guest service manager

LBA Hospitality

<div>Description:

Oversees all guest services associates and ensures guests&rsquo; needs are met in a timely and friendly manner. Ensures all guest services associates are adhering to brand policies and procedures. Assists with guest issues if they cannot be immediately resolved by a guest services associate.
Oversees lobby operations and hotel amenities, such as concierge or valet services and pool or spa operations.
Works with General Manager to ensure scheduling and inventories are within anticipated budget
Success is determined through high quality scores related to guest satisfaction with front desk services, assistance, and amenities.
PREREQUISITES
The Company associates have access to guestrooms and property, character traits of honesty and trustworthiness are essential to this position. Therefore, associates must pass the appropriate security clearance, per company policy.<ul><li>
One year experience supervising (at least) three associates.</li><li>
Two years&rsquo; experience in service industry.</li></ul>
SUMMARY OF ESSENTIAL JOB FUNCTIONS<ul><li>
Must be able to perform major life activities: Standing, lifting, bending, learning, reading, concentrating, thinking, and communicating.</li><li>
Must be able to push or pull 60 pounds unassisted and lift and/or carry 30 pounds unassisted.</li><li>
Must be able to stand for eight hours, bend, stretch, reach.</li><li>
Must be able to see and hear</li><li>
Must be able to communicate with other associates and/or guests.</li></ul>
Requirements:

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES
Knowledge:<ul><li>
Area shopping, dining, entertainment and travel directions to assist guest inquiries.</li><li>
Daily hotel operations check daily events, bulletin boards and are up to date on changes, new procedures and events.</li><li>
Entire property, staff, services, hours of operation, type of rooms, locations, rates, discounts</li></ul>
Skills:<ul><li>
Train and develop associates through meetings, logs, etc.</li><li>
Monitor and document associates for both positive and negative feedback.</li><li>
Computer literate to thoroughly operate property management system.</li><li>
Maintain organization of supplies and order as necessary.</li><li>
Supervisory skills: interview, hire, train, appraise, document, motivate.</li></ul>
Abilities:<ul><li>
Multi task, remain associate and guest service centric.</li><li>
Effectively communicate with guests, department heads, associates and home office support staff.</li><li>
Solve guest issues with professionalism maintain hospitable attitude.</li><li>
Market and promote to increase exposure and sales.</li><li>
Stay organized and proactively organize in a fast paced environment</li></ul>
SPECIFIC RESPONSIBILITIES<ul><li>
Maintain a professional cohesive team by: hiring, training, coaching, counseling and developing the most qualified individuals.</li><li>
Analyzes guest feedback and formulates strategies to continuously improve overall rating.</li><li>
Promote positive morale and friendly attitudes.</li><li>
Complete administrative duties in a timely manner: schedules, payroll, inventories, orders, production controls, etc.</li><li>
Work within budgeted guidelines for maximum revenues and within labor models.</li><li>
Maintain safety and security practices, have thorough knowledge of emergency procedures.</li><li>
Ensure guests are provided with the highest quality product and service.</li><li>
Must be thoroughly familiar with the Associate Handbook, implement all the rules, policies and procedures established by the company; including, but not limited to, those contained in the Associate Handbook.</li><li>
Maintain certification from a brand approved responsible vendor training program.</li><li>
Utilize Service Recovery Log and other necessary communication logs from shift to shift. Respond to guest comments and issues in a timely manner.</li><li>
Other duties as assigned, and as staffing needs arise throughout the hotel.</li></ul>
WORKING CONDITIONS/SPECIAL REQUIREMENTS<ul><li>
This position requires a physical presence at the hotel and is not conducive of telecommuting or remote work.</li><li>
Standing, walking for long periods of time while maintaining a friendly professional image.
</li><li>May be required to work any day/shift, including nights and weekends.</li><li>
Periodic overnight travel required may be required.</li></ul>
POSITIONS FOR POSSIBLE ADVANCEMENT<ul><li>
Assistant General Manager</li><li>
General Manager</li></ul>
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time as needed.</div>

Guest Service Manager

Renaissance Chicago

<div>What we offer:<ul><li>
Health, Dental, Vision and other benefits available after 60 days</li><li>
DailyPay</li><li>
401k</li><li>
Paid Training</li><li>
Paid PTO</li><li>
Referral program</li><li>
Discounts at all Kinseth Hotel Corporation hotels and restaurants</li></ul> 
SUMMARY
Coordinates front desk activities of hotel and ensures complete satisfaction of all guests, resolves problems arising from guests' complaints, reservation and room assignment activities, and unusual requests and inquiries by performing the following duties personally or through subordinate employees. 
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.<ul><li>
Hires, trains, schedules, assigns duties and shifts to workers and observes performances to ensure adherence to KHC policies and established KHC &amp; franchise operating procedures for all hotels.</li><li>
Communicates and cooperates with other department heads to ensure coordination of activities, resolution of guest complaints and improve hotel customer satisfaction.</li><li>
Answers inquiries pertaining to property policies, services, guest complaints, compliments and concerns.</li><li>
Develops and maintains guest information files regarding the property, community and surrounding attractions.</li><li>
Manages the reservation system including inventory, rates, data base, system security, reservations, advance payments, group reservations, VIP special services, pre-blocking rooms, close out dates, communication of fill dates and system backup.</li><li>
Knows, adheres to and trains staff on cash and credit card handling procedures. Files and posts all changes to the guest ledger and city ledger account.</li><li>
Sends out letters of confirmation or returns checks when registration cannot be accepted.</li><li>
Greets all guests in a warm, friendly, helpful manner, registers and assigns rooms to guests and ensures proper methods of payment and application of credit policies.</li><li>
Ensures guest safety by following and enforcing established emergency and security procedures, maintaining key security and guest privacy.</li><li>
Patrols public rooms, investigates disturbances, and resolves conflicts.</li><li>
Monitors night audit for accuracy, folios, makes assessments on open balances without approved credit and takes appropriate action. Plans and forecasts weekly room sales and prepares month end reports on city ledger and guest trays.</li><li>
Required to monitor and maintain front desk coverage at 100% and cover shifts if needed, including audit.</li><li>
Train, oversee, and cover Van Driver and Housemen positions when necessary</li></ul> 
KHC POLICIES: Responsible for following all KHC policies and procedures as set forth in the KHC handbook KHC Front Desk Procedures Manual, and property specific guidelines/standards. These policies include dress code, safety and performance standards. Employees must also maintain a professional image and report to work as scheduled. 
SUPERVISORY RESPONSIBILITIES: Directly supervises 1-15 employees in the Front Desk. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; monitoring work performance; rewarding and disciplining employees; addressing complaints and resolving problems. 
PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. All employees must follow proper safety precautions at all times to avoid injuries.
While performing the duties of this job, the employee is regularly required to stand; use hands to handle, grasp or type; and talk or hear. The employee frequently is required to walk and reach with hands and arms. The employee is occasionally required to sit; climb or balance; stoop, kneel, crouch, bend or twist; smell; and to push, pull or lift over 10 pounds. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus. 

 
Brand: Renaissance Chicago
 
Address: 1400 Milwaukee Avenue Glenview, IL - 60025
 
Property Description: 326 Renaissance Chicago
 
Property Number: 326</div>

Hotel Guest Service Manager

Travel + Leisure Co.

<div>We Put the World on Vacation
Travel + Leisure Co. is the world&rsquo;s leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands. Our dedicated associates help the company achieve its mission to put the world on vacation. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.
How You&rsquo;ll Shine: 
The Guest Services Manager will be responsible for all aspects of the Guest Services department using strong customer relations and leadership capabilities to make quick decisions and problem solve to achieve the highest quality guest experience while ensuring compliance with quality and financial standards. This role will foster and maintain positive relations with owners, guests, HOA and all operational departments. The Guest Services Manager will provide superior guest service, assistance, and resolution via written, phone and direct face-to-face communication in response to guest related situations. This role evaluates guest and associate survey data and develops processes to increase guest experience and associate satisfaction. This role will hire, train, motivate, recognize, coach and develop guest service associates through implementation of incentives and training plans. 
 
The Guest Service Manager will maintain strict room inventory to achieve highest possible room occupancy percentage. This role will manage guest accounts to ensure correct rates are being applied, appropriate rate authorization is obtained where necessary, and a method of payment is being received. This role will review incoming groups to ensure all blocking needs and front office requirements are met and relay information to appropriate staff. This role will own and manage the Internal Audit process and ensure departmental compliance with Quality Assurance, Loss Prevention and safety standards procedures. The Guest Services Manager will manage and support all financial aspects of the department including preparing the annual department budget by identifying areas of cost reductions, operational improvements, explanation of variances and analysis of expense data. This role maintains cost control and appearance of retail inventory. 
 
What You&rsquo;ll Bring:<ul>
<li>
Understanding of resort financials.</li>
<li>
Strong leadership skills (ability to effectively coach, mentor, and train staff).</li>
<li>
Excellent communication skills.</li>
<li>
Proficiency in Microsoft Excel, Word, Outlook.</li>
<li>
2 to 3 years of management experience at a hotel/resort.</li>
<li>
3 to 5 years hospitality customer service experience.</li>
</ul>
How You'll Be Rewarded:
We offer a diverse range of comprehensive health and welfare benefits to associates who work 30 or more hours per week to meet your needs and support you throughout your career with us. Travel + Leisure Co. benefits include: Note: Temporary and/or seasonal associates are ineligible for Paid Time Off.<ul><li>Medical</li></ul><ul><li>Dental</li></ul><ul><li>Vision</li></ul><ul><li>Flexible spending accounts</li></ul><ul><li>Life and accident coverage</li></ul><ul><li>Disability</li></ul><ul><li>Depending on position, paid time off, parental leave and holidays (speak to your recruiter for additional information)</li></ul><ul><li>Wish day paid time to volunteer at an approved organization of your choice</li></ul><ul><li>401k with employer match (subject to eligibility requirements, including tenure - speak to your recruiter for additional information)</li></ul><ul><li>Legal and identity theft plan</li></ul><ul><li>Voluntary income protection benefits</li></ul><ul><li>Wellness program (subject to provider availability)</li></ul><ul><li>Employee Assistance Program</li></ul>
Compensation
Generally starting at $72,000 - $79,000 per year. The actual salary of the candidate(s) selected for this role will be set based on a variety of factors, including but not limited to experience, education, skills, training, and work location.
Where Memories Start with You
Hospitality is at the heart of all we do at Travel + Leisure Co. Here, you&rsquo;ll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We're always looking ahead to what&rsquo;s next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career where memories start with you.
We are an equal opportunity employer, and all applications will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to MyCareer@travelandleisure.com, including the title and location of the position for which you are applying.</div>

Guest Service Manager - WorldMark Angels Camp Resort

Minor Hotels

<div>
 
 Founded in 1933 in Portugal, Tivoli Hotels &amp; Resorts has built and maintained a distinct charismatic character and elegant personality in all its properties. From cosmopolitan hideaways to seaside paradises and a growing global portfolio, Tivoli curates exceptional services and experiences for its cherished guests.
 
 
 
 
 
 
 Job Description
 
 
 
 
 In this role you are a key ambassador for the hotel and the brand, and will work with your team to create one of the most powerful first impressions for our guests. You will need a friendly outgoing personality, and will be an information provider, diplomat, salesperson and hotel representative, all of which needs to be carried out with the utmost politeness, efficiency, and friendliness. You must remain up-to-date with current knowledge about all the hotel products, services and facilities including; room types and rates, food and beverage outlets and promotions, spa and health club offerings. You will ensure that you and the team are fully compliant with all brand standards and Front Office Standard Operating Procedures. You will ensure that all guests are enjoying a positive and memorable experience.
 
 
 
 
 
 
 Qualifications
 
 
 
 
 &bull; College diploma in hotel management or related field.
 
 
 &bull; Previous experience as an Guest Service Centre Supervisor in Front Office.
 
 
 &bull; Excellent oral communication skills.
 
 
 &bull; Experience with Front Office systems.
 
 
 &bull; Fluent in English, both written and spoken.
 
 
 
</div>

Guest Service Centre Manager

Hilton

<div>Guest Relations Manager
A Guest Relations Manager manages the needs of VIP and long-stay Guests and informs other Team Members of VIP/long-stay Guest needs in order to ensure an exceptional Guest experience. 
 
What will I be doing? 
As Guest Relations Manager, you will manage the needs of VIP Guests and inform other Team Members of VIP needs in order to ensure an exceptional Guest experience. A Guest Relations Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:
<ul><li>Meet, greet and direct Guests who enter the lobby area</li>
<li>Serve as the main point of contact for VIP Guests and ensure hotel departments are fully briefed on their requirements</li>
<li>Seek verbal feedback from customers on a regular basis and respond to all Guest queries in a timely and efficient manner</li>
<li>Serve as a point of contact for long-stay Guests of 14 days or longer ensuring they feel comfortable and can ask advice or information from Guest Relations</li>
<li>Manage, record and resolve promptly Guest or customer complaints</li>
<li>Ensure a very high level of customer service is constantly maintained for Reception, Lobby area and Executive Lounge</li>
<li>Demonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriate</li>
<li>Show creativity with ideas regarding lobby/reception decoration at suitable seasonal time periods in order to enhance the overall image and warmth of this area for the Guest</li>
<li>Communicate with the Executive Lounge Manager and track and reward regular Guests for their loyalty and creativity; choose rewards that meet Guest preferences while remaining within the allocated budget</li>
<li>Maintain good communication and work relationships in all hotel areas</li>
<li>Maintain staffing levels to meet business demands</li>
<li>Attend all Reception meetings and Executive Lounge Meetings</li>
<li>Comply with hotel security, fire regulations and all health and safety legislation</li>
<li>Act in accordance with policies and procedures when working with front of house equipment and property management systems</li>
<li>Assist with other departments, as necessary</li>
</ul>What are we looking for? 
Guest Relations Managers serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:<ul>
<li>Previous managerial experience in a customer service function</li>
<li>An ability to listen and respond to demanding Guest needs</li>
<li>Excellent leadership, interpersonal and communication skills</li>
<li>Accountable and resilient</li>
<li>Commitment to delivering a high level of customer service</li>
<li>Ability to work under pressure</li>
<li>Flexibility to respond to a variety of different work situations</li></ul>
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:<ul>
<li>Previous experience in a customer service function or a similar role</li>
<li>A passion for delivering an exceptional level of Guest service</li>
<li>High level of IT proficiency</li></ul> 

What will it be like to work for Hilton? 
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision &ldquo;to fill the earth with the light and warmth of hospitality&rdquo; unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!</div>

Guest Relations Manager

HHM Hotels

<div><div>Opportunity: Concierge

Assist guests with special services, in both an anticipatory manner and upon guest request; coordinate and communicate hotel services and amenities.

Your Growth Path

Front Desk Supervisor &ndash; Guest Service Manager &ndash; Assistant General Manager

Your Focus
<ul>
<li>Warmly greet and acknowledge guests, proactively offering assistance.</li>
<li>Provide information about local attractions and events.</li>
<li>Make travel arrangements.</li>
<li>Make dining and other reservations, and obtain tickets for events.</li>
<li>Receive, store, or deliver luggage or mail.</li>
<li>Pick up and deliver items or run errands.</li>
<li>Carry out unusual requests, such as searching for hard-to-find items or services.</li>
<li>Work as a Guest Service Agent in the event of staffing shortages or during peak check in/out periods.</li>
<li>Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.</li>
<li>Practice safe work habits and wear protective safety equipment.</li>
<li>Ensure overall guest satisfaction.</li>
<li>Perform other duties as requested by management.</li>
</ul>
Your Background and Skills
<ul>
<li>High School diploma or equivalent.</li>
<li>Previous customer service experience required or equivalent training.</li>
<li>Knowledge of the local community, attractions and events.</li>
</ul>
Work Environment and Context
<ul>
<li>Work schedule varies and may include working on holidays, weekends and alternate shifts.</li>
<li>Requires standing and/or sitting for extended periods, walking, lifting up to 15 pounds.</li>
</ul>
What We Believe

People Are Our Capability &ndash; Hearts That Serve &ndash; Only Excellence &ndash; Stay Nimble - Own It
</div>
Managed by HHM Hotels</div>

Concierge

Embassy Suites by Hilton Akron Canton Airport

<div>
 
 Join Our Team, Embassy Suites Akron Canton Airport!
 
 
 
 
 
 The Embassy Suites Akron Canton Airport seeks a top-performing Hotel Front Office Manager, Hotel Front Desk Manager, or Hotel Guest Services Manager.
 
 
 
 
 
 
 About Us:
 
 
 
 Join Our Award-Winning Team at Embassy Suites Akron Canton Airport!
 
 
 
 
 
 Located just off I-77 in North Canton, and only two miles from Akron-Canton Airport, our hotel is a market leader with a reputation for excellence. We're proud to be an award-winning, full-service Hilton property with accolades from Hilton, TripAdvisor, and even recognition as Hotel of the Year. With popular destinations like Belden Village Mall and the Pro Football Hall of Fame just a few miles away, our location offers both convenience and opportunity. We're looking for passionate individuals to join our great team, where unlimited growth potential awaits.
 
 
 
 
 Embassy Suites Akron Canton Airport is seeking a dedicated and experienced Hotel Front Office Manager, Front Desk Manager, or Guest Service Manager to join our team. As the Hotel Front Office Manager, Hotel Front Desk Manager, or Hotel Guest Services Manager, you will oversee all front office operations and customer service, ensuring a seamless experience for guests from the moment they arrive until their departure. As the first point of contact for visitors, the Hotel Front Desk Manager, Front Office Manager, or Guest Service Manager will embody the spirit of hospitality and create a welcoming environment, providing excellent customer service that exceeds our guests' expectations. The Hotel Front Office Manager, Hotel Front Desk Manager, or Hotel Guest Service Manager will lead and guide a diverse team of front desk agents, front office agents, or guest service agents, fostering a culture of teamwork, accountability, and professionalism. The Hotel Front Desk Manager, Hotel Front Office Manager, or Hotel Guest Service Manager will manage reservations, handle guest inquiries and complaints, and coordinate with other departments to ensure smooth operations. This role also includes developing and implementing operational strategies that enhance guest satisfaction and optimize front-office efficiency. If you thrive in a fast-paced environment and possess a passion for hospitality or customer service, we encourage you to apply and become a vital part of our mission to deliver exceptional guest experiences.
 
 
 
 
 
 What&rsquo;s In It for You?
 
 
 
 Comprehensive Benefits: Medical, Dental, Vision
 
 BENEFITS BEGIN DAY ONE
 
 !
 
 
 Financial Perks: 401(k) with Company Match, Same Day Pay, and Flexible Spending Accounts
 
 
 Time Off: Vacation, Personal Days, and Holiday Pay
 
 
 Exclusive Discounts: Hotel, Food, and Beverage Savings for Personal Travel
 
 
 Professional Growth: Online Training Courses
 
 
 Additional Support: Employee Assistance Program, Jury Duty Leave, Bereavement Leave, and More
 
 
 
 
 
 Key Responsibilities for the Hotel Front Office Manager, Hotel Front Desk Manager, or Hotel Guest Service Manager include:
 
 
 <ul>
 <li>
 Maintains day-to-day operations of the Front Desk.
 </li>
 <li>
 Establishes and maintains appropriate service standards for all Front Office areas.
 </li>
 <li>
 Maintains proper cash handling procedures and appropriate over and short documentation.
 </li>
 <li>
 Adheres to all hotel policies about hiring, disciplinary actions, and required training documentation.
 </li>
 <li>
 Working Front Office Manager covering all short-staffed shifts, including audits.
 </li>
 <li>
 What We Are Looking For in a Hotel Front Office, Hotel Front Desk, or Hotel Guest Service Manager:
 </li>
 <li>
 Strong interpersonal skills and possession of a full understanding of professional business ethics and customer service excellence.
 </li>
 <li>
 Excellent oral and written communication skills.
 </li>
 <li>
 Excellent organization skills, manages time well, correctly prioritizes, and is flexible.
 </li>
 </ul>
 
 
 Why Commonwealth Hotels?
 
 
 
 Founded in 1986, Commonwealth Hotels is a leading hospitality management company known for our exceptional guest and associate satisfaction, market premiums, and superior ROI. We believe in fostering a world-class culture where great people deliver extraordinary results.
 
 
 
 
 
 
 Explore Our Hotel:
 
 
 
 https://www.hilton.com/en/locations/usa/ohio/akron/embassy-suites/
 
 
 
 
 
 At Commonwealth Hotels, we value diversity and are proud to be an Equal Opportunity Employer. Employment decisions are based on qualifications, merit, and business needs.
 
 
 
 
 
 Join us in shaping the future of hospitality in Akron, Canton, Ohio
 
 
 Apply today!
 
</div>

Front Office Manager

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