Guest Services Manager

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Job description

Q Center is looking for a Guest Services Manager to join our team!

Job Summary

The Guest Services Manager is responsible for ensuring the operation of the Guest Services, Business Center, Call Center and Transportation divisions in an attentive, friendly, efficient and courteous manner. This position is responsible for providing excellent guest service, guidance and leadership to ensure consistent guest satisfaction and quality service.

Education & Experience:

• A 4-year college degree; or a 2-year college degree and at least 2 years of progressive experience; or two to three years of progressive experience in a hotel or related field required.
• Minimum of 2 years supervisory experience required.
• Proficient in Windows and company approved spreadsheets and word processing.
• Knowledge of Opera and Passkey preferred.

Fundamental Requirements:

• Employees must, at all times, be attentive, friendly, helpful, and courteous to all guests and fellow employees.
• Respond to any and all guest requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner; follow up to ensure guest satisfaction.
• Motivate, coach and counsel all Guest Services personnel according to Q Center Policy.
• Keep immediate supervisor fully informed of all problems or matters requiring his/her attention.
• Ensure training of all employees on Standard Operating Procedures, technical tasks and Risk Management is achieved.
• Assist in conducting employee performance reviews in accordance with Q Center standards.
• Interview candidates for open guest services positions and follow standards for hiring approvals.
• Be involved in and/or conduct departmental training, developing employee morale and skills.
• Review Guest Services staff's worked hours for budget comparison.
• Develop labor schedules to align with operation needs ensuring guest and client satisfaction; make changes for-the-week, in-the-week as business changes occur and effectively communicate changes timely and appropriately.
• Ensure that no-show revenue is maximized through consistent and accurate billing.
• Maintain Q Center Standard Operating Procedures regarding Purchase Orders in Birchstreet, vouchering of invoices and updating PO tracker in a timely manner.
• Ensure preparation of required reports, including (but not limited to), Wage Progress, payroll, revenue, employee schedules and quarterly action plans; assist in maintaining an organized and comprehensive filing system with documentation of purchases, invoices, schedules, forecasts, reports and tracking logs; prepare and submit required reports in a timely manner.
• Achieve and maintain budgeted/forecasted supply and labor costs.
• Oversee the front desk personnel to ensure optimal guest experience and smooth front desk operation.
• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
• Work closely with Accounting on follow-up items, i.e., rejected credit cards, employee discrepancies, etc.
• Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
• Monitor proper operation of the P.B.X. (call center) console and ensure that employees maintain Q Center Standard Operating Procedures in its use.
• Ensure staff greet and welcome all guests approaching the Front Desk in accordance with Q Center Standard Operating Procedures.
• Assist in preparation of expense reporting and occupancy forecasting.
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Maintain radio contact with the Department staff and other Departments throughout shift, responding to all inquiries in a timely manner using proper etiquette; must maintain constant communication with Housekeeping, Reservations and the Accounts Receivable Manager.
• Ensure implementation and compliance of all Q Center Policy and Procedures.
• Ensure correct and accurate cash handling at the Front Desk.
• Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests and other employees.
• Maintain and monitor "Lost and Found" procedures and policies according to Q Center standards.
• Maintain key control system.
• Assist with organizing and conducting department meetings on a monthly basis.
• Focus the Guest Services Department on their role in contributing to the Guest Service and audit scores.
• Monitor all V.I.P.'s, special guests and requests.
• Maintain required front office and stationary supplies.
• Review daily Front Office work and activity reports generated by Night Audit.
• Review Front Office log book and Guest Request log on a daily basis.
• Conduct meetings according to Q Center standards as required by management.
• Ensure overall guest satisfaction and safety is achieved.