Guest Services Manager

Guest Services Manager

The Guest Services Manager is responsible for assisting the Director of Front Office in managing the day-to-day operations for guest relations, guest services, and concierges; including profitable financial management and proactive strategic leadership. This role will contribute to the organization as an active business partner that is responsible for supporting the company's goals, objectives, vision, and values.

Job Duties

• Lead by example, support the department operation and provide direct service to guests as needed.
• Oversee the arrival and departure experience, ensuring guest expectations are exceeded at all times
• Co-ordinate the complete preparation of all associated services for the arrival experience of all guests.
• Assist in creating and implementing profit and flow-through enhancing strategies and programs.
• Assist in creating, implementing and executing department trainings, recruiting and innovative pre-shifts.
• Co-ordinate VIP's, meet them, register and escort to their rooms, according to set standards and farewell departing VIPs
• Ensure all guest needs are dealt with immediately, complaints are accepted, recorded, and followed up accordingly to standards
• To allocate VIP rooms and check prior to arrival
• Ensure all front office staff are aware of any events within the hotel and local area
• Ensure consistently high standards of presentation are maintained for both the department and the personnel
• To complete the daily reports and walk the hotel
• Comply with all systems and procedures laid down by Front Office

Manager, as Rebate-, Upgrade-, and Cash handling Procedures

Qualifications

• Minimum of four (4) years' experience in customer service
• Two (2) years of hotel supervisory experience
• Advance skills in Word, Excel, PowerPoint, OnQ, and Outlook; daily use of nearly all programs will occur

Preferred

• Luxury hotel experience strongly preferred

Physical Requirements

• Position requires walking and giving direction most of the working day. Must be able to stand and walk for 8 hours a day. Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability, and visual activity. Must be able to lift up to 25 lbs. on a regular and continuing basis.
• Must be flexible to work any day of the week, weekends, and holidays if assigned.

Benefits:

• Position is eligible for the Northwood Investors incentive plan
• 401k after 90 days, fully vested, company match to 4%
• Medical (3 plan choices)
• Dental (2 Plan choices)
• Vision
• Employee Assistance Program (EAP)
• Flexible Spending Account (FSA)
• Paid Time Off
• Hilton Honors Team Member Discounts
• Northwood Hospitality Discounts