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Guest Services Manager

2 months ago

Houston Texas, United States Home2 Houston Willowbrook Full time

Position Overview:


The Guest Services Manager plays a pivotal role in supporting the Front Desk Manager and/or General Manager by delivering attentive, courteous, and efficient service to all patrons before their arrival and throughout their stay.

This position is also tasked with optimizing room revenue and occupancy rates.

Key Responsibilities:

Qualifications:
Minimum of 2 to 3 years of progressive experience in hospitality or a related sector is required. A High School diploma or equivalent is mandatory.

Completion of college coursework in a relevant field is advantageous.

Prior supervisory experience is preferred.

A valid driver's license for the applicable state is necessary.

Ability to communicate information and ideas clearly is essential.

Must be capable of evaluating and selecting among alternative courses of action swiftly and accurately.


Ability to perform well in high-pressure situations, including effectively managing guest objections and disputes to satisfactory resolutions.


Demonstrated initiative in job performance, including the ability to anticipate needs before they arise.

Maintaining composure and objectivity under pressure is crucial.

Effectiveness in addressing workplace challenges, including anticipating, preventing, identifying, and resolving issues as needed.

Ability to assimilate complex information and data from various sources and adjust or modify it to meet specific needs.

Proficiency in listening, understanding, and clarifying concerns and issues raised by colleagues and guests.

Ability to work with and comprehend financial information and data, along with basic arithmetic functions.

Core Duties:
Approach all interactions with guests and team members in a friendly, service-oriented manner.


Maintain regular attendance in accordance with company standards as required by scheduling, which may vary based on hotel needs.

Uphold high standards of personal appearance and grooming, including wearing the appropriate uniform and name tag while on duty.

Adhere to company standards and regulations to promote safe and efficient hotel operations.

Maintain a warm and welcoming demeanor at all times.

Set the benchmark for guest relations at the front desk.

Gather all necessary information when processing room reservations.

Monitor all VIP and special guest requests.

Review the Front Office log and Trace File on a daily basis.

Fully understand and execute all relevant aspects of the front desk computer system.

Ensure timely and professional logging and delivery of all messages, packages, and mail.

Stay informed about all rates, packages, and promotions currently available.

Be knowledgeable about all in-house groups.

Be aware of all closed-out and restricted dates.

Follow and enforce all hotel credit policies.

Be capable of performing all duties of a Front Desk Agent.


Complete and ensure that a proper bucket check, room rate verification report, and housekeeping report have been accurately completed and filed.

Maintain proper operation of the P.B.X. console and ensure compliance with all company standards.


Establish and maintain effective communication and teamwork with fellow associates and other departments within the hotel (set an example for other associates and be a team leader).

Assist the General Services Manager in ensuring that associates adhere to and maintain company standards (i.e., answering phones, call-backs to guests, guest request log).

Possess knowledge of and assist in all emergency procedures as required.

Oversee and ensure that all guests are checked in/out in a friendly, efficient, and courteous manner.


Be able to perform and ensure that all tasks and duties on the shift checklist are completed in a timely and efficient manner.


Ensure that associates are consistently attentive, friendly, helpful, and courteous to all guests, managers, and fellow associates.

Maximize room revenue through effective Rooms Merchandising.

Respond to all guest inquiries in a timely and professional manner.

Participate in departmental meeting planning and execution.

Help maintain productivity levels at or above budgeted standards.

Perform any other duties as assigned by management.

Assist in the training of new hires and current associates on a regular basis.

Attend meetings as required by management.

Company Overview:


As a leader in third-party hotel management, our expanding portfolio encompasses over 1,550 hotels across all 50 states and 22 countries, featuring top international lodging brands, luxury hotels, destination resorts, and lifestyle hotels.

Our associates worldwide are dedicated to serving our guests and achieving exceptional results, thriving in a culture where everyone is motivated to excel.

Join a world of opportunities with our organization.

Benefits:
After an initial waiting period, those hired into full-time positions are eligible for a competitive benefits package that includes the following:

Now offering Daily Pay - inquire with your Recruiter for more details

Medical, Dental, and Vision Coverage

Short-Term and Long-Term Disability Income

Term Life and AD&D Insurance

Paid Time Off

Employee Assistance Program

401k Retirement Plan