
Access to Health Club (Nikko Fitness Center, Swimming Pool, Fitness Classes, etc...)
Employee Computer Access for Web Browsing and Printing
Fitness/Gym Reimbursement
Employee Job Referral Program
Employee Recognition Programs and Employee Appreciation Events
Discounts on the following: Offsite Parking, Personal Dry Cleaning & Laundry, Movie Tickets, Amusement Park Tickets, Work Safety Shoes