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Guest Services Manager
2 months ago
Compensation Type:
Hourly at Hyatt House:
Hyatt House is a leading hospitality management firm known for its innovative approach in the sector.
The company excels in key U.S.gateway markets and is rapidly expanding its footprint globally.
Hyatt House's extensive portfolio represents a significant asset value and generates substantial revenues.The organization offers expert insights throughout all phases of the hospitality property lifecycle, from planning and development to recapitalization or sale.
Hyatt House is also adept at creating unique hotel brands and employs industry-leading proprietary revenue management systems that analyze and forecast changing market conditions to enhance performance and maximize asset value.
With a leadership team comprising some of the most seasoned professionals in hotel management, the company is a reliable partner for prominent ownership groups and major hotel brands.
Location:
Hyatt House El Segundo
Overview:
The Guest Services Manager is tasked with delivering attentive, courteous, and efficient service to all guests during check-in, throughout their stay, and at checkout, while optimizing room revenue and occupancy.
Responsibilities:
Welcome and greet all guests arriving at the Front Desk in line with Hyatt House standards.
Ensure the proper functioning of the PBX console and meet all hotel standards (if applicable). Respond to guest inquiries regarding hotel services, facilities, and operational hours promptly.
Oversee the logging and delivery of packages, mail, and messages to guests and meeting rooms.Review the Front Office log and Trace File daily.
Address inquiries from guests concerning dining options, transportation, entertainment, etc.
Adhere to all cash handling and credit policies.
Be knowledgeable about all rates, packages, and special promotions as outlined in the Red Book.
Familiarize yourself with all in-house groups.
Be aware of closed-out and restricted dates.
Gather all necessary information when processing room reservations and follow the rate-quoting procedure.
Understand hospitality terminology.
Be informed about emergency procedures and assist as necessary.
Manage check-ins and checkouts in a friendly, efficient, and courteous manner. Utilize proper two-way radio etiquette when communicating with colleagues.
Fully understand and operate all relevant aspects of the Front Desk computer system.
Complete all tasks and duties on the shift checklist in a timely and efficient manner.
Conduct a bucket check, room rate verification report, and housekeeping report.Balance and prepare individual paperwork for shift closure according to hotel standards.
Promote and maintain guest programs and promotions.
Keep a tidy work area.
Assist guests with safe deposit boxes.
Qualifications:
College coursework in a related field is beneficial.
Experience in a hotel or similar field is preferred.
A High School diploma or equivalent is required.
Computer proficiency is necessary.
Customer service experience is preferred.
Flexibility and willingness to work long hours when required.
Light physical work
- Involves exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.
Maintain a warm and friendly demeanor at all times. Supervise all team members in their respective roles at the Front Office.
Must effectively communicate both verbally and in writing with all levels of employees and guests in an attentive, friendly, courteous, and service-oriented manner.
Must be adept at listening to, understanding, and clarifying concerns raised by employees and guests.Must be able to multitask and prioritize departmental functions to meet deadlines.
Approach all interactions with guests and employees in an attentive, friendly, courteous, and service-oriented manner.
Attend all required meetings and training sessions.
Maintain regular attendance in compliance with Hyatt House standards, as required by scheduling, which will vary according to the needs of the hotel.
Uphold high standards of personal appearance and grooming, including wearing the proper uniform and nametag.Comply with Hyatt House standards and regulations to promote safe and efficient hotel operations.
Maximize productivity efforts, identify problem areas, and assist in implementing solutions.
Must be effective in addressing issues, including anticipating, preventing, identifying, and resolving problems as necessary.
Must be able to comprehend and apply complex information, data, etc., from various sources to achieve appropriate objectives.
Must be willing to cross-train in other hotel-related areas.
Must maintain confidentiality of information.
Must demonstrate initiative, including anticipating guest or operational needs.
Perform other duties as assigned by management. Salary Range ($17.50-$18.00)
