Guest Service Manager

Guest Service Manager

JOB DESCRIPTION

Position: Guest Service Manager                                                      
Reports to: General Manager

OUR BELIEFS

We are an organization committed to integrity, honesty and a passion for quality and innovation. We have associates that love the human race, are energetic, “show their teeth” and are proud of where they work. We support an environment that allows our associates to grow personally, professionally and financially. We create positive memorable experiences for every guest. We work hard and have fun in the workplace. We profit by living these ideals.

PRIMARY OBJECTIVE OF POSITION

To increase customer satisfaction by providing and overseeing efficient and courteous Front Office service in accordance with the standards of KOI Resort. Is responsible for adherence to all applicable KOI Resort and Standard Operating Procedures. 

ESSENTIAL FUNCTIONS

• Take every opportunity to amaze the guests
• Participate in the Manager on Duty program
• Ensure that the Front Office Team understand and exceed guests’ expectation
• Empower associates to satisfy guests and to make decisions
• Ensure that Front Desk associates actively solicit feedback from guests
• Ensure that Front Desk associates handle special requests properly
• Ensure that Front Desk associates promptly respond to and resolve guest complaints
• Ensure that Front Desk associates smile, have eye contact, and greet guests immediately
• Ensure that Front Desk Associates maintain a well-groomed, professional appearance at all times, including uniform and nametag
• Ensure that the following Front Desk areas of responsibility are handled properly, with thoroughness, accuracy, and efficiency, in a friendly environment:
  • Phones/Switchboard
  • Check-ins
  • Check-outs
  • Reservations
  • Concierge Services
  • Shuttle or transportation Service
  • (if applicable) amenity or gift shop needs
  • Ensure messages, wake-up calls, mail, and faxes are handled properly
  • Ensure guests’ laundry/dry cleaning is picked up and returned
  • Personally assist at the Front Desks-Personally assist Front Desk associates during peak times, breaks, tardiness and absences
  • Review all in-coming reservations, pre-block rooms with special requests, and coordinate special requests with appropriate staff members
  • Ensure VIP program is executed properly
  • Ensure guest room delivery of newspapers (if applicable)
  • Relays safety guidelines to customers (in room safes, safety deposit box, etc.)-Model desired behavior

OTHER:

Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position. Associates with irregular attendance will be subject to disciplinary action, up to and including termination of employment. 

Due to the cyclical nature of the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meeting is required. 

Upon employment, all associates are required to fully comply with KOI Resort rules and regulations for the safe and effective operation of the hotel facilities. Associates who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

SUPPORTIVE FUNCTIONS:

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel: 

Revenue Generations Skills:

• Ensure Front Desk and Reservations staff demonstrates proper selling techniques
• Have full understanding of market conditions, competition, businesses, attractions, feeder markets, etc.
• Have complete knowledge of hotel rooms, function space, restaurant, other outlets and services
• Have full understanding of franchise marketing programs
• Manage and Supervise honors program
• Aggressively seek and react to opportunities to sell rooms, including re-rents, and last rooms available
• Ensure all customers establish credit upon check-in.
• Improve timeliness of cash flow by adhering to all established credit and inventory control procedures
• Verify all information on reservations check-in; name, address, method of payment, etc.
• Retrieves proper name and address verification and proper approval codes for cash and credit card paying customers
• Identifies and records special billing instructions and notifies accounting
• Completes shift closing accurately by getting appropriate approval signatures and authorization codes
• Adheres to hotel policies regarding the use of cash banks
• Monitor customer accounts to ensure adherence to hotel credit limits by completing high balance report and verify accuracy of registration information.
• Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book for next shift
• Increases revenues by offering customers upgraded rooms and promoting hotel amenities and outlets 

Leadership Skills:

• Consistently communicate performance and standards to staff
• Build teamwork
• Conducts monthly departmental meetings
• Maintain a cooperative and positive work environment
• Be reliable and honest
• Treat all associates with fairness, impartiality, and consistency
• Adhere to all work rules, procedures, and policies established by the company, including but not limited to those contained in the associate handbook
• Work schedule necessary to supervise department, including evenings, weekends and holidays

Teamwork Skills:

• Be an enthusiastic, helpful and positive member of the team
• Be professional, responsible and mature in conduct and behavior
• Be understanding of, encouraging to and friendly with all co-workers
• Be self-motivated and use time wisely
• Maintain open line of communications with each department
• Communicate pertinent information
• Respond positively to new ideas
• Openly accept critical/developmental feedback
• Report to work on time
• Give adequate notice if going to miss work
• Be available to work a flexible schedule to include weekends and holidays
• Maintain effective communication through the use of meetings, log books and bulletins
• Be available to help other departments in emergency situations
• Perform other assignments as directed by the General Manger
• Adhere to all work rules, procedures and policies established by the company including, but not limited to those contained in the associate handbook.

Cost Control Skills:

• Have understanding of budget including staffing guidelines
• Adhere to proper purchasing procedures
• Have understanding of staffing guidelines
• Have basic understanding of financial statements
• Ensure Front Desk adheres to proper procedures involving guest credit and direct bill

Human Resources Skills:

• Assist in recruiting new associates
• Interview and select staff
• Provide orientation and training for staff
• Identify and encourage appropriate behavior
• Identify, discourage, and retrain inappropriate behavior
• Conduct evaluation of associate’s performance and provide feedback often
• Conduct discipline and assist with termination of associates, when necessary
• Must have excellent knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour, and labor relations, including, but not limited to the following statutes and their comparable state and local laws (where applicable): Title VII, Equal Pay Act, Pregnancy Discrimination Act, FLSA, ADA, OSHA, FMLA, NLRA

Administrative Skills:

• Maintain a clean and orderly work area
• Complete weekly and monthly reports
• Ensure transactions are properly documented
• Ensure all cash, checks and credit cards are handled and accounted for properly
• Ensure shifts are closed properly
• Prepare Front Desk Schedule
• Reconcile room discrepancies daily with Executive Housekeeper
• Respond promptly to GM and Franchise requests
• Ensure Maintenance issues are documented
• Respond promptly to Executive Housekeeper requests
• Attend required meetings
• Maintain an adequate level of supplies
• Make sure front office equipment is in good working order
• Reading, writing and basic math

Safety and Security:

• Properly handle and account for keys
• Be knowledgeable of policies regarding emergency procedures and security concerns
• Ensure protection of guests’ room numbers

Physical Requirements

• Seeing
• Walking/Standing up to 100% of the time
• Hearing
• Bending – Ability to move and control one’s torso so items can be picked up from a lower surface level
• Kneeling- Ability to flex legs at the knee so that individual can lower the body coming to rest on one or both knees
• Handling – ability to grasp, hold, set down, redirect with hands, turn , control and manipulate objects
• Reaching – Ability to stretch body and extend arms to place or secure objects at a distance above, to the side of or below the normal standing level of the individual
• Squatting – Ability to flex legs at the knees to lower body position
• Lifting – Ability to use body parts, arms, hands, shoulders and back, to elevate an object above its previous surface level
• Repetitive Motion – Ability to use body parts on a regular and continuing basis to repeat the same motions for a reasonable period of time without resting.
• Stooping – Ability to flex legs at the knees and move the upper body forward and down
• Normal verbal and nonverbal communication, reading, writing
• Typing

Knowledge Requirements:

• BA degree strongly preferred; at least two years hotel front desk supervisory experience required
• Must have strong customer service orientation
• Must have strong team orientation

Qualifications

•  Candidate must have past Hilton hotel experience.