Guest Service Manager

Highgate Hotels is a leading real estate investment and hospitality management company with over $15 billion in assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America.

The Guest Services Manager is responsible for ensuring the operation of Guest Services, Concierge and Uniformed Services/Transportation in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy. This is an OEM position and overtime does apply, and is calculated accordingly.

• Respond to all guests’ requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
• Motivate, coach, counsel and discipline all Guest Services personnel according to Highgate Hotel S.O.P.s.
• Carry a cell phone at all times.
• Prepare and conduct all Guest Services interviews and follow hiring procedures according to Highgate Hotel S.O.P.s.
• Develop employee morale and ensure training of Guest Services personnel.
• Maximize room revenue and occupancy by reviewing status daily, analyzing rate variance, monitoring credit reports and maintaining close observation of daily house count; monitor selling status of house daily, i.e., flash report, allowances, etc.
• Attend daily and monthly Rooms Merchandizing meetings.
• Participate in required M.O.D. program as scheduled.
• Review Guest Services staff's worked hours for payroll compilation and submit to Accounting on a timely basis.
• Prepare employee schedule according to business forecast, payroll budget guidelines and productivity requirements.
• Ensure that no-show revenue is maximized through consistent and accurate billing.
• Maintain Highgate Hotel S.O.P.s regarding purchase orders, vouchering of invoices and checkbook accounting.
• Ensure Wage Progress, Productivity and the Ten Day Forecast are completed on a timely basis according to Highgate Hotel S.O.P.s.
• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
• Work closely with Accounting on follow-up items, i.e., returned checks, rejected credit cards, employee discrepancies, etc.
• Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
• Monitor proper operation of the P.B.X. console and ensure employees maintain Highgate Hotel S.O.P.s in its use.
• Ensure staff greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel S.O.P.s.
• Ensure implementation of all Highgate Hotel policies and house rules. Understand hospitality terms.
• Ensure sign off of all Service Standards by position for Guest Services staff.
• Assist in preparation of revenue and occupancy forecasting.
• Ensure logging and delivery of all messages, packages and mail in a timely and professional manner.
• Maintain constant communication with Housekeeping, Reservations and the Credit Manager.
• Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.
• Coordinate all aspects of the ongoing implementation of the Highgate Hotel philosophy of service.
• Ensure correct and accurate cash handling at the Front Desk.
• Follow and enforce all Highgate Hotel credit policies.
• Ensure employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
• Maintain and monitor "Lost and Found" procedures and policies according to Highgate Hotel standards.
• Establish and maintain key control system.
• Ensure participation within department for monthly Highgate Hotel team meeting.
• Focus the Guest Services Department on their role in contributing to the Guest Service and audit scores.
• Monitor all VIPs, special guests and requests.

• At least 5 years of progressive experience in a hotel or a related field; or a 2‑year college degree and 3 or more years…