Guest Services Manager

4 weeks ago

Portland, United States The Press Hotel UNION Full time

_“I’ve learned that people will forget what you said, people will forget what you did, but _**people will never forget how you made them feel.**_” - Maya Angelou_
- Do you enjoy finding ways to make someone's day great and making them feel welcomed?
- Do you enjoy leading a team with positivity and with a goal of exceeding expectations and growth?
- How about finding the little things to make someone's experience more than they expected?
- Do you like the challenge of having to think creatively and out of the box for salutations and special ways to give a "beyond words" experience?
- Are you passionate about hospitality and **want to grow**?

Primary Objective of Position

Hands-on supervision of associates of the Guest Services Department. Delegate job assignments and manage the work environment to ensure maximum efficiency while maintaining service standards.

**Benefits**
- **Competitive Pay**:

- 401K Savings Options
- **Paid Time Off**:

- A Positive, Respectful, Fun Employment Culture
- **Discounted Parking Options**:

- On the Job Training
- Learning & Development Opportunities
- Complementary Employee Assistance Program
- **Discounted Hotel Stays**:

- Note: *benefits eligible to full time associates only
- *Comprehensive Health, Dental and Vision Insurance
- *Company Paid Life Insurance
- *Flex Spending & Health Reimbursement Account Options

Essential Functions
- Take every opportunity to amaze the guests.
- Assist with hiring and training new team members
- Assist with Housekeeping when needed
- Work closely with Reservations and Revenue team on in the day rates and inventory
- Accept requests from guests and associates regarding assistance with baggage handling and storage, delivery of items, limousine transfers, or assistance with obtaining transportation and assigning agent to handle these requests.
- Supervise and direct the Guest Services staff and make adjustments as needed to maintain service standards.
- Resolve guest and associate concerns on the spot in a manner which is beneficial to all involved.
- Work with the chick-in process to identify, register and room guests and deliver guest messages. Make corrections or adjustments to the seamless check in system as the operation necessitates.
- Assist in offering supervision for housekeeping department in absence of manager.
- Prepare and maintain all tour and delivery paperwork to ensure accuracy and operational standards are upheld. Supervise all group baggage transfers and amenity deliveries to ensure proper handling and completion.
- Complete daily paperwork.
- Maintain the check-in station for appearance, organization, and operational. effectiveness. Inspect associates’ uniforms, operational departmental areas for cleanliness and organization, correcting as necessary.
- Participates in the Manager on Duty Program.
- Adheres to all applicable Property Standard Operating Procedures.

Other:
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.

Supportive Functions/Teamwork Skills:
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:

- Update all relevant reports pertaining to the check-in process on a regular basis and communicate those changes to the line associates quickly and effectively.
- Conduct monthly department meetings
- Work with 3 party operators and vendors
- When necessary, actively contribute to the successful operation of the department by labeling, handling, and/or storing guest luggage, delivering guest items on request, or checking guests in.
- 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.

Safety and Security:

- Properly handle and account for keys
- Be knowledgeable of policies regarding emergency procedures and

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