Hotel & Guest Services Manager (Global Sporting Event)

The iLUKA Collective•New York, NY

19h•Onsite

About The Position

The Hotel & Guest Services Manager will lead in the organisation and management of the hospitality space, the team, and amenities for a contract working on a Global Sporting event in the US. This contract starts on the 22nd of June and ends on the 20th of July.

Requirements

Fluent in English
Excellent communications skills
Quality service orientated with a “Can Do” attitude
Management skills
Previous experience of hotel or event hospitality service
Methodical, accurate and an eye for detail
Good IT skills, especially with hotel databases
Ability to multi-task and meet strict deadlines
High Level understanding of what constitutes excellent customer service
Able to build rapport at all levels
Experience of handling VIP guests
Ability to lead, train and motivate the hospitality team to deliver exemplary service
High energy, comfortable working potentially long hours in a demanding but rewarding and friendly environment
Flexible, enthusiastic, confident, outgoing
Willing to roll sleeves up and get involved
Passionate about sport, hospitality and delivery
Able to work in a calm, kind and professional manner in a pressured environment
Ability to prioritise a demanding workload

Nice To Haves

Other languages would be advantageous

Responsibilities

Develop a clear understanding of the Hospitality Programme and daily schedule
Build strong relationship with key hotel teams to ensure smooth running of onsite operations
Prepare Guest Services Operations Manual, to include policies and procedures for all possible circumstances
Develop a guest registration system to ensure quick, efficient check-in process
Ensure all guests are personally welcomed, fully briefed of next point of contact, event timings and receive welcome packs including premiums tickets and credentials
With the Guest Communications team, devise process for tracking and communicating all guest changes and information updates
Demonstrate friendly, professional and efficient service with clients, hotel teams and guests
Pro-actively assist guests to resolve any problems they encounter
Manage optional leisure activity service available to guests through Hospitality Desk
Where necessary, manage the operation & running of Guest Lounge within hotel to provide excellent customer service and a top-class hospitality experience for all guests, including F&B replenishment, drinks service and ensuring the Lounge is immaculately presented
Implement daily meetings with key hotel staff in order to manage/reconcile accounts and brief hotel of daily schedule and any necessary changes.
Prepare familiarisation training so that both self and team are fully conversant with all aspects of the programme including hotel facilities; event venues; excursion & activity venues
Prepare a practical information resource for the Guest Services Team so that information is readily available & easily accessible including essential contact numbers, travel agency services, venue information, venue maps, match schedules etc.
Liaise with Airport & Transport teams to ensure efficient arrival & departure systems
Devise and implement a system for checking guest arrival & departure information
Set up a system for recording and reporting guests chosen activities/events if applicable
Liaise with the Guest Communications team to ensure all reports/information communicated as necessary
Liaise with Team Managers to develop staffing strategy and team rotas
Assist Programme leads in planning and delivery of Event/Hotel Host training
Manage hospitality desks onsite to ensure correct information is displayed, and desks are opened punctually, and well-presented
Ensure team is thoroughly briefed on the client hierarchy and is conversant with appropriate etiquette
Devise effective communication system is in place to notify guests & team of any programme changes
Manage team to ensure they are fully briefed & immaculately presented whenever on duty
Motivate team to ensure delivery of excellent service levels at all times
Contribute to any other aspects of the business, as necessary