Amway Grand Plaza Guest Services Manager

AHC Hospitality•Grand Rapids, MI

6d•Onsite

About The Position

This leadership role provides the highest level of service for all of our associates and guests in the Valet Parking/Bellstand operations, the Parking Ramp operations and the Fulton Market Parking operations. The Guest Services Manager position will be responsible for the managing and oversight of all parking services and Bellstand operations at the Amway Grand Plaza. This position will ensure that parking staff services and bell stand services work seamlessly by accommodating to the needs of the Company, our guests, our associates and the community.

Requirements

2+ years of related parking, hotel or customer service experience required.
Valid Michigan Operators License with less than 4 pts

Nice To Haves

Four-year degree from an accredited college or university preferred.
TIPS Certificated is Preferred

Responsibilities

Position will work various shifts
Responsible for the efficient and professional running of all guest services departments at the Amway Grand Plaza Hotel including collaborative relationships with each hotel within our collection, our guests, our associates and the community.
Ensure the managing all shift activity, including expediting high demand times, providing outstanding services, protecting the company's assets, seeking maximum profitability and collaborating all three properties parking efforts successfully.
Lead by example: Provide gracious hospitality towards all customers. Be highly familiar with and adhere to all policies, procedures and standards.
Be a positive part of the leadership teams and be available to participate in various other meetings and efforts with the purpose of operational excellence.
Display the essential hospitality attitude /Professionalism when dealing with internal and external guests; communicate verbally and nonverbally with them in a pleasant and professional manner.
Take initiative and be willing to assume responsibility for exceeding the guests expectations.
Complete the Amway Grand Plaza required brand orientation and service training programs.
Engage with brand initiatives and parking requirements for brand standards and compliance.
Work with all parking vendors for system training.
Work and communicate with AYS Managers daily.
Train at the AGP and participate in the manager on duty programs.
Ensure proper key controls and asset protection training programs are in place at each hotel property.
Recognize, hold accountable, report and follow up with any damage or accident involving a customer's vehicle or property or any asset of the hotel(s).
Coordinate routine audits for parking services accuracy in capturing all revenues.
Develop, maintain, communicate and train (on-going) proper parking + bell services procedures.
Schedule staff accordingly, paying very close attention to special events and downtown activities.
Ensure handling of all outstanding guest/associate concerns in regards to parking services, communicating to Director of Parking Services.
Assist all associates with questions, problems or concerns which might occur.
Create a productive and positive environment throughout the hotel; foster a good relationship with all associates and all departments.
Empower all associates to provide outstanding service.
Be a problem seeker and solver.
Ensure that staffs keep all parking areas clean, neat and organized.
Assist and attend meetings with AHC Parking Services Teams on a consistent basis.
Complete work on special projects as assigned and make sure to meet due dates.
Work with AHC HR and Director of Parking Services on potential new staff hires.
Know how to hire, train and develop parking services team
Report to work on time with proper uniform. Personal appearance must comply with the standard dress code of the hotel.
Check the daily event sheets; be up to date on operations and events at each hotel.
Ensure staffing levels are accurate for the events of the day.
Demonstrate leadership abilities that create a positive and productive team.
Ensure equipment is operational and efficient.
Ensure all associates are in proper uniforms, being productive and representing AHC with professionalism and a drive to exceed our customers' expectations.
Be able to work with in a budget; operate parking services with financial responsibility in terms of staffing levels and controllable expenses.
Demonstrate the ability to influence and resolve conflict.
At all times represent AHC in the most professional and courteous manner.
Manage budgets and purchase request systems (including Birchstreet).
Attend daily Ops Meetings
Attend weekly Resume Review Meetings
Attend other AGP Leadership meetings/functions as needed or assigned
Finalize and approve weekly AGP department schedule
Finalize, approve and help provide AGP department performance evaluations
Assist with the recruitment/ hiring efforts of AGP staff
Assist with needed associate documentations including one-on –one performance audits
Attend all AGP training and assist with the training of new staff members
Maintain a visible routine presence/ relationship with AGP parking staff and AGP leadership team
Routinely inspect parking garages/flat lots for possible equipment repairs/ malfunctions and to check on cleaning procedures/needs
Assist to ensure routine parking power spraying and painting is being scheduled and performed.
Complete one-on-one meetings with AGP parking team members.
Maintain a high level of communication with our parking and leadership teams regarding AHC and community events that could impact our parking operations
Assist with 911 parking calls at other properties, soliciting help from Rooms Team
Assist AHC Security with AGP parking damage claims and guest concerns
Continually check comment card verbatim for parking opportunities and recognize jobs well done. Ensure comment card responses are done in timely manner
Maintain accurate accounting of monthly parkers and proactively coordinate optimal number of monthly parkers across the campus
Ensure all revenue opportunities are realized at Fulton and Market lot with regards to event parking