Guest Services Manager

2 weeks ago

Newport, Rhode Island, United States Hammetts Hotel Full time
POSITION OVERVIEW:

The Front Desk Supervisor plays a crucial role in managing the Front Desk and Night Audit operations with a focus on delivering exceptional service in a warm, friendly, and efficient manner. This position is essential in ensuring that guests receive high-quality service throughout their stay while optimizing room revenue and occupancy rates.

KEY RESPONSIBILITIES:
  • Engage with guests and team members in a welcoming and service-focused manner.
  • Adhere to attendance standards in line with Hammetts policies, adapting to the hotel’s operational needs.
  • Exhibit professionalism in personal appearance and grooming, including appropriate attire and nametag usage.
  • Comply with Hammetts standards and regulations to promote safe and effective hotel operations.
  • Provide attentive, friendly, and helpful service to all guests, management, and team members.
  • Coordinate the scheduling of guest service agents and night audit staff as necessary.
  • Assist the Assistant General Manager in staff training, development, and performance reviews to meet service quality benchmarks.
  • Oversee guest registration and check-out processes.
  • Encourage a motivated and productive work environment for all hotel staff.
  • Work towards achieving budgeted revenue and expense targets while maximizing profitability in the rooms division.
  • Support management in executing strategies to meet hotel occupancy and Average Daily Rate goals.
  • Analyze reports and communicate relevant information to team members and departments.
  • Maintain comprehensive knowledge of hotel facilities, amenities, local attractions, and transportation options.
  • Ensure proper procedures for hotel accounting, credit control, and financial transactions.
  • Uphold security protocols for cash handling and guest safety.
  • Possess thorough knowledge of emergency procedures.
  • Enhance guest satisfaction by reviewing service data and setting improvement goals with management.
  • Respond promptly to guest inquiries or complaints, ensuring follow-up for satisfaction.
  • Conduct training sessions on safety, security, departmental procedures, and service standards.
  • Fulfill Manager on Duty responsibilities as required.
  • Motivate, guide, and manage team members in accordance with Hammetts standards.
  • Foster team morale and ensure comprehensive training for all staff members.
  • Maximize room revenue and occupancy by daily reviewing status, analyzing variances, and monitoring credit reports.
  • Review time punches for Guest Service staff and submit them to accounting promptly.
  • Prepare staff schedules based on business forecasts, payroll budgets, and productivity needs.
  • Perform duties across Front Desk, Reservations, and Night Audit as necessary.
  • Collaborate with accounting on follow-up items, such as returned checks and credit card issues.
  • Ensure timely and professional handling of messages, packages, and mail.
  • Maintain effective communication with Housekeeping, Reservations, Sales, and Accounting departments.
  • Utilize communication devices efficiently and professionally among hotel staff.
  • Ensure a visible presence at the lobby and front desk.
  • Manage safety deposit box procedures in accordance with hotel standards.
  • Oversee sell-out opportunities, review arrival reports, and monitor room inventory.
  • Ensure accurate cash handling at the Front Desk.
  • Participate in mandatory safety and training meetings as required.
  • Perform additional duties as assigned.
QUALIFICATIONS:

Education & Experience:
  • High School diploma or equivalent; customer service experience preferred.
  • Previous supervisory experience in a hotel setting is advantageous.
  • Strong financial acumen and proficient computer skills are essential.
PHYSICAL REQUIREMENTS:
  • Ability to work long hours, including nights and weekends as needed.
  • Light physical work, occasionally lifting up to 50 pounds and frequently lifting up to 20 pounds.
  • Capability to stand for extended periods, potentially for entire shifts.
  • As Manager on Duty, ability to move swiftly between various departments.
ESSENTIAL SKILLS:
  • Clear and effective communication skills, both verbal and written.
  • Ability to perform well under pressure in high-stress situations.
  • Quick and accurate decision-making skills in evaluating options.
  • Proficient in problem-solving, including anticipating and addressing issues.
  • Strong listening skills to understand and clarify concerns from guests and team members.
  • Ability to assimilate complex information from various sources and adapt as needed.
  • Effective prioritization of departmental tasks to meet deadlines.
  • Competence in handling financial information and basic arithmetic.
  • Strong computer skills and financial knowledge are required.
  • Familiarity with computer systems, including Microsoft products and industry-related software.
DIRECT REPORTS:
  • Lead Front Desk Agent
  • Front Desk Agent
  • Night Audit

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