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Guest Services Manager

4 months ago

North Miami Beach, United States Sole Miami, a Noble House Resort Full time
WE ARE

Sol Miami is a recently renovated, full-service hotel featuring 222 guestrooms and condos. Here, guests enjoy the popular BALEENkitchen, a bar, beach access and pool service. We are excited to welcome a new Guest Services Manager to our Sunny Isles staff.

OUR CULTURE | Individual Distinction, Collective Soul

People who best fit our culture are hard-working, reliable team players with a passion for hospitality. We look for candidates with a 'can do' attitude and a willingness to learn. We let our personalities shine and we like to have fun. Sol Miami is part of Noble House Hotels & Resorts: a curated collection of 23+ unique hotels around the Americas, distinctly unique in location and soul.

At Sol Miami, we take pride in supporting our initiatives towards Diversity, Equity, Inclusion and Accessibility. We have established a hotel committee to bring together a variety of thoughts, perspectives, and expressions - and we would love for you to share yours with the team

Noble House Hotels & Resorts are proud to encourage and support an environment where everyone can be a successful team member (come as they are) as their true authentic self. We are an equal opportunity workplace and employer that does not discriminate based on race, color, disability, gender/sex, sexual orientation, religion, national origin, age, veteran status, or any other protected status. We are committed to building a team (rooted in family) and a workplace where we are all able to be successful based solely on our individual qualifications, experience, abilities and job performance.

A day in the life.

This is a hands-on position where you are actively working side by side with your team. 80% of your day will be spent working alongside the team, and 20% office time to ensure administrative tasks are covered. As a Guest Services Manager, you support the Director of Front Office in all guest service recoveries, amenity programs and day to day operation.

To be successful in the Guest Services Manager position, you:
  • Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being applied.
  • Track guest satisfaction surveys and maximize usage of the guest response tracking system.
  • Develop and implement controls for expense management. Utilize labor management tools to schedule and control labor costs.
  • Interview, hire, train, develop, resolve problems, provide open communication and recommend discipline and/or termination when appropriate of staff members. Ensure timely completion of performance appraisals.
  • Communicate both verbally and in writing to provide clear direction to staff.
  • Interact positively with customers and take action to resolve problems to maintain a high level of customer satisfaction and quality.
  • Ensure compliance of front office, guest service, and PBX standard operating procedures and policies. Ensure all Front Office Quality Standards are complied with and are consistently applied.
  • Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction.
  • Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations.
  • Resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.
  • Regular attendance in conformance with the standards is essential to the successful performance of this position.
Our team members are our most important asset and that's reflected in our benefits. To attract the best, we offer...

Health Benefits Package: Medical/Dental/Vision/EAP

Supplemental benefits to select such as Short-Term disability, Life Insurance, AD&D and Pet Insurance

401k plan-with employer match after one year of employment

Paid days off-holidays/personal/vacation/sick

On-Demand Pay - Your Pay before Payday

Parking

Team Member/Family/Friend restaurant and hotel discounts within Noble House Hotels & Resorts (nationwide)

Career growth opportunities and recognition programs

Educational Assistance Program

We look forward to hearing from you and sharing more details about this amazing opportunity with you.

Requirements
  • Minimum of 2 years Front Desk experience, preferably in leadership role.
  • High School Diploma or equivalent required, Bachelor's degree preferred.
  • Proficient with PMS system.
  • Able to handle cash and credit transactions.
  • Computer literacy and financial management a must.
  • Able to effectively deal with internal and external customers, some of whom will require high level of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
  • General knowledge of local area attractions and transportation.
  • Able to observe and detect signs of emergency situations. Able to remain calm and alert, during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates.
  • Able to establish and maintain effective working relationships with associates and customers.
  • Able to make sound business decisions and take action quickly based on previous experience and good judgment.
  • Effective verbal and written communication skills. Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.