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Guest Services Manager

2 months ago

Philadelphia, Pennsylvania, United States Pyramid Global Hospitality Full time
Company Overview

Pyramid Global Hospitality prioritizes its workforce, fostering a culture that emphasizes support, inclusivity, and personal growth. Our commitment to a People First philosophy is evident in our employee development initiatives, comprehensive benefits, and the cultivation of meaningful relationships. We offer a variety of employment perks, including extensive health coverage, retirement options, and paid leave, alongside unique benefits such as wellness programs and discounts on local services. Our dedication to continuous training and professional development ensures that all team members, whether new to the hospitality sector or seasoned experts, thrive in a collaborative environment that promotes success across our 230+ properties globally.

Position Summary

The Guest Services Manager plays a pivotal role in leading the Front Office team, ensuring that exceptional customer service is consistently delivered.

Key Responsibilities:
  • Provide clear and effective communication to team members, both verbally and in writing.
  • Assess lobby activity and adjust staffing levels as necessary.
  • Welcome guests warmly and sincerely upon arrival.
  • Facilitate the registration process by accurately entering and retrieving information from the property management system, confirming essential details such as guest count and room rates.
  • Advocate for the Pyramid Hotel Group marketing initiatives.
  • Assign rooms based on guest preferences and requirements, ensuring clarity on room numbers and rates.
  • Maintain a presence in the front office area, requiring mobility and engagement.
  • Manage cash transactions, ensuring accuracy in change and balancing of the house bank.
  • Process various forms of payment, including vouchers and traveler's checks.
  • Perform basic arithmetic functions accurately using a calculator.
  • Post charges to guest accounts and house accounts through the computer system.
  • Answer phone calls promptly, using positive and clear language.
  • Input and manage messages within the computer system.
  • Retrieve and deliver messages, mail, and packages to guests as requested.
  • Exhibit calmness and alertness during emergencies or busy periods, serving as a role model for the Front Office team.
  • Address and resolve guest complaints by conducting thorough investigations and implementing effective solutions.
  • Make informed decisions based on experience and sound judgment, adapting procedures as necessary for unique situations.
  • Authorize revenue adjustments to resolve issues only after exploring alternative solutions.
  • Adhere to attendance standards as established by Pyramid Hotel Group.
Qualifications

Knowledge, Skills, and Abilities:
The ideal candidate will possess the following attributes and demonstrate the ability to perform essential job functions, with or without reasonable accommodation:
  • Strong interpersonal skills to effectively engage with both internal and external customers, often requiring patience and diplomacy.
  • Basic mathematical proficiency.
  • Ability to navigate and input data into a moderately complex computer system.
  • Capability to stand and walk for extended periods while performing front desk duties.
  • Effective verbal and written communication skills, with the ability to prepare detailed reports on room availability and revenue.
Education and Experience:
High school diploma required; some college education preferred. While prior experience is not mandatory, two years of combined front desk and supervisory experience is advantageous.

Grooming Standards:
All employees are expected to maintain a neat, clean, and professional appearance.

Additional Information:
Preference will be given to candidates with additional language skills.