Guest Services Manager

Montage Hotels & Resorts•Newport Beach, CA

3d•$72,000 - $75,000

About The Position

Guest Services Manager SUMMARY The Guest Services Manager is responsible for assisting the Director of Guest Services with overall operations by managing the day-to-day oversight of the guest experience and communication to the property on a whole. This role will contribute to the organization as an active business partner that is responsible for supporting the company's goals, objectives, vision, mission, and values.

Requirements

College degree preferred
Minimum of four (4) years’ experience in customer service
2 to 3 years leadership experience in a luxury hotel
Exceptional guest recovery skills
Enjoy interacting with people in a fast-paced environment
Excellent organizational and time management skills
Strong knowledge of MS Office, including Word, Excel, PowerPoint and Outlook
Must possess a positive attitude
Must be willing to participate in a learning environment
Must integrate company values throughout all interactions
Must be able to quickly adapt and effectively use new software products
Must be dependable and available to work within the resort on weekends, nights and/or holidays based on business demands

Nice To Haves

Luxury hotel experience strongly preferred
Knowledge and experience in using Birchstreet, HotSOS and Rex

Responsibilities

Lead by example; support the department operation and provide direct service to guests as needed.
Review, organize and respond to Concierge emails.
Prearrival communications with VIPs ensuring all aspects of visit are prepared accordingly.
Organization, recognition and communication with development/owner visits.
Schedule and oversee lobby duty initiative.
Ensure operations is aware of site inspections, VIPs and guest concern movements.
Assist with checking guests in and out as needed.
Engage with Elwood Members to ensure seamless recognition throughout resort and club.
Lead communication, arrangements and visits of Elwood members when staying on property.
Assisting with service recoveries via communication and follow-up.
Oversee the arrival and departure experience, ensuring guests expectations are exceeded at all times.
Assist in creating and implementing profit and flow-through enhancing strategies and programs.
Assist in creating, implementing and executing department trainings for guest recognition and follow-up.
Assist in managing associate engagement to increase overall culture.
Assisting Director of Guest Services with any other needs determined as operations shift and adjust accordingly.
Support the hotel's life-safety systems and be prepared at all times for emergency situations.