Guest Services Manager

3 weeks ago

Miami, Florida, United States SLS Full time

Job Title: Guest Services Manager

Job Summary

The Guest Services Manager is responsible for ensuring that the Front Office Department runs efficiently and effectively, providing exceptional service to internal and external guests. This role requires strong leadership and communication skills, as well as the ability to multitask and work in a fast-paced environment.

Key Responsibilities

  • Supervise Front Office team members to ensure prompt and complete resolution of guest calls and requests
  • Oversee the Front Office Department operation and ensure all telephone calls/inquiries are answered within three rings and using proper telephone etiquette
  • Ensure each employee is expected to carry out, within their capabilities, all reasonable requests by management
  • Track all guest issues from various sources and report results. Identify trends for resolution.
  • Address complaints; serve as Manager on Duty as needed
  • Ensure all guest requests/issues are logged
  • Track and maintain records of all guest issues and recovery from Tripadvisor/Guest Alerts/Glitch Log/Revinate/ ReviewPro in Nuvola.
  • Monitors and reviews guest comments via the Pulse Report to identify areas for improvement and shares with staff to assist in improving guest satisfaction, guest relations and guest loyalty scores and responds directly to guest as necessary
  • Ensure that all department equipment is in proper working condition and that department areas and storerooms are clean
  • Perform departmental administrative duties
  • Assist in recruitment, hiring, training, orientation of and communication to department personnel.
  • Schedule and supervise staff to ensure prompt, friendly, and attentive service
  • Ensure compliance of brand standards, operating procedures and policies
  • Facilitates the training and development of all employees to SLS standards
  • Any other reasonable duties as assigned by the supervisor or manager

Additional Responsibilities

  • Communicate effectively, both verbally and in writing, to provide clear direction to the venue teams.
  • Communicate with employees using a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information.
  • Remain calm and alert, especially during emergency situations and/or heavy restaurant activity, serving as a role model for team and other employees. Interact with other department personnel and venue staff as needed.
  • Make decisions and take actions based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations.

Requirements

  • Bachelor's Degree preferred. High School Diploma or equivalent required
  • Minimum two (2) years of management experience in a Front Office Leadership role, preferably in an upscale or lifestyle brand hotel
  • Proven team leader with a high level of energy and motivation with a proven track record of living the company's values
  • An intermediate to proficient understanding of Computer systems such as: Opera, GoConcierge, HotSOS, Microsoft Word, Excel & Outlook is preferred
  • Enter and locate work related information using computers and/or point of sale systems
  • Ability to spend extended lengths of time viewing a computer screen
  • Possess a gracious, friendly, and fun demeanor
  • Ability to multitask, work in a fast-paced environment and have a high level attention to detail
  • Maintain positive and productive working relationships with other employees and departments.
  • Ability to work independently and to partner with others to promote an environment of teamwork.
  • Must be able to stand or walk a minimum eight-hour shift.
  • Must be able observant and quick to respond to various situations while also multitasking and handling stressful situations.
  • Must be able to twist, tow (push or pull), reach, bend climb and carry objects as necessary.
  • Must have excellent communication skills and be able to read, write, speak and understand English.
  • Must be able to work inside and outside at all times of the year as needed, based upon business volumes.
  • Knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations.

Language

English

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