Guest Services Manager - Front Office
The Condado Plaza Hotel
Job Description
Job Description
Manages Front Office Operations to ensure profitability, control costs and quality standards to ensure total guest satisfaction. Oversees room reservations, front office systems, supplies inventory, scheduling, forecasting and department budget to maximize revenue. Compiles and prepares financial reports, including: rate and availability calendar. Interviews, trains, supervise, counsels, schedules and evaluate staff. Provide leadership and guidance to Front Office staff ensuring consistent quality service is provided.
- Encourages a team spirit amongst staff members with leadership and guidance greets guests immediately with a friendly and sincere welcome.
- Communicates effectively both verbally and in writing to provide clear direction to staff. Assigns and instructs guest service, front office, reservations and front desk agents in the details of work. Observes performance and encourages improvement
- Uses creative management skills to solve problems. Ensures compliance with Hilton standards to ensure consistent high quality guest relations
- Manages desk through times of stress, and emergencies, resolves guest concerns, and implements resolutions by using discretion and judgment.
- Greets customers immediately with a friendly and sincere welcome, uses a positive and clear speaking voice, listens to and understands requests, issues, and situations from both guests and team members.
- Handles guest relocations as required.
- Prepares daily forecast of expected arrivals and departures.
- Follow-up on Front Office upselling and makes sure that every transaction is in order.
- Encourage TM to perform Hilton Honors enrollments.
- Any other tasks assigned by General Manager or Director.
Requirements:
- High School graduate or equivalent. Four (4) years college degree preferred.
- Able to stand, sit and walk for the entire shift.
- Full availability
Vacancy posted 4 days ago
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