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Guest Services Manager, SLS South Beach
1 month ago
Description
Company DescriptionFrom our dazzling location in the heart of Miami, we offer both our staff and our guests a hip, cutting-edge experience in the world of hotels as theater. We have an exciting job opportunity to join our Front Office team as a Guest Services Manager at SLS South Beach, Miami. JOIN THE ENNISMORE FAMILY TODAYJob DescriptionJOB PURPOSEUnder the guidance of the Front Office Manager, ensure Guest Services runs as an efficient and organized unit; act as the main contact/service center for internal and external guests; increase communication between departments throughout the property by coordinating the process of receiving and resolving guest issues and requests. Gain guest loyalty by utilizing the provided systems and tools consistently and efficiently while providing leadership and direction for the Guest Services Department, including training, motivating and managing the employees.DUTIES AND FUNCTIONSSupervise Front Office team members to ensure prompt and complete resolution of guest calls and requestsOversee the Front Office Department operation and ensure all telephone calls/inquiries are answered within three rings and using proper telephone etiquetteEnsure each employee is expected to carry out, within their capabilities, all reasonable requests by managementTrack all guest issues from various sources and report results. Identify trends for resolution.Address complaints; serve as Manager on Duty as neededEnsure all guest requests/issues are loggedTrack and maintain records of all guest issues and recovery from Tripadvisor/Guest Alerts/Glitch Log/Revinate/ ReviewPro in Nuvola.Monitors and reviews guest comments via the Pulse Report to identify areas for improvement and shares with staff to assist in improving guest satisfaction, guest relations and guest loyalty scores and responds directly to guest as necessaryEnsure that all department equipment is in proper working condition and that department areas and storerooms are cleanPerform departmental administrative dutiesAssist in recruitment, hiring, training, orientation of and communication to department personnel.Schedule and supervise staff to ensure prompt, friendly, and attentive serviceEnsure compliance of brand standards, operating procedures and policiesFacilitates the training and development of all employees to SLS standardsAny other reasonable duties as assigned by the supervisor or managerWe recognize we are in the hospitality industry and that may require us to provide lateral service. We will on occasion call for each individual in the team to on a routine basis perform various related tasks as needed in the spirit of providing exceptional serviceADDITIONAL RESPONSIBILITIES Communicate effectively, both verbally and in writing, to provide clear direction to the venue teams.Communicate with employees using a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information. Remain calm and alert, especially during emergency situations and/or heavy restaurant activity, serving as a role model for team and other employees. Interact with other department personnel and venue staff as needed.Make decisions and take actions based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations. To be aware of and ensure constant compliance with all necessary operational policies including: Health and Safety Food Hygiene Maintenance Emergency Procedures Liquor LicensingSUPPORTIVE FUNCTIONSIn 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 supervisor based upon the particular requirements of the company. Attend mandatory meetings including divisional meetings, staff meetings, etc. Participate in community events and ensure corporate social responsibility goals of SLS are met. Utilize traditional software programs such as Microsoft Office (Word, Excel, Outlook, and PowerPoint), Micros, ADP, Open Table and any departmental specific systems used.Keep work area clean and organized.Ensure confidential documents are kept in a secured area.When disposing confidential documents that contain any personally identifiable information, they must be shredded or pulverized.Complete other duties as assigned by the Department Head.Demonstrate positive leadership characteristics, which inspire Team Members to meet and exceed standards.Ensure compliance with SLS’s policies and procedures.OTHER DUTIESAssimilate into SLS’s culture through understanding, supporting and participating in all SLS elements. Demonstrate working knowledge of the service standards.Regular attendance in conformance with the standards, which may be established by SLS from time to time, is essential to the successful performance of this position.Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the property.SAFETY REQUIREMENTSPersonal Protective Equipment (PPE) may be required when performing work duties that may have the potential of risk to your health or safety. The restaurant will provide the required PPE. Team members will be trained in the proper use and care of any assigned PPE. It is your responsibility to report defective, damaged or lost PPE, or equipment that does not fit properly, to your Manager.Requires ability to lift large and heavy packages and boxes and to the ability to load and unload small and large boxes as needed. Must have ability to safely lift minimum of 50 lbs. without assistance and to push and pull up to 150 lbs. with appropriate equipment. GROOMING/UNIFORMSAll employees must maintain a neat, clean and well-groomed appearance. Specific uniform guidelines and/or required articles of clothing will be explained to you as a part of the orientation process.OTHER Additional language ability preferred. QualificationsSPECIFIC JOB KNOWLEDGE, SKILL AND ABILITYThe individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.Bachelor’s Degree preferred. High School Diploma or equivalent requiredMinimum two (2) years of management experience in a Front Office Leadership role, preferably in an upscale or lifestyle brand hotelProven team leader with a high level of energy and motivation with a proven track record of living the company's valuesAn intermediate to proficient understanding of Computer systems such as: Opera, GoConcierge, HotSOS, Microsoft Word, Excel & Outlook is preferredEnter and locate work related information using computers and/or point of sale systemsAbility to spend extended lengths of time viewing a computer screenPossess a gracious, friendly, and fun demeanorAbility to multitask, work in a fast-paced environment and have a high level attention to detailMaintain positive and productive working relationships with other employees and departments.Ability to work independently and to partner with others to promote an environment of teamwork.Must be able to stand or walk a minimum eight-hour shift.Must be able observant and quick to respond to various situations while also multitasking and handling stressful situations.Must be able to twist, tow (push or pull), reach, bend climb and carry objects as necessary.Must have excellent communication skills and be able to read, write, speak and understand English.Must be able to work inside and outside at all times of the year as needed, based upon business volumes.Knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations.Additional InformationAll your information will be kept confidential according to EEO guidelines.
