Guest Services Manager

1 week ago

Jersey City, New Jersey, United States HEI Hotels and Resorts Full time
About Us

The Hyatt Regency on the Hudson is a premier hotel located in downtown Jersey City, offering breathtaking views of the New York City Skyline. With a rich history and a commitment to exceptional guest experiences, we are dedicated to providing a unique and memorable stay for our guests.

Responsibilities
  • Take ownership of guest service for the property as a whole, ensuring seamless and personalized experiences for all guests.
  • Ensure efficient guest registration, checkout, and telephone service, while maintaining the highest standards of hospitality.
  • Track guest satisfaction surveys and utilize the guest response tracking system to motivate, coach, and develop property associates.
  • Consistently motivate and educate associates to improve guest satisfaction and feedback, meeting and exceeding brand standards.
  • Provide training for entry-level associates and supervisors, ensuring a high level of knowledge and expertise.
  • Develop and implement controls for expense management, labor management tools, and scheduling.
  • Interview, hire, train, develop, and resolve problems with staff members, providing open communication and recommending discipline and/or termination when necessary.
  • Ensure timely completion of performance appraisals and communicate clearly with staff.
  • Interact positively with customers, resolving problems and maintaining a high level of customer satisfaction and quality.
  • Ensure compliance with concierge, bellstand, valet, and driver standard operating procedures and policies.
  • Perform other job-related duties as assigned and coordinate activities with other hotel departments to facilitate increased levels of communication and guest satisfaction.
Qualifications
  • Hospitality degree preferred or equivalent work experience.
  • Experience with hotel union preferred.
  • Excellent written and verbal English skills.
  • Proficient with OPERA PMS system.
  • Advanced knowledge of brand's reward program and hospitality standards.
  • Able to handle cash and credit transactions, maintain a professional appearance, and communicate well with guests.
  • Must possess thorough knowledge of all concierge, bellstand, valet, and driver operations and individual job requirements.
  • Computer literacy and financial management a must.
  • Able to resolve guest, supervisor, and associate conflicts and manage multiple tasks effectively.
  • Able to effectively deal with internal and external customers, requiring high levels of patience, tact, and diplomacy.
  • Intimate knowledge of local area attractions and transportation.
  • Working knowledge of federal, state, and local laws governing equal employment opportunity and civil rights.
Benefits

HEI Hotels and Resorts offers a comprehensive benefit program, providing choices for physical, mental, and financial wellness. Our benefits include competitive Medical and Dental programs, Vision insurance, Vacation, Sick, and Holiday programs, pet insurance, and a 401(k) Savings Plan with matching funds.

We proudly partner with DailyPay, a voluntary benefit that allows our associates access to their earnings when they want them.

HEI Hotels and Resorts is an equal opportunity employer, committed to building a diverse and inclusive workplace.

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