Guest Services Manager

Guest Services Manager

Requirements

No requirements provided.

Responsibilities

• Coordinates the exceptionally professional and seamless welcome, registration, luggage handling, and escort to room for guests
• Coordinates pre-blocking of rooms for guests arriving with special requests
• Manages the hotel’s “Ready Room” program to ensure either the immediate availability or rapid provision of clean and ready rooms for arriving guests
• Manages the pre-registration, remote arrival and rooming of all group guests
• Coordinates the assembly of package collaterals and ticket media for package guests
• Oversees pre-registration, amenities delivery, and airport pick-up and transfer to hotel for VIP guests
• Ensures communication of VIP arrival to Manager on Duty who welcomes VIP’s and provides escort to room
• Responsible for maximizing hotel occupancy from walk-in guests in accordance with hotel yield management policies
• Responsible for the resolution of room status discrepancies with the housekeeping department
• Ensures the prompt satisfaction of guest requests and the exceptionally professional and courteous resolution of guest complaints
• Monitors hotel credit limit reports, taking action on any accounts which require immediate settlement
• Monitors the daily pace of guest arrivals and departures
• Checks the status of all Out-of-Order rooms on a daily basis
• Ensures adherence to department and Loews Hotels guidelines, policies, and procedures
• Ensures full compliance by department with hotel security procedures
• Act as a liaison between group contacts and Conference Management department to provide group transportation arrangements
• Participates in pre-convention meetings
• Assists with preparation of annual department budget
• Manages department costs and updates budget if operational forecasts change significantly
• Evaluates changes in guest needs, the hotel’s guest mix, and industry and competitive trends to recommend appropriate product/service and operational changes to be made to ensure guest and employee satisfaction, and to maintain market dominance and exceptional financial returns
• Interviews, hires, and provides training for Guest Services personnel
• Coordinates the distribution of hotel information to Guest Services employees and the maintenance of all Guest Services logs
• Evaluate individual employee training needs and requirements for advancement
• Prepares weekly schedules
• Conducts daily department pre-shift meetings and monthly department meetings
• Responsible for the accurate recording and submittal of payroll information
• Prepares reports as required – example: monthly rebate analyses, etc.
• Other duties as assigned

Preferred Qualifications

No preferred qualifications provided.