Manager Guest Services

Resorts World New York City•Miami, FL

20h•Onsite

About The Position

The Guest Services Manager performs the Managerial duties for the entire Guest Services department, including Bell Services Staff, Concierge, and Guest Service Agents. This role involves serving all hotel guests by providing department services, managing and supervising designated staff, and ensuring excellent service to exceed guest expectations for continuous quality improvement. The manager must maintain knowledge of valet parking, bell services, hotel operations, tourist attractions, and area events. They are responsible for developing staff through training and example, ensuring proper scheduling according to business needs, conducting pre-shift and monthly staff meetings, and monitoring team members' performance. Additionally, the role includes performing employee interviews, supervising hotel areas during busy days to ensure standards are met, maintaining and ordering department supplies, uniforms, and equipment, and managing daily labor and costs. Compliance with brand standards, safety procedures, and hotel policies is crucial, along with continuously seeking opportunities to improve guest satisfaction and service quality.

Requirements

Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information to resolve conflicts.
Basic mathematical skills and considerable skill in the use and operation of a calculator to prepare moderately complex mathematical calculations without error.
Ability to listen effectively and comprehend the English language to understand and obtain instructions and information.
Ability to see and hear in order to observe and detect signs of emergency situations.
High school diploma or equivalent required.
Regular attendance in conformance with the standards, which may be established by Hilton from time to time is essential to the successful performance of this position.

Nice To Haves

Some college preferred.
One year combined Front Desk and Supervisory experience in hospitality or related industry preferred.
Additional language ability preferred.

Responsibilities

Serve all hotel guests in providing them with the services of this department, manage and supervise the designated staff to provide those services.
Provide excellent service to all guests, striving to exceed their expectations to ensure continuous quality improvement.
Maintains knowledge of and exercises all aspects of valet parking, bell services and hotel operations including but not limited to groups resume, arrivals and departures, VIPs, catering functions etc.
Maintains knowledge of surrounding area, especially tourist attractions, and area events.
Develops staff through training and example.
Ensures proper scheduling for areas of operation according to business for all shifts.
Conducts daily pre-shift meetings and Monthly staff meetings.
Monitors team members’ performance with guests (hospitality skills).
Performs employee interviews for new hires.
Maintains supervision of all areas of the hotel on busy days to ensure rooms and public areas meet hotel standards.
Maintains and orders supplies, uniforms and equipment for the department.
Has knowledge and control of daily labor and cost.
Ensures compliance with brand standards, safety procedures, and hotel policies.
Continuously seek opportunities to improve guest satisfaction and overall service quality.
Perform other duties as assigned by the Front Office Manager.
Complete daily checklists of duties, to assure that appropriate reports are filed, and use analysis and judgement skills when preparing room discrepancy report.
Pre-Register all VIP’s and Hilton Honors Reservations so that the rooms may be inspected, and at the same time to ensure amenities are delivered to the correct rooms.
Transmit daily HHonors and airline bonus mileage accounts.
Prepare daily forecast of expected arrivals and departures using analysis and judgement skills.
Operation of office equipment such as facsimile and photocopier as needed.
Respond promptly to guest requests for a supervisor or manager.