Guest Services Manager; OEM

Overview

The Guest Services Manager (OEM) is responsible for assisting the Front Office leaders while providing attentive, courteous, and efficient service to all guests, including successfully resolving guest complaints, prior to arrival and throughout their stay, while maximizing room revenue and occupancy.

• Establish and maintain attentive, friendly, courteous and efficient hospitality at the Front Desk, Coconut Club, Pool and Front Drive.
• 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.
• Assist with development of employee morale and ensure training of Guest Services personnel.
• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
• Fully comprehend and operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
• Have knowledge of and assist in all emergency procedures as required.
• Be able to perform, complete and ensure that all tasks and duties on the shift checklist are completed in a timely and efficient manner.
• Responsible for issued house bank.
• Monitor key control to maintain hotel security.
• Ensure the maximization of room revenue through property approved upsell system.
• Monitor proper operation of the PBX console and ensure that employees maintain Highgate Hotel SOPs in its use.
• Establish and maintain good communications and teamwork with fellow employees and third party employees.
• Greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel SOPs.
• Ensure implementation of all Highgate Hotel policies and house rules. Understand hospitality terms.
• Perform check-ins and checkouts; confirm that all SOPs are being followed properly.
• Train new employees, help to develop and implement training programs.
• Maintain log of rooms in "out of order" status.
• Authorize and sign adjustments and paid outs over the limit.
• Oversee discrepancy report and monitor follow-through.
• Work closely with housekeeping regarding daily operations.
• Work closely with third party companies to help deliver seamless and enjoyable guest experiences.
• Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.
• Ensure correct and accurate cash handling at the Front Desk.
• 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 underway.
• Follow and enforce all Highgate Hotel credit policies.
• Ensure that employees, including third party employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
• Ensure team understands and remains focused on their role in contributing to the Guest Service and audit scores.
• Assist with sign off of all Service Standards by Position for Guest Services staff.
• Review Front Office log books and Guest Request log on a daily basis.
• Monitor all appropriate service delivery systems.
• Block rooms for special groups, arrivals, airline crew etc.
• Participate in Room Inspection programs.
• Assist in training and cross training of new hires, current employees, third party employees on a regular basis.

• High School diploma or equivalent required.
• At least 2 to 3 years of progressive experience in a hotel or a related field recommended.
• College course work in related field helpful.
• Must be proficient in Windows, Company approved spreadsheets and word processing.
• Previous supervisory responsibility preferred.
• Long hours required, must be able to stand for entire shift.
• Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

• Maintain a warm and friendly demeanor at all times.
• Must be able to effectively communicate both verbally and written, with all levels of employees and guests in an attentive, friendly,…