Guest Services Manager

1 month ago

Phoenix, Arizona, United States Highgate Hotels Full time
Job Title: Guest Services Manager

Job Summary:

The Guest Services Manager is responsible for ensuring the operation of the Guest Services, Concierge and Uniformed Services/Transportation in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy.

Key Responsibilities:
  • Guest Service Delivery: Respond to all guests' requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
  • Team Management: Motivate, coach, counsel and discipline all Guest Services personnel according to Highgate Hotel S.O.P.'s.
  • Revenue Maximization: Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count.
  • Communication: Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
  • Administrative Tasks: Review Guest Services staff's worked hours for payroll compilation and submit to Accounting on a timely basis. Prepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements.
Requirements:
  • Education: At least 5 years of progressive experience in a hotel or a related field; or a 2-year college degree and 3 or more years of related experience; or a 4-year college degree and at least 1 year of related experience.
  • Experience: Supervisory experience required.
  • Skills: Must be proficient in Windows, Company approved spreadsheets and word processing. Must have a valid driver's license from the applicable state.
  • Personal Qualities: Maintain a warm and friendly demeanor at all times. Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.

About Highgate Hotels: Highgate is a premier real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in U.S. gateway markets including New York, Boston, Miami, San Francisco and Honolulu, with a rapidly expanding presence in Europe, Latin America, and the Caribbean.

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