Analysis Skills, Calculators, Catering Services, Copying Machines, Cost Reporting, Disciplinary Action, English Language, Forecasting, High School Diploma, Hospitality and Tourism, Maintain Compliance, Mathematics, Office Equipment, Office Management, Order Supplies, People Management, Photocopy, Quality Management, Regulatory Compliance, Safety Process, Staff Training
SUMMARY:
The Guest Services Manager performs the Managerial duties for the entire Guest Services department, including Bell Services Staff, Concierge, and Guest Service Agents.
ESSENTIAL DUTIES & RESPONSIBILITIES:
- Serve all hotel guests in providing them with the services of this department, manage and supervise the designated staff to provide those services.
- Provide excellent service to all guests, striving to exceed their expectations to ensure continuous quality improvement.
- Maintains knowledge of and exercises all aspects of valet parking, bell services and hotel operations including but not limited to groups resume, arrivals and departures, VIPs, catering functions etc.
- Maintains knowledge of surrounding area, especially tourist attractions, and area events.
- Develops staff through training and example.
- Ensures proper scheduling for areas of operation according to business for all shifts.
- Conducts daily pre-shift meetings and Monthly staff meetings.
- Monitors team members’ performance with guests (hospitality skills).
- Performs employee interviews for new hires.
- Maintains supervision of all areas of the hotel on busy days to ensure rooms and public areas meet hotel standards.
- Maintains and orders supplies, uniforms and equipment for the department.
- Has knowledge and control of daily labor and cost. Reports to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.
- Ensures compliance with brand standards, safety procedures, and hotel policies.
- Continuously seek opportunities to improve guest satisfaction and overall service quality.
SUPPORTIVE FUNCTIONS:
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by management based up on the particular requirements of the company.
- Perform other duties as assigned by the Front Office Manager.
- Complete daily checklists of duties, to assure that appropriate reports are filed, and use analysis and judgement skills when preparing room discrepancy report.
- Pre-Register all VIP’s and Hilton Honors Reservations so that the rooms may be inspected, and at the same time to ensure amenities are delivered to the correct rooms.
- Transmit daily HHonors and airline bonus mileage accounts.
- Prepare daily forecast of expected arrivals and departures using analysis and judgement skills
- Operation of office equipment such as facsimile and photocopier as needed
- Respond promptly to guest requests for a supervisor or manager.
SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY:
- Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information to resolve conflicts.
- Basic mathematical skills and considerable skill in the use and operation of a calculator to prepare moderately complex mathematical calculations without error.
- Ability to listen effectively and comprehend the English language to understand and obtain instructions and information.
- Ability to see and hear in order to observe and detect signs of emergency situations.
WORK EXPERIENCE & EDUCATION REQUIREMENTS:
- High school diploma or equivalent required. Some college preferred.
- One year combined Front Desk and Supervisory experience in hospitality or related industry preferred.
- Additional language ability preferred.
OTHER:
Assimilate into the Hilton Family Blue Energy culture through understanding, supporting and participating in all elements of Blue Energy. Demonstrate working knowledge of the service standards.
Regular attendance in conformance with the standards, which may be established by Hilton from time to time is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.
Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.
Grooming: All employees must maintain a neat, clean, and well-groomed appearance (specific standards available as per company’s handbook).