Reception Operations Manager

1 week ago

El Paso, Texas, United States Plazahotelelpaso Full time

Guest Services Supervisor

The Plaza Hotel Pioneer Park

Overview

Opportunity: Guest Services Supervisor

Oversee front desk activities in alignment with established standards for guest service, quality, and sustainability.

Potential Career Path

Assistant Front Office Manager, Front Office Manager, Assistant General Manager

Key Responsibilities

Conduct interviews, select, train, schedule, mentor, and support team members, ensuring adherence to brand or hotel standards and HHM core values.

Address guest complaints and concerns through thorough investigation and effective resolution strategies.

Monitor guest satisfaction metrics and strive to enhance departmental and overall guest contentment.

Engage in lobby ambassador initiatives and other guest interaction activities to foster relationships that encourage repeat visits.

Supervise front office functions in the absence of the Front Office Manager or Assistant General Manager.

Execute bookkeeping tasks such as account balancing and auditing.

Manage reservations and confirmations.

Promote Hersha Hospitality and brand-specific marketing initiatives.

Welcome guests upon arrival; register and assign them to their accommodations.

Provide welcome packages containing room keys, certificates, coupons, and refreshment center keys as applicable.

Calculate bills, process payments, handle cash transactions, and provide change to guests.

Finalize guest accounts at check-out; negotiate compromises in case of dissatisfaction, which may include authorizing revenue adjustments.

Develop specific, measurable, achievable, realistic, and timely action plans to address guest service shortcomings.

Ensure the hotel entrance, reception area, and other public spaces are maintained in terms of cleanliness and appearance.

Adhere to sustainability guidelines and practices related to HHM's EarthView program.

Practice safe work habits, utilize protective safety equipment, and comply with MSDS and OSHA standards.

Perform additional duties as assigned by management.

Position Requirements

Associates or Bachelor's degree preferred.

1 to 3 years of relevant experience.

Work Environment and Context

Work schedule may vary and could include shifts on holidays and weekends.

Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending, reaching, stooping, kneeling, or crouching.

Core Values

People Are Our Capability, Hearts That Serve Only Excellence, Stay Nimble - Own It

HHM is proud to be an equal opportunity employer. We do not discriminate based on race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status, or any other group protected by law.

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