Guest Services Mgr

Courtyard Atlantic City•Atlantic City, NJ

6h•$50,000 - $55,000•Onsite

About The Position

The Guest Services Manager is responsible for overseeing Guest Services, Concierge, and Uniformed Services/Transportation. The role ensures attentive, friendly, efficient, and courteous service before and throughout guests’ stays while maximizing room revenue and occupancy. The manager leads and develops Guest Services personnel, coordinates with other hotel departments, oversees front-office operations and procedures, and supports the hotel’s service philosophy and operating standards.

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 required.
Proficiency in Windows and company-approved spreadsheet and word-processing applications.
A 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.
Ability to handle problems by anticipating, preventing, identifying, and resolving them.
Ability to understand and evaluate complex information and data from various sources.
Ability to maintain confidentiality.
Maintain a warm, friendly, attentive, courteous, and service-oriented demeanor.
Maintain regular attendance as required by the hotel’s schedule and needs.
Maintain high standards of personal appearance and grooming, including wearing a nametag.
Comply with Highgate Hotel standards and regulations to support safe and efficient hotel operations.
Maximize productivity, identify problem areas, and assist in implementing solutions.
Long hours are sometimes required; light hours are sometimes required.
Light work: 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, and phone calls; follow up to ensure guest satisfaction.
Motivate, coach, counsel, discipline, interview, hire, and train Guest Services personnel according to Highgate Hotel S.O.P.s.
Develop employee morale and maintain professional working relationships and open communication with managers, employees, and other departments.
Review room status, rate variances, credit reports, house counts, and selling status to maximize room revenue and occupancy.
Attend daily and monthly Rooms Merchandizing meetings and participate in the required M.O.D. program as scheduled.
Review Guest Services staff hours for payroll and submit them to Accounting on time.
Prepare employee schedules based on business forecasts, payroll budgets, and productivity requirements.
Maximize no-show revenue through consistent and accurate billing.
Maintain procedures for purchase orders, invoice vouchering, checkbook accounting, Wage Progress, Productivity, and the Ten Day Forecast.
Operate the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
Monitor the P.B.X. console and ensure employees use it according to Highgate Hotel S.O.P.s.
Ensure staff greet and welcome guests at the Front Desk in accordance with Highgate Hotel S.O.P.s.
Implement Highgate Hotel policies and house rules, and ensure Guest Services staff sign off on applicable Service Standards by Position.
Assist with revenue and occupancy forecasting.
Ensure messages, packages, and mail are logged and delivered promptly and professionally.
Maintain communication with Housekeeping, Reservations, and the Credit Manager; coordinate with Accounting on items such as returned checks, rejected credit cards, and employee discrepancies.
Operate radios professionally and ensure proper radio etiquette within the department.
Coordinate ongoing implementation of the Highgate Hotel philosophy of service.
Ensure accurate Front Desk cash handling and enforce Highgate Hotel credit policies.
Monitor Lost and Found procedures, maintain the key control system, and ensure department participation in monthly Highgate Hotel team meetings.
Focus the Guest Services Department on its contribution to Guest Service and audit scores.
Monitor V.I.P.s, special guests, and special requests.
Carry a cell phone at all times.
Attend required hotel meetings and trainings, participate in M.O.D. coverage as required, 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, personal, medical, and military leave in accordance with applicable law