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Guest Services Manager

3 months ago

Houston, United States Dalwadi Hospitality Management Full time

•Directly supervise all front office/breakfast/shuttle personnel and ensure proper
completion of all front office/breakfast/shuttle duties.
•Direct and coordinate the activities of the front desk, reservations, guest services,
telephone areas, and breakfast area
•Ensure the proper appearance of the lobby and all public areas, including the
complimentary breakfast area.
•Act as the Manager on Duty (MOD) when scheduled as such by the General
Manager.

Requirements::
•High School diploma or higher level education.
•3 years Hotel front office experience with a minimum of 1 year at the supervisory level.
•Must be able to work the evening shift.
•Willing to be on call when not at the hotel.

Primary Functions::

Revenue:
o Financial: Aggressively pursue the hotel's revenue goals and effectively utilize yield management and revenue maximization tools. Constantly seek new ways to increase room revenue and occupancy.
o Rates: Aggressively and effectively manage and continuously update rates on the web and all other distribution channels.
o Sales & Marketing: Work closely with the sales team and capitalize on all revenue opportunities.

Profit:
o Effectively control and manage all front office and breakfast area operational expenses including labor, overtime, supplies etc., and seek
and implement cost saving strategies.

Quality:
o Guest Service: Ensure that the hotel meets/exceeds Dalwadi Hospitality
Management and Brand standards for guest satisfaction.

Leadership:
o Leading: Motivate, coach and train front office team members, set goals and hold team members accountable, and provide feedback, rewards, and recognition.
o Work Ethic: Demonstrate a high level of integrity, take ownership of personal and team actions, communicate effectively, promote
collaboration, nurture a positive, professional work environment, and adhere to Dalwadi Hospitality Management's Standard Operating
Procedures.

Specific Responsibilities::
•Send a daily end of the day activity and accomplishment email to the General Manager and a copy to the Dalwadi Hospitality Management Director of Operations.
•Be proficient on the use of the property management system, and train front desk
personnel on the system.
•Have a good understanding of all of hotel operating procedures.
•Enforce all existing and new policies and procedures with the front office and breakfast area staff.
•Maintain proper staffing in all front office areas, breakfast area, and shuttle services.
•Prepare and post the front office, breakfast area, and shuttle staff work schedules in a timely fashion.
•Conduct regular performance reviews of front office, breakfast area, and shuttle services staff.
•Constantly monitor front office communications logs.
•Monitor appearance of all front desk, breakfast area, and shuttle services staff, to ensure they are following company uniform policy.
•Conduct weekly departmental meetings, and individual meetings as needed.
•Supervise delegated responsibilities and follows up.
•Be proficient on the use of all front office equipment such as credit card machine, copier and
•Exhibit good leadership skills.
•Maintain all equipment, conduct an inventory on the last day of each accounting period, and maintain office and breakfast area supplies at
•Inform the General Manager of any unique situations, or unusual developments in front office operations.
•Handle guest complaints effectively.
•Be willing and able to work any shift, including audit and fill in when other employees are not able to work their scheduled shift.
•Complete weekly schedules for front office, breakfast area, and shuttle services staff as per standard operating procedures.
•Understand the Chart of Accounts in order to code the invoices for the front office, breakfast area, and shuttle services.
•Process reservations by mail, telephone, fax and central reservation systems referrals.
•Process reservations received from sales office and other hotel departments.
•Have complete knowledge of room types and offered rate plans.
•Open and close out discount rates on reservation systems when applicable.
•Fully understand the hotel's franchise policy on guaranteed reservations and no-
shows.
•Process cancellations and modifications to reservations.
•Promote goodwill by being courteous, friendly, and helpful to guests, managers and all other associates.

Optimum Attributes::
•Effective Communication skills
•Pleasing personality
•Good team player
•Good listener
•Well groomed and professional appearance.
•Open with praise, discrete with criticism.