Guest Services Manager

Overview

ESSENTIAL DUTIES & RESPONSIBILITIES and related responsibilities for the role in valet parking, bell services and hotel operations are included below. The duties may reflect the cyclical nature of the hospitality industry, and employees may be required to work varying schedules to meet business needs of the hotel.

• 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.
• Maintain knowledge of and exercise all aspects of valet parking, bell services and hotel operations including but not limited to groups resume, arrivals and departures, VIPs, catering functions, etc.
• Maintain knowledge of surrounding area, especially tourist attractions, and area events.
• Develop staff through training and example.
• Ensure proper scheduling for areas of operation according to business for all shifts.
• Conduct daily pre-shift meetings and monthly staff meetings.
• Monitor team members’ performance with guests (hospitality skills).
• Review and follow up on security reports regarding valet parking incidents.
• Conduct periodic checks of garages and parking lots.
• Perform employee interviews for new hires.
• Maintain supervision of valet ramp and manage ramp on busy banquets events.
• Maintain and order supplies, uniforms and equipment for the department.
• Organize VIP parking for special events, catering functions and high-profile vehicles.
• Have knowledge and control of daily labor and costs 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.

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 upon the particular requirements of the company.

• Perform other duties as assigned by the Director of Front Office.
• 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 VIPs 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.

• 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.

• 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.