Guest Services Manager

Kimpton Miralina Resort•Paradise Valley, AZ

About The Position

The Guest Services Manager oversees Guest Services, Concierge, and Uniformed Services/Transportation, ensuring attentive, friendly, efficient, and courteous operations and quality service before and throughout guests’ stays. The role also focuses on maximizing room revenue and occupancy. The manager leads Guest Services employees through hiring, training, coaching, scheduling, and performance management; oversees front-office operations, systems, communications, cash handling, credit procedures, and service standards; and coordinates with other hotel departments. The position participates in Manager on Duty coverage and supports revenue and occupancy forecasting, guest satisfaction, and hotel operating policies.

Requirements

At least 5 years of progressive experience in a hotel or related field; or 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 spreadsheets and word processing.
Valid driver’s license from the applicable state.
Ability to maintain a warm and friendly demeanor.
Ability to communicate effectively verbally and in writing with employees and guests at all levels.
Effective listening skills and ability to understand and clarify concerns raised by employees and guests.
Ability to multitask and prioritize departmental functions to meet deadlines.
Ability to anticipate, prevent, identify, and solve problems.
Ability to understand and evaluate complex information and data from various sources.
Ability to maintain confidentiality.

Responsibilities

Respond to guest requests, problems, complaints, and accidents promptly and courteously, and follow up to ensure guest satisfaction.
Motivate, coach, counsel, and discipline Guest Services personnel in accordance with Highgate Hotel S.O.P.'s.
Carry a cell phone at all times.
Conduct Guest Services interviews and follow hiring procedures.
Develop employee morale and ensure Guest Services personnel are trained.
Review daily room status, analyze rate variance, monitor credit reports and house count, and monitor daily selling status to maximize room revenue and occupancy.
Attend daily and monthly Rooms Merchandizing meetings.
Participate in the required Manager on Duty program as scheduled.
Review staff work hours for payroll and submit them to Accounting on time.
Prepare employee schedules based on business forecasts, payroll guidelines, and productivity requirements.
Maximize no-show revenue through consistent, accurate billing.
Follow procedures for purchase orders, invoice vouchering, and checkbook accounting.
Complete Wage Progress, Productivity, and the Ten Day Forecast on time.
Maintain professional working relationships and open communication with managers, employees, and other departments.
Work 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 PBX console and ensure employees follow its procedures.
Ensure staff greet and welcome guests at the Front Desk according to service standards.
Implement hotel policies and house rules, and understand hospitality terminology.
Ensure Guest Services staff sign off on 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.
Use radios 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 hotel credit policies.
Ensure employees are attentive, friendly, helpful, and courteous to guests, managers, and coworkers.
Maintain and monitor Lost and Found procedures and the key control system.
Ensure department participation in monthly Highgate Hotel team meetings.
Focus the Guest Services Department on its contribution to guest service and audit scores.
Monitor VIPs, special guests, and special requests.
Attend required hotel meetings and trainings, maintain regular attendance, and participate in Manager on Duty coverage as required.
Maintain personal appearance and grooming standards, including wearing a nametag.
Support safe and efficient hotel operations, maximize productivity, identify problem areas, and help implement solutions.
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
Educational opportunities and tuition reimbursement
Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law