Guest Services Manager

HRI Hospitality•New Orleans, LA

12d•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, and instruct 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, identify situations that could compromise department standards, and delegate tasks.
Conduct pre-shift meetings with staff and review all information pertinent to the day's business.
Inspect grooming and attire of staff and rectify any deficiencies.
Inspect, plan, and ensure all materials and equipment are in complete readiness for service, and rectify deficiencies with respective personnel.
Constantly monitor staff performance in all phases of service and job functions, ensuring all procedures are carried out to departmental standards, and rectify any deficiencies with respective personnel.
Monitor the check-in/check-out process, ensuring agreement to hotel standards, anticipating critical situations, and assisting wherever necessary to help alleviate pressure and process guests expediently.
Monitor communication logs, ensure guest requests are followed up within 20 minutes, check for repetitive problems, and follow through on any unresolved requests.
Monitor safe deposit box procedures, audit accuracy of cards with proper signatures, ensure availability of keys, and handle guest reports on theft according to hotel procedures.
Monitor guest mail and ensure it is processed according to procedures.
Monitor and ensure that express check-outs are processed through the system correctly in accordance with hotel check-out standards.
Monitor staff's interaction with guests, ensuring prompt and courteous service, and resolve discrepancies with respective personnel.
Assist staff with their job functions to ensure optimum service to guests.
Observe guest reactions and confer frequently with staff to ensure guest satisfaction.
Anticipate guests' needs, respond promptly, and acknowledge all guests.
Promote positive guest relations at all times.
Monitor and handle guest complaints by following the six-step procedures and ensuring guest satisfaction.
Assist guests with reports of lost or stolen articles, following hotel policy.
Adhere to hotel requirements for guest and employee accidents or injuries and in emergency situations.
Contact newly registered guests ten minutes after check-in to establish guest satisfaction and resolve any dissatisfaction immediately, documenting each call.
Ensure security of guest room access.
Monitor and ensure that all cashiering procedures comply with Accounting policies and standards, including contracted banks, shortages and overages, late charges, petty cash and paid outs, adjustments, posting charges, making change, cashing checks, payment methods, settling accounts, closing reports, cashier reports, balancing receipts, dropping receipts, and securing banks.
Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures.
Assist staff with expediting problem payments.
Anticipate sold-out situations, know how many rooms are overbooked, locate alternative accommodations for guests, and "walk" guests, following hotel policies and procedures.
Audit surrounding area hotels daily for status of rooms, rates, discount rates, and packages, and maintain a current 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 of rooms.
Review the arrival report for accuracy and completeness, check printed registration cards against information on arrival report, and rectify any deficiencies.
Ensure that all V.I.P.'s are pre-registered according to standards.
Work closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in, and to report guest concerns.
Print special requests report and block according to specifications.
Balance room types daily according to departmental procedures.
Print credit check report and review status of each account, following 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, ensuring timely delivery.
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 the most current status and estimated date for return to room inventory.
Print report on discrepant rooms, research discrepancies, and enter current status accordingly.
Complete bucket check nightly according to departmental procedures.
Maintain awareness of undesirable persons on hotel premises and escort off property or contact Security where necessary.
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 according to hotel standards.
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.