Guest Services Mgr

Renaissance Las Vegas Hotel•Las Vegas, NV

15h

About The Position

The Guest Services Manager is responsible for the operation of Guest Services, Concierge, and Uniformed Services/Transportation. The role provides attentive, friendly, efficient, and courteous service to guests before and throughout their stay while maximizing room revenue and occupancy. The position oversees staff, service standards, front office operations, guest concerns, and coordination with other hotel departments at the Renaissance Las Vegas.

Requirements

At least 5 years of progressive experience in a hotel or related field; alternatively, a 2-year college degree and 3 or more years of related experience, or a 4-year college degree and at least 1 year of related experience.
Supervisory experience is required.
Proficiency in Windows and company-approved spreadsheets and word processing.
Valid driver's license from the applicable state.
Ability to communicate effectively verbally and in writing with employees and guests at all levels.
Ability to listen to, understand, and clarify concerns raised by employees and guests.
Ability to multitask and prioritize departmental functions to meet deadlines.
Effectiveness in handling problems, including anticipating, preventing, identifying, and solving them.
Ability to understand and evaluate complex information and data from various sources.
Ability to maintain confidentiality.
Ability to maintain a warm, friendly, attentive, courteous, and service-oriented demeanor.
Ability to work long hours sometimes and light hours sometimes.
Ability to exert up to 20 pounds of force occasionally and/or up to 10 pounds frequently or constantly to lift, carry, push, pull, or otherwise move objects.

Responsibilities

Respond to guest requests, problems, complaints, and accidents received at the Front Desk or through reservations, comment cards, letters, or phone calls; follow up to ensure guest satisfaction.
Motivate, coach, counsel, and discipline Guest Services personnel according to Highgate Hotel S.O.P.'s.
Prepare and conduct Guest Services interviews and follow hiring procedures.
Develop employee morale and ensure Guest Services personnel are trained.
Review room status, rate variance, credit reports, house count, and selling status to maximize room revenue and occupancy.
Attend daily and monthly Rooms Merchandizing meetings.
Participate in the required M.O.D. program and coverage as scheduled or required.
Review Guest Services staff work hours for payroll and submit them to Accounting on time.
Prepare employee schedules according to business forecasts, payroll budget guidelines, and productivity requirements.
Ensure no-show revenue is maximized through consistent and accurate billing.
Maintain S.O.P.'s for purchase orders, invoice vouchering, and checkbook accounting.
Ensure Wage Progress, Productivity, and the Ten Day Forecast are completed on time.
Maintain professional working relationships and open communication with managers, employees, and other departments.
Coordinate with Accounting on returned checks, rejected credit cards, employee discrepancies, and other follow-up items.
Operate the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
Monitor proper operation of the P.B.X. console and ensure employees follow S.O.P.'s for its use.
Ensure staff greet and welcome guests at the Front Desk in accordance with S.O.P.'s.
Implement Highgate Hotel policies and house rules and ensure Guest Services staff sign off on position service standards.
Assist with revenue and occupancy forecasting.
Ensure messages, packages, and mail are logged and delivered promptly and professionally.
Maintain constant communication with Housekeeping, Reservations, and the Credit Manager.
Use radios efficiently and professionally and ensure proper radio etiquette within the department.
Coordinate ongoing implementation of the Highgate Hotel service philosophy.
Ensure accurate Front Desk cash handling and enforce Highgate Hotel credit policies.
Ensure employees are attentive, friendly, helpful, and courteous to guests, managers, and other employees.
Maintain and monitor Lost and Found procedures and key control.
Ensure department participation in monthly Highgate Hotel team meetings.
Focus the Guest Services Department on contributing to guest service and audit scores.
Monitor VIPs, special guests, and requests.
Attend required hotel meetings and training, maintain regular attendance, and maintain high standards of personal appearance and grooming, including wearing nametags.
Comply with Highgate Hotel standards and regulations, maximize productivity, identify problem areas, assist with solutions, and perform other duties requested by management.

Benefits

Medical insurance
Dental insurance
Vision insurance
Life insurance
Short-term and long-term disability insurance
401(k) retirement plan with employer matching contributions
Paid holidays
Paid vacation
Paid sick leave in accordance with applicable law
Employee assistance program (EAP)
Educational opportunities and tuition reimbursement
Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law