Overnight Guest Services Manager

The Balfour Manor Limited • Miami, FL

277d

About The Position

Under the guidance of the Front Office Manager, ensure Guest Services runs as an efficient and organized unit; act as the main contact/service center for internal and external guests; increase communication between departments throughout the property by coordinating the process of receiving and resolving guest issues and requests. Gain guest loyalty by utilizing the provided systems and tools consistently and efficiently while providing leadership and direction for the Guest Services Department, including training, motivating and managing the employees.

Requirements

• Bachelor's Degree preferred. High School Diploma or equivalent required
• Minimum two (2) years of management experience in a Front Office Leadership role, preferably in an upscale or lifestyle brand hotel
• Proven team leader with a high level of energy and motivation with a proven track record of living the company's values
• An intermediate to proficient understanding of Computer systems such as: Opera, GoConcierge, HotSOS, Microsoft Word, Excel & Outlook is preferred
• Ability to spend extended lengths of time viewing a computer screen
• Must be able to stand or walk a minimum eight-hour shift.
• Must have excellent communication skills and be able to read, write, speak and understand English.
• Knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations

Nice To Haves

• Additional language ability preferred.

Responsibilities

• Supervise Front Office employees to ensure prompt and complete resolution of guest calls and requests
• Oversee the Front Office Department operation and ensure all telephone calls/inquiries are answered within three rings and using proper telephone etiquette
• Ensure each employee is expected to carry out, within their capabilities, all reasonable requests by management
• Track all guest issues from various sources and report results. Identify trends for resolution.
• Address complaints; serve as Manager on Duty as needed
• Ensure all guest requests/issues are logged
• Track and maintain records of all guest issues and recovery from Tripadvisor/Guest Alerts/Glitch Log/Revinate in HotSOS
• Monitors and reviews guest comments via the Pulse Report to identify areas for improvement and shares with staff to assist in improving guest satisfaction, guest relations and guest loyalty scores and responds directly to guest as necessary
• Ensure that all department equipment is in proper working condition and that department areas and storerooms are clean
• Perform departmental administrative duties
• Assist in recruitment, hiring, training, orientation of and communication to department personnel.
• Schedule and supervise staff to ensure prompt, friendly, and attentive service
• Ensure compliance of brand standards, operating procedures and policies
• Facilitates the training and development of all employees to the company's standards.
• Communicate effectively, both verbally and in writing, to provide clear direction to the venue teams.
• Remain calm and alert, especially during emergency situations and/or heavy restaurant activity, serving as a role model for team and other employees.
• Make decisions and take actions based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations.
• Attend mandatory meetings including divisional meetings, staff meetings, etc.
• Participate in community events and ensure corporate social responsibility goals of the company are met.
• Keep work area clean and organized.
• Ensure confidential documents are kept in a secured area.
• Complete other duties as assigned by the Department Head.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree