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Guest Services Manager

2 months ago

Irvine, California, United States Hampton Inn Irvine Full time

The Guest Services Manager plays a pivotal role in supporting the Front Office and General Manager by delivering attentive, courteous, and efficient service to all guests from the moment they arrive until their departure. This position is also crucial in optimizing room revenue and occupancy rates.

Benefits

* Competitive Compensation

* Comprehensive Hospitality Training

* Health Coverage

* Paid Leave

* Retirement Plan

* Global Employee Hotel Discounts

Key Responsibilities

  • Engage with guests and staff in a friendly, service-oriented manner.
  • Maintain consistent attendance in accordance with company standards, adapting to the hotel’s needs.
  • Adhere to company policies and regulations to promote safe and efficient hotel operations.
  • Exhibit a warm and welcoming demeanor at all times.
  • Set the benchmark for guest relations at the Front Desk.
  • Gather all necessary information for room reservations.
  • Monitor guest requests and resolve issues promptly.
  • Review daily Front Office logs and Trace Files.
  • Understand and execute all relevant aspects of the front desk system.
  • Manage loyalty program enrollments and benefits delivery.
  • Ensure accurate posting of parking charges.
  • Stay informed about current rates, packages, and promotions.
  • Be knowledgeable about in-house groups.
  • Recognize all closed-out and restricted dates.
  • Enforce hotel credit policies.
  • Perform all duties of a Front Desk Agent as needed.
  • Complete and verify bucket checks, room rate verification reports, and housekeeping reports.
  • Foster effective communication and teamwork among staff and other departments.
  • Assist management in ensuring compliance with company standards (e.g., phone etiquette, guest follow-ups, and request logs).
  • Be knowledgeable of and assist in emergency procedures as required.
  • Oversee guest check-in and check-out processes, ensuring efficiency and courtesy.
  • Ensure all tasks on the shift checklist are completed promptly and efficiently.
  • Maintain a high level of attentiveness, friendliness, and helpfulness towards guests and colleagues.
  • Maximize room revenue effectively.
  • Respond to guest inquiries in a timely and professional manner.
  • Participate in departmental meetings and planning sessions.
  • Help maintain productivity levels that meet or exceed budgeted standards.
  • Perform additional duties as assigned by management.
  • Assist in the training of new hires and current staff regularly.
  • Attend meetings as required by management.
Qualifications

What We Seek

Hampton Inn Irvine values its commitment to exceptional guest experiences. We look for individuals who embody our core values:
  • Hospitality - Passionate about delivering outstanding guest experiences.
  • Integrity - Committed to doing the right thing consistently.
  • Leadership - Demonstrating leadership within the industry and community.
  • Teamwork - Collaborating effectively in all endeavors.
  • Ownership - Taking responsibility for actions and decisions.
  • Urgency - Operating with a sense of urgency and discipline.
Additionally, we seek candidates who demonstrate key attributes such as:
  • Quality
  • Productivity
  • Dependability
  • Customer Focus
  • Adaptability
Working at Hampton Inn Irvine

As a leading name in the hospitality sector, Hampton Inn Irvine is dedicated to providing exceptional accommodations and service. Our vision is to create remarkable hospitality experiences that resonate with our guests, supported by our dedicated team members who are at the heart of our success.