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The Guest Service Managers primary function is to assist the Rooms Division Manager with the daily operation of the front office. He/she will act as a supervisor to all Guest Service Agents, Ambassadors, Concierge, Security, Mondrian Services (Guest Service/PBX). Front-of-House operations relates to all functions involving guest interaction and guest/VIP services. We pride ourselves on giving very personalized service to our guests. Everyone is expected to be well organized and able to multi-task and handle the pressures of a busy reception area and Front Office department. They must also be reliable and able to work independently, with a sharp eye for details and anticipation of guest needs. Flexible in scheduling and able to work evenings, overnights, weekends and holidays per operation needs and occupancy levels to best serve our guests needs.
Essential job functions: This position requires a great deal of attention to detail. He/ She substitutes the Rooms Division Manager in her/ his absence and, as so, must be able to handle employees and guests issues in a timely fashion, ensures that operational practices are uniform and conform to department and hotel regulations. He/ She must take special care of the hotel properties all the time and coordinate and monitor OOO/OOS/PM program, Inventories, Glitch Recoveries/Investigation, Guest Satisfaction (Trip Advisor/Booking.com/Expedia) and other activities as needed. This individual must be creative and be extremely sensitive to the staff members needs. Finally, they must be comfortable working with high-profile guests who desire discretion and privacy always.
Reports directly to Rooms Division Manager.
Communicate effectively and conduct daily Operations and Departmental pre-shift meeting and department meetings.
Preparation of Daily Operations Dash Report and effective communication with various departments in regards to disseminating important facts about VIPs, groups and events.
Daily room block, balancing the house with room inventory, upsells through Travel Click and closing and opening the house in the absence of the Director of Revenue/Rooms Division Manager.
Respond to all guests requests, problems, complaints and/or accidents presented at the Front Desk or through Reservations, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
Able to write glitches and record in HotelExpert, follow up and communicate effectively ensuring all situations are owned and glitches are resolved and closed.
Participate in room inspection programs. Manage and review VIP requests.
Manage the Ambassadors, Guest Service Agents and monitor Mondrian Services(PBX) Security and Concierge Team that Mondrian standards are being maintained completing all their duties.
Maintain a professional working relationship and promote open lines of communication with managers, associates and other departments.
Assist with development of associate morale and ensure training of Front Office staff.
Revise schedules as needed updating the Rooms Division Manager.
Payroll. Controls department expenses as well as labor cost. Monitors payroll and does the edits accordingly based on information provided by the employee. Closely monitor miss punches, late ins and other misconducts related to Clock in/out policy.
Purchasing and Inventory. Controls and requisitions supplies, materials and equipment as needed. Generates Purchase Orders per the inventories.
Can coach and brings the employee to the next level. Can discipline staff members as needed bringing out the best of them.
Observes and evaluates quantity and quality of work completed, encourages work simplification, efficiency and pride in work among staff.
Assists in the enforcement of policies and procedures governing the conduct of guest and staff and the performance of certain duties by staff members.
Ensure that employees are attentive, friendly, helpful and courteous to all guests & associates always.
Ensure that associates are aware of standards for Guest Privacy and that it is being maintained.
Ensure participation in interdepartmental activities.
Ensure team remains focused on their role in contributing to the guest experience and audit scores.
Operate all aspects of the Front Office PMS including software maintenance, report generation and analysis.
Oversee discrepancy report and ensure room status is determined.
Work closely with housekeeping regarding daily room status and queue rooms.
Ensure implementation of all Mondrian Park Avenue policies and house rules. Understand hospitality terms.
Assist Guest Service Agents with check-ins and checkouts; confirm that all SOPs are being followed. Assist and supervise them with daily duties. Managing breaks and staffing needs.
Train new associates, help to develop and implement training programs.
Ensure associates operate internal devices efficiently and professionally in communicating with hotel staff. Ensure the proper use of device and radio etiquette within the department. Ensure control and accountability of keys and radios.
Ensure correct and accurate cash handling at the Front Desk and daily counting of banks.
Authorize and sign adjustments and paid outs and credit checks.
Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
Be aware of all rates, packages and promotions currently offered.
Journal Hotels requires employees to perform any other duties and/or tasks that may be assigned to them on an as needed basis. This job description is not an employment agreement or contract. Management has the exclusive right to alter this job description at any time without notice. Due to the nature of this business, it is important for everyone to display a helpful demeanor.
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