Guest Services Manager

Guest Services Manager

Homma Talent is a specialized hospitality recruitment agency whose vision is to bridge the gap in the hospitality industry's labor shortage in the U.S. by creating a better future for Mexican and Canadian talent.

The Guest Services Manager is responsible for ensuring the operation of the 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. 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. 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. Analyze rate variance, monitor credit report and maintain 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 HotelS.O.P.'s regarding Purchase Orders, vouchering of invoices and checkbook accounting. Ensure that 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 that employees maintain Highgate HotelS.O.P.'s in its use. Ensure that Wage Progress, Productivity and the Ten Day Forecast are completed on a timely basis according to Highgate Hotel S.O.P.'s. Ensure that Wage Progress, Productivity and the Ten Day Forecast are completed on a timely basis according to Highgate Hotel S.O.P.'s.

Ensure staff greet and welcome all guests approaching the Front Desk in accordance with Highgate HotelS.O.P.'s. Ensure implementation of all Highgate Hotel policies and house rules. 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.

Must maintain constant communication with Housekeeping, Reservations and the Credit Manager. Operate radios efficiently and professionally in communicating with hotel staff. Coordinate all aspects of the ongoing implementation of the Highgate Hotel philosophy of service. Ensure correct and accurate cash handling at the Front Desk. Maintain and monitor "Lost and Found" procedures and policies according to Highgate Hotel standards. Establish and maintain key control system.

Monitor all V.I.P.'s, special guests and requests. Maintain required pars of all front office and stationary supplies. Review daily Front Office work and activity reports generated by Night Audit. Review Front Office log book and Guest Request log on a daily basis. Be familiar with all corporate sponsored programs such as airline mileage, Triple Upgrade, or V.I.P. programs, and the standards and procedures for each.

Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs. Conduct meetings according to Highgate Hotel standards as required by management.

Requirements Bachelor's degree in hospitality management. Strong PC skills including Excel, Word, and hospitality systems. Strong organizational, analytical, verbal, and written communication skills. Long hours and sometimes required.

Benefits TN Visa provided Housing available either single or double. $850/month for double and $1,750/month for single. Includes all utilities and WIFI Vacation and PTO after 1 year 401(K) Company Match Cell Phone reimbursement $50 per check Paid weekly Employee lunch provided 2 times per week Bike provided 8 paid holidays