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Guest Services Manager

2 months ago

Marietta, Georgia, United States Hyatt Regency Atlanta Northwest Full time

The role of the Guest Services Manager is to oversee the front office operations of the hotel and address issues that arise from guest feedback, booking processes, and unique requests by executing the following responsibilities personally or through team members.

SUPERVISORY RESPONSIBILITIES

Directly or indirectly manages team members and/or supervisors. Executes supervisory duties in alignment with the organization's policies, procedures, and relevant regulations. Responsibilities encompass but are not limited to: recruiting, onboarding, and mentoring staff; planning, delegating, and guiding tasks; evaluating performance; recognizing and addressing staff achievements and challenges; resolving complaints and issues.

  • Ensures that every guest receives exceptional service by fostering a welcoming atmosphere, which includes greeting and acknowledging each guest, upholding high standards, possessing thorough product knowledge, and all other facets of guest service.
  • Empowered to ensure complete guest satisfaction, exhibit hospitality and professionalism to our guests consistently, take pride in representing Hyatt Regency Atlanta Northwest with our guests, and ensure that all guest interactions are conducted in a lawful and ethical manner.
  • Understands and implements all property safety and security protocols to maintain a secure environment for both staff and guests at all times. In case of an incident or emergency, seeks medical assistance if required and informs the General Manager or Human Resources immediately.
  • Fosters a positive working relationship with all associates to promote a collaborative work environment.
ESSENTIAL JOB FUNCTIONS
  • Supervise the Front Desk, Bell Stand, Valet, Drivers, PBX Operators, and Night Audit to ensure guests receive exceptional service across all hotel areas.
  • Communicate effectively in English to interact with guests and staff, and manage administrative tasks.
  • Handle multiple tasks often in high-pressure situations.
  • Collaborate with team members to deliver outstanding service to guests.
  • Interpret and make decisions based on various reports, financial documents, and other internal and external communications.
  • Possess a strong understanding of hotel operations and front office management, along with a solid grasp of the hospitality sector.
  • Exhibit confidence in negotiations and effectively resolve guest concerns.
  • Provide guidance and feedback to team members as necessary.
  • Articulate and convey ideas clearly, both verbally and in writing, to ensure effective communication.
  • Organize personal and team tasks while paying attention to detail.
  • Make informed decisions regarding various aspects of the role and the property, effectively addressing guest and operational challenges.
OTHER DUTIES AND RESPONSIBILITIES
  • Adhere to Company Standards of Service as outlined for Hyatt Regency Atlanta Northwest.
  • Project a positive image of Hyatt Regency Atlanta Northwest to the public consistently.
  • Execute all duties and responsibilities promptly and efficiently in accordance with established company policies and procedures to achieve the overall objectives of this position.
  • Treat guests, vendors, customers, and colleagues with professionalism and respect at all times.
  • Complete departmental, Hyatt Regency Atlanta Northwest, and brand standards training as assigned.
  • Maintain a clean and professional appearance at all times.
  • Must be available to work flexible hours, including evenings, weekends, and holidays.
  • Nothing in this job description limits management's right to assign or reassign duties, work hours, and/or responsibilities for this position at any time.
QUALIFICATIONS
  • Education Preferred - High School diploma or equivalent.
  • Experience Preferred - 2-3 years of experience in the hotel industry. (Opera Experience Required)
WHY JOIN HYATT REGENCY ATLANTA NORTHWEST?
  • Comprehensive healthcare plan including dental, vision, and prescription coverage (FT).
  • Work-life balance culture - flexible scheduling and paid time off (FT).
  • Employer 401(K) Match Savings Plan, Flexible Spending Accounts, and retirement services (FT).
  • Annual Management Development Program.
  • Vacation time for community service.
  • Employee incentives such as discounts at Hyatt properties.
  • Cash bonuses and incentives.
Hyatt Regency Atlanta Northwest is an Equal Employment Opportunity and E-Verify Employer. All applicants are subject to background and substance abuse screening prior to any offer of employment.