Guest Services Manager

HRI Hospitality•New Orleans, LA

2d•Onsite

About The Position

Responsible for the management of all aspects of the Front Desk functions, in accordance with hotel standards. Directs, implements, and maintains a service and management philosophy which serves as a guide to respective staff.

Requirements

Minimum 18 years of age.
US work authorization required.
Valid VA Driver’s License required.
College degree or equivalent work experience.
Two years’ experience as a Front Office Manager; preferably at a full service, four-star hotel/resort.
Working knowledge of hotel reservation system, OnQ experience preferred.
Ability to effectively communicate in English, in both written and verbal forms.
Must be a clear thinker, able to analyze and resolve problems exercising good judgment.
Ability to perform under pressure and remain calm & courteous when interacting with difficult guests and/or situations.
Efficient in accurately computing mathematical calculations with strong attention to detail.
Ability to demonstrate high energy, excellent interpersonal skills and strong enthusiasm for guest service.
Skilled in resolving conflict, influencing & mentoring others.
Willingness & ability to work a very flexible schedule.
Ability to enforce hotel's standards, policies, and procedures with Front Desk staff.
Ability to direct performance of staff and follow up with corrections where needed.
Ability to prioritize and organize work assignments and delegate work.

Nice To Haves

Bilingual in Spanish is a plus.

Responsibilities

Maintain complete knowledge of all hotel features/services, hours of operation, room types, rates, special packages, promotions, daily house count, expected arrivals/departures, room availability, scheduled in-house group activities, and all hotel and departmental policies and procedures.
Complete bi-weekly payroll.
Meet with departing Front Desk Supervisor or Night Auditor to review business status and follow up items.
Access all functions of the computer system according to established procedures and standards.
Answer department telephone within three rings, using correct greeting and telephone etiquette.
Check Front Desk and storage areas for proper supplies, organization, and cleanliness, instructing designated personnel to rectify any deficiencies.
Review previous day's occupancy and room revenues, monitor revenues from telephone, garage, and sundries, and monitor expenses (telephone, cost of sales, supplies, commissions, and labor). Resolve discrepancies with Accounting and track actual numbers against budget.
Ensure staff report to work as scheduled, document late or absent employees, and coordinate breaks.
Assign work duties to staff, communicate changes, and identify situations that could compromise department standards.
Conduct pre-shift meetings with staff to review pertinent information.
Inspect grooming and attire of staff, rectifying any deficiencies.
Inspect, plan, and ensure all materials and equipment are ready for service, rectifying deficiencies.
Constantly monitor staff performance in all phases of service and job functions, ensuring adherence to departmental standards and rectifying deficiencies.
Monitor the check-in/check-out process, ensuring agreement to hotel standards, anticipating critical situations, and assisting to process guests expediently.
Monitor communication logs, ensure guest requests are followed up within 20 minutes, and check for repetitive problems.
Monitor safe deposit box procedures, audit accuracy, and handle guest reports on theft.
Monitor guest mail processing.
Monitor and ensure express check-outs are processed correctly.
Monitor staff interaction with guests, ensuring prompt and courteous service, and resolving discrepancies.
Assist staff with job functions to ensure optimum guest service.
Observe guest reactions and confer with staff to ensure guest satisfaction.
Anticipate guest needs, respond promptly, and acknowledge all guests.
Promote positive guest relations at all times.
Monitor and handle guest complaints by following procedures and ensuring guest satisfaction.
Assist guests with reports of lost or stolen articles.
Adhere to hotel requirements for guest and employee accidents or injuries and emergency situations.
Contact newly registered guests ten minutes after check-in to establish guest satisfaction and resolve any dissatisfaction immediately.
Ensure security of guest room access.
Monitor and ensure all cashiering procedures comply with Accounting policies and standards.
Assist Accounting in researching disputed charges and contacting guests where required.
Assist staff with expediting problem payments.
Anticipate sold-out situations, know overbooked numbers, locate alternative accommodations, and 'walk' guests.
Audit surrounding area hotels daily for room status, rates, discounts, and packages, and maintain a list of available locations for walk situations.
Anticipate low occupancy periods and coordinate blocking of rooms with Executive Housekeeper to maximize labor costs, deep cleaning, and maintenance.
Review the arrival report for accuracy and completeness, check registration cards against the arrival report, and rectify deficiencies.
Ensure all V.I.P.'s are pre-registered according to standards.
Work closely with Housekeeping management to ensure accurate room status, readiness for check-in, and to report guest concerns.
Print special requests report and block according to specifications.
Balance room types daily.
Print credit check report, review status of each account, and follow up on accounts beyond approved credit limits.
Review resumes for arriving groups, organize and coordinate master accounts and check-in/check-out, and pre-registration procedures.
Print and review masters for departed groups, check accuracy, and distribute to Accounting.
Review flag reports and follow up accordingly.
Coordinate delivery time of amenities with room service.
Monitor V.I.P. arrivals, greet and escort them to their room.
Review requests for late check-outs and approve according to occupancy, communicating such to Housekeeping.
Review all out-of-order rooms daily with respective departments to determine status and estimated return date.
Print report on discrepant rooms, research discrepancies, and enter current status.
Complete bucket check nightly.
Maintain awareness of undesirable persons on hotel premises and escort off property or contact Security.
Ensure all closing duties for staff are completed before staff sign out.
Provide feedback to staff on their performance, handle disciplinary problems, and counsel employees.
Foster and promote a cooperative working climate, maximizing productivity and employee morale.
Respond to all pages by beeper promptly.
Prepare and submit daily/weekly payroll records.
Complete work orders for maintenance repairs and submit to Engineering, contacting Engineering directly for urgent repairs.
Document pertinent information in department logbook.
Complete all paperwork and closing duties in accordance with departmental standards.
Review status of assignments and any follow-up action with on-coming supervisor.