Guest Services Manager

Monterey Beach Hotel•Monterey, CA

6d•$74,000 - $80,000•Onsite

About The Position

The Guest Services Manager is responsible for overseeing the Guest Services department and ensuring attentive, friendly, efficient, and courteous service before and throughout guests’ stays, while maximizing room revenue and occupancy. The position supervises, trains, schedules, and develops Guest Services personnel; monitors front desk operations, guest concerns, revenue, occupancy, payroll, and service standards; and coordinates with other hotel departments. The manager also supports forecasting, cash and credit procedures, hotel policies, and the ongoing implementation of Highgate’s service philosophy.

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.
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.

Responsibilities

Respond to guest requests, problems, complaints, and accidents promptly and courteously, and follow up to ensure guest satisfaction.
Motivate, coach, counsel, discipline, interview, hire, and train Guest Services personnel in accordance with Highgate Hotel S.O.P.'s.
Develop employee morale and ensure staff complete required Service Standards sign-offs.
Review daily room status, rate variance, credit reports, house count, selling status, allowances, and other information 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 staff hours for payroll and submit them to Accounting on time; prepare employee schedules according to forecasts, payroll budgets, and productivity requirements.
Ensure accurate billing of no-show revenue and follow Highgate Hotel procedures for purchase orders, invoices, checkbook accounting, Wage Progress, Productivity, and the Ten Day Forecast.
Maintain professional working relationships and open communication with managers, employees, and other departments; coordinate with Accounting, Housekeeping, Reservations, and the Credit Manager.
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 use it according to Highgate Hotel S.O.P.'s.
Ensure staff welcome guests at the Front Desk according to service standards and implement hotel policies and house rules.
Assist with revenue and occupancy forecasting.
Ensure timely, professional logging and delivery of messages, packages, and mail.
Operate radios professionally and ensure proper radio etiquette.
Coordinate ongoing implementation of Highgate’s service philosophy.
Ensure accurate Front Desk cash handling and enforce Highgate Hotel credit policies.
Maintain Lost and Found procedures and policies, and establish and maintain the key control system.
Ensure departmental 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, and participate in M.O.D. coverage as required.
Maintain regular attendance and high standards of personal appearance and grooming, including wearing a nametag.
Comply with hotel standards and regulations to support safe and efficient operations; identify problem areas and assist with solutions.
Perform other duties as 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