GUEST Services Manager- Microtel Newark

Description

Indus Hospitality Group’s mission is developing, empowering, and supporting success in our employees. At the core of our brand we stand for Growth, Loyalty, Respect, and Flexibility. At Indus we offer a career, not just a job. Over the last four decades we have grown substantially through commitment to the region and communities we serve; helping fuel regional economic development with commerce and employment.

We believe success is earned and teamwork matters, that hard work should be recognized, and diversity celebrated, that there is always something new to learn and innovation is supported.

Indus Hospitality Group owns and operates more than 70 properties, primarily hotels and restaurants in the Rochester, Finger Lakes, and Western New York regions. The team at Indus Hospitality Group has been recognized numerous times as first-class operators, earning national and regional awards including the Dunkin’ Brands Rising Star of the Year, the Microtel Inn & Suites Franchisee of the Year Award, the Hilton Worldwide Lighthouse Award, Best Western Champion Customer Care Award, and Trip Advisor Awards for Excellence.

Reports To: Assistant General Manager or General Manager

Summary

Manage the work activities of all Front Office associates by performing the following duties.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions and/or meet the physical demands.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Assign duties and shifts to associates and observe performance to ensure adherence to hotel policies and established operating procedures.
• Ensure proper cash and key control procedures are followed.
• Answer inquiries pertaining to hotel policies and services.
• Attend staff meetings to discuss company policies and guest complaints, and to make recommendations to improve service and ensure more efficient operation.
• Perform Front Desk duties as needed.
• Exceed Guest expectations by providing exemplary service
• Provide guests with information pertaining to available services and hours of the hotel, i.e. restaurant, lounge.
• Ensure effective departmental communication through logs, daily stand up meetings and monthly department meetings.
• Ensure all brand standards and initiatives are implemented and followed.
• Perform a variety of administrative tasks including, monitoring service trends using Guest Satisfaction results, processing department payroll, maintaining an accurate inventory of supplies, and handling any accounting and purchasing functions, i.e. cost and inventory levels for the Market/Pantry.
• Maintain up to date records and files.
• Provide information pertaining to hours and available services of the hotel, i.e. restaurant, lounge, room service.
• Ensure the cleanliness of the Front office, lobby and surrounding areas.
• Assist in checking all fixtures, equipment and conditions (lights, music, heating/cooling, furniture, wallpaper, etc.) for proper operations, settings and maintenance. Report deficiencies.

Supervisory Responsibilities

Directly supervises associates in the Front Office Department. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training associates; planning, assigning, and directing work; appraising performance; rewarding and disciplining associates; addressing complaints and resolving problems.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

• Follow policies and procedures;
  Support organization's goals and values.
• Demonstrate knowledge of EEO policy;
  Promote a harassment-free environment.
• Work within approved budget;
  Conserve organizational resources.
• Observe and enforce safety and security procedures;
  Determine appropriate action beyond guidelines;
  Report potentially unsafe conditions;
  Use equipment and materials properly.
• Demonstrate accuracy and thoroughness; attention to detail;
  Look for ways to improve and promote quality;
  Accept and apply feedback to improve performance;
  Monitor own work to ensure quality.
• Speak clearly and persuasively in positive or negative situations;
  Respond well to questions;
  Participate in meetings.
• Write clearly and informatively;
  Present numerical data effectively;
  Read and interpret written information.
• Be at work/meetings consistently and on time;
  Ensure work responsibilities are covered when absent;
  Complete work on time or notify appropriate person with an alternate plan.
• Treat people with respect;
  Inspire the trust of others;
  Work with integrity and ethics.
• Approach others in a tactful manner;
  React well under pressure;
  Accept responsibility for own actions;
  Follow through on commitments.
• Exhibit…