Guest Services Director

6 days ago

Princeton, New Jersey, United States Highgate Full time

Job Summary

The Front Desk Manager is responsible for overseeing the daily operations of the Front Office, ensuring that all guests receive exceptional service and that the hotel's revenue and occupancy goals are met.

Key Responsibilities

  • Respond to all guest 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.
  • Motivate, coach, counsel, and discipline all Guest Services personnel according to Highgate Hotel's policies and procedures.
  • Carry a cell phone at all times to ensure prompt communication with staff and management.
  • Prepare and conduct all Guest Services interviews and follow hiring procedures according to Highgate Hotel's guidelines.
  • Develop employee morale and ensure training of Guest Services personnel to enhance their skills and knowledge.
  • Maximize room revenue and occupancy by reviewing status daily, analyzing rate variance, monitoring credit reports, and maintaining close observation of daily house count.
  • Attend daily and monthly Rooms Merchandizing meetings to discuss sales strategies and revenue growth.
  • Participate in required programs as scheduled to ensure compliance with Highgate Hotel's standards.
  • Review Guest Services staff's worked hours for payroll compilation and submit to Accounting on a timely basis.
  • Prepare employee schedules according to business forecast, payroll budget guidelines, and productivity requirements.
  • Ensure that no-show revenue is maximized through consistent and accurate billing.
  • Maintain Highgate Hotel's standards regarding Purchase Orders, vouchering of invoices, and checkbook accounting.
  • Ensure that Wage Progress, Productivity, and the Ten Day Forecast are completed on a timely basis according to Highgate Hotel's guidelines.
  • Maintain a professional working relationship and promote open lines of communication with managers, employees, and other departments.
  • Work closely with Accounting on follow-up items, returned checks, rejected credit cards, employee discrepancies, etc.
  • Operate all aspects of the Front Office computer system, including software maintenance, report generation, and analysis, and simple programming.
  • Monitor proper operation of the console and ensure that employees maintain Highgate Hotel's standards in its use.
  • Ensure staff greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel's standards.
  • Ensure implementation of all Highgate Hotel policies and house rules. Understand hospitality terms.
  • Ensure sign off of all Service Standards by Position for Guest Services staff.
  • Assist in preparation of revenue and occupancy forecasting.
  • Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
  • Maintain constant communication with Housekeeping, Reservations, and the Credit Manager.
  • Coordinate all aspects of the ongoing implementation of the Highgate Hotel philosophy of service.
  • Ensure correct and accurate cash handling at the Front Desk.
  • Follow and enforce all Highgate Hotel credit policies.
  • Ensure that employees are, at all times, attentive, friendly, helpful, and courteous to all guests, managers, and other employees.
  • Maintain and monitor 'Lost and Found' procedures and policies according to Highgate Hotel standards.
  • Establish and maintain key control system.
  • Ensure participation within department for monthly Highgate Hotel team meeting.
  • Focus the Guest Services Department on their role in contributing to the Guest Service and audit scores.
  • Monitor all 's, special guests, and requests.
  • Maintain required pars of all front office and stationary supplies.
  • Review daily Front Office work and activity reports generated by Night Audit.
  • Review Front Office log book and Guest Request log on a daily basis.

Qualifications

  • 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.
  • Supervisory experience required.
  • The ability to demonstrate exceptional Customer Service Skills.
  • Must be proficient in Windows and Microsoft Office.
  • Able to work long hours as sometimes required.
  • 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.
  • Must be effective 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 encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner.
  • Attend all hotel required meetings and trainings.
  • Participate in coverage as required.
  • Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
  • Maintain high standards of personal appearance and grooming, which include wearing nametags.
  • Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
  • Maximize efforts towards productivity, identify problem areas, and assist in implementing solutions.
  • Must be effective in handling problems, including anticipating, preventing, identifying, and solving problems as necessary.
  • Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
  • Must be able to maintain confidentiality of information.
  • Perform other duties as requested by management.

  • Guest Services Representative

    4 days ago

    Princeton, New Jersey, United States Graduate Princeton Full time

    Job SummaryWe are seeking a highly skilled and customer-focused Guest Services Representative to join our team at Graduate Princeton. As a key member of our front desk team, you will be responsible for providing exceptional service to our guests, ensuring a seamless and memorable experience during their stay.Key ResponsibilitiesGuest Service: Greet and...

  • Guest Services Representative

    4 days ago

    Princeton, New Jersey, United States Graduate Princeton Full time

    Job SummaryWe are seeking a highly skilled and customer-focused Guest Services Agent to join our team at Graduate Princeton. As a key member of our front desk team, you will be responsible for providing exceptional service to our guests, ensuring a seamless and memorable experience during their stay.Key ResponsibilitiesGuest Service: Greet and welcome...

  • Guest Services Supervisor

    2 weeks ago

    Princeton, New Jersey, United States Remington Full time

    Position OverviewKey ResponsibilitiesProactively assess guest requirements, ensuring timely responses and recognition of all guests, while fostering positive interactions consistently. Welcome and interact with guests in a friendly manner, efficiently managing their check-in and check-out processes.Oversee appropriate staffing levels for front office...

  • Guest Services Representative

    2 weeks ago

    Princeton, New Jersey, United States VP Management Full time

    Job OverviewPosition Summary:A distinguished hospitality establishment is looking for a dedicated Front Desk Associate. This full-time role is essential in delivering outstanding service to our patrons, ensuring an efficient check-in and check-out experience, addressing guest inquiries and concerns, and supporting various administrative functions.The ideal...

  • Guest Services Representative

    2 weeks ago

    Princeton, New Jersey, United States VP Management Full time

    Job OverviewPosition Summary:A distinguished hotel is in search of a dedicated Front Desk Associate to join our esteemed establishment in Princeton, West Virginia. This pivotal role is essential for delivering outstanding service to our patrons, ensuring an efficient check-in and check-out experience, addressing guest inquiries and concerns, and supporting...

  • Guest Services Representative

    1 week ago

    Princeton, New Jersey, United States VP Management Full time

    Job OverviewPosition Summary:A distinguished hospitality establishment is looking for a dedicated Front Desk Associate in Princeton, West Virginia. This role is essential in delivering outstanding service to our patrons, ensuring efficient check-in and check-out procedures, addressing guest inquiries and concerns, and supporting various administrative...

  • Guest Event Coordinator

    7 days ago

    Princeton, New Jersey, United States Marriott International, Inc Full time

    **Job Summary**At Marriott International, we're committed to delivering exceptional experiences to our guests. As a Guest Event Expert, you'll play a critical role in ensuring that every event is a success. Your attention to detail, excellent communication skills, and ability to work well under pressure will make you an invaluable member of our team.**Key...

  • Customer Service Director

    4 days ago

    Princeton, New Jersey, United States Bindu Verma - State Farm Agent Full time

    Job OverviewWe are seeking a highly skilled and experienced professional to lead our customer service operations as a Customer Service Director at Bindu Verma - State Farm Agent. As a key member of our team, you will be responsible for providing exceptional customer experiences and driving business growth through strategic initiatives.Key...

  • Clinical Director of Adult Services

    1 month ago

    Princeton, New Jersey, United States Princeton Child Development Full time

    PCDI has a long history of providing high quality behavior analytic services to adults with autism in both the day and residential programs. Along with having experience in applied behavior analysis and the needs of adults with developmental disabilities, the ideal candidate has a flexible schedule and uses good judgment to determine where to focus their...

  • Educational Services Administrator

    2 weeks ago

    Princeton, New Jersey, United States EDEN AUTISM SERVICES Full time

    The Chief of Educational Services plays a pivotal role in guiding, directing, and managing the operations of Eden Autism Services, focused on supporting students with autism from early childhood through secondary education. This position acts as the educational authority and administrator to ensure adherence to relevant educational standards and regulations....

  • Banquet Service Expert

    7 days ago

    Princeton, New Jersey, United States Marriott International, Inc Full time

    **Job Summary**We are seeking a skilled Guest Event Expert to join our team at Marriott International, Inc. As a Guest Event Expert, you will be responsible for delivering exceptional service to our guests during banquets and events. Your attention to detail, ability to multitask, and passion for delivering memorable experiences will make you a valuable...

  • Food Service Specialist

    1 week ago

    Princeton, New Jersey, United States Salt Creek Grille Restaurants Full time

    Welcome to Salt Creek Grille, a distinguished American dining establishment celebrated for its exquisite culinary offerings, unique wine selections, live entertainment, and inviting atmosphere. Our mission is to deliver an exceptional dining experience for our patrons through authentic hospitality and a commitment to community engagement.As a Hospitality...

  • Food Service Team Member

    6 days ago

    Princeton, New Jersey, United States Salt Creek Grille Restaurants Full time

    About Us:Salt Creek Grille Restaurants is a renowned American grille chain that prides itself on delivering exceptional culinary experiences, paired with an extensive selection of wines and live entertainment. Our restaurants boast a warm and inviting ambiance, making them the perfect destination for guests seeking a memorable dining experience.Our Team:At...

  • Catering Service Specialist

    2 weeks ago

    Princeton, New Jersey, United States Salt Creek Grille Restaurants Full time

    Position Overview:We are seeking a dedicated and enthusiastic Banquet Server to join our team at Salt Creek Grille. The ideal candidate will possess a strong attention to detail and a commitment to providing exceptional service.Key Responsibilities:1. Deliver outstanding service to guests during events and banquets.2. Follow instructions from supervisors and...

  • Event Service Specialist

    2 weeks ago

    Princeton, New Jersey, United States Salt Creek Grille Restaurants Full time

    Position Overview:The role of a Banquet Server involves delivering outstanding service throughout the entirety of events to guarantee exceptional guest satisfaction. We are looking for enthusiastic individuals to become part of our team and contribute to creating memorable experiences for our patrons. Key Responsibilities:Assist in the thorough preparation...

  • Director of Annual Giving

    2 months ago

    Princeton, New Jersey, United States The Hun School of Princeton Full time

    The Hun School of Princeton seeks a strateg ic Director of Annual Giving, is responsible for securing annual fund support for the School and leads the strategy and messaging for all annual fund communications and programming. The Director sets the strategic direction for the Hun Fund, and manages all aspects of a multi-channel annual fund campaign across...

  • Food Service Associate

    2 days ago

    Princeton, New Jersey, United States Ruths Chris Full time

    Job SummaryWe are seeking a highly motivated and detail-oriented Food Runner to join our team at Ruths Chris Steak House. As a Food Runner, you will play a critical role in ensuring that our guests receive exceptional service and enjoy a memorable dining experience.Key ResponsibilitiesSet up the front line with equipment, plate ware, and small wares needed...

  • Hotel Service Representative

    7 days ago

    Princeton, New Jersey, United States Remington Full time

    Job SummaryWe are seeking a highly motivated and detail-oriented Housekeeping Associate to join our team at Remington. As a key member of our housekeeping team, you will be responsible for ensuring the cleanliness and maintenance of our guest rooms, public areas, and back-of-house spaces.Key Responsibilities:Clean and maintain guest rooms, including...

  • Customer Service Specialist

    1 week ago

    Princeton, New Jersey, United States MVP Corporate Full time

    About MVP Corporate We are a premier hospitality management company with a diverse portfolio of unique venues. Our establishments offer personalized experiences, featuring an exceptional selection of champagne, spirits, and beer, alongside captivating entertainment and unparalleled service. Customer Service Specialist We are seeking energetic and attentive...

  • Executive Director

    2 weeks ago

    Princeton, New Jersey, United States Wendy's Full time

    Leadership Opportunity at Wendy'sAt Wendy's, we value integrity, respect, and customer satisfaction. As an Executive Director, you will oversee all aspects of a Wendy's restaurant, ensuring a positive experience for every customer.Lead a team that prioritizes customer satisfaction.Train and guide Shift Managers and Crew Members for success.Drive store sales...