Guest Service Manager at Executive Inn

2 months ago

Oakland, United States Executive Inn & Suites Best Western Plus Bayside Hotel Full time
Job DescriptionJob Description

Executive Inn & Suites in Oakland, CA is looking for a Guest service Manager to join our amazing team. Our Guest Service Manager will oversee two properties onsight between an independent Executive inn and Suites and the Best Western Bayside Oakland. The Guest Service Manager is responsible for assisting the General Manager with the operation of the Front Office in an attentive, friendly, efficient and courteous manner. This role needs to provide all guests with quality service prior to and throughout their stay while maximizing room revenue and occupancy. This is an overtime eligible management position. It requires to work morning & afternoon and graveyard shifts, including weekends and holidays.

Benefits

  • We offer many great benefits, including free early access to your pay through Homebase.

Responsibilities

  • Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
  • Be punctual & report to work per schedule.
  • Maintain high standards of personal appearance and grooming.
  • Maintain an average of front office scores on Medailia.
  • Maintain a minimal enrollment score of Best Western Rewards program.
  • Comply at all times with East Bay Hotel LP II LP standards and regulations to encourage safe and efficient hotel operations.
  • Able to conduct coach and counseling with their team members and having it documented and dated.
  • Respond to all guest requests, 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.
  • Ensure compliance to brand and company training requirements.
  • Assist with development of employee morale and ensure training of Front Desk personnel.
  • Maximize room revenue and occupancy by reviewing status daily. Analyze rate efficiency, monitor credit report and maintain close observation of daily house count. Make sure routing/deposit are set up correctly to collect correct revenue from each guest.
  • Assist with supervision of the Night Audit function and monitor the House Charge Worksheet and Flash Report for accuracy.
  • Ensure that no-show revenue is maximized through consistent and accurate billing.
  • 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 bank discrepancies etc.
  • Operate all aspects of the Front Office computer system including working with Opera and Autoclerk on service tickets.
  • Monitor proper operation of the P.B.X. console and ensure the wakeup calls are set up correctly.
  • 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 packages and mail in a timely and professional manner.
  • Be aware of all rates packages and promotions currently underway.
  • Establish and maintain key control system.
  • Focus the Front Desk Department on their role in contributing to the guest service scores.
  • Monitor all V.I.P.'s special guests and requests.
  • Maintain required pars of all front office and stationary supplies.
  • Complete MOD checklist by the end of the shift. Provide guidance and support to other Front Office staff during the shift as needed.
  • Assist the General Manager and Engineering Department in implementing and maintaining emergency procedures.
  • Other duties as required.

Qualifications

  • At least 5 years of progressive experience in a hotel or a related field; or a 2-year college degree and 3 or more years of related experience; or a 4-year college degree and at least 1 year of related experience.
  • Supervisory experience required.
  • Must be proficient in Windows operating systems. Experience with Opera & Reserve preferred.
  • Must be able to convey information and ideas clearly.
  • Must be able to evaluate and select among alternative courses of action quickly and accurately.
  • Must work well in stressful high-pressure situations.
  • Must maintain composure and objectivity under pressure.
  • Must be effective in handling problems in the workplace including anticipating preventing identifying and solving problems as necessary.
  • Must have the ability to assimilate complex information data etc. from disparate sources and consider adjust or modify to meet the constraints of the particular need.
  • Must be effective at listening to understanding and clarifying the concerns and issues raised by team members and guests.
  • Must be able to work with and understand financial information and data and basic arithmetic functions.


We are looking forward to reading your application.

Available shifts and compensation: We have available shifts all days of the week. Compensation is $28.85/hour.

About Executive Inn & Suites: On the sunny side of the bay, just five minutes from the downtown Oakland’s historic Business District and 15 miles from San Francisco, you’ll find one of the most welcoming and comfortable waterfront hotels in the area – the Executive Inn & Suites. It’s serene and quiet, offering a fresh, new nautical-inspired design. Plus, the gorgeous water views soothe you into a mindset of sheer relaxation. And yet the best of Northern California is easily reachable. You can enjoy San Francisco, San Jose, Silicon Valley and Napa. Attractions like Jack London Square, O.co Coliseum and Oracle Stadium are also accessible. Unwind in spacious, beautifully appointed rooms, many of which feature views of the Oakland Estuary at Embarcadero Cove. ​ Experience complimentary perks setting us among the best values in Oakland that include a hot breakfast buffet, Wi-Fi, parking and shuttle service to Oakland Airport, Jack London Square, the Ferry and the Lake Merritt BART Station. Traveling for business? Amenities like a full-service conference center with four natural light-filled meeting rooms and fully tailored conference planning make the Executive Inn & Suites the number one business hotel in Oakland. Best of all, you’ll enjoy warm, friendly service from staff members who can’t wait to share their favorite local spots with you. Discover San Francisco and all the Bay Area has to offer by staying at Executive Inn & Suites.


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