This position is focused on providing guest services management and supporting the hotel in all aspects, while maintaining 100% guest satisfaction. Working closely with the General Manager and other managers as a hands-on employee you will be responsible for the overall service delivery from the front of the house including front desk staff and bell staff. To ensure standards are being met and that revenues are maximized through effective revenue management and rate controls.

Key Accountabilities/Responsibilities:

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  Ensure that the budgeted profit of the department is maintained, financial results are properly analyzed, and appropriate action is taken in areas of poor performance.
• Ensure that cashing-up procedures are strictly adhered to.
• Ensure that VIP''s are quickly identified and that all staff knows their presence.
• Maintain a daily report of events and complaints; also noting what action was taken
• Participates in the development of business strategies which are aligned with the overall objectives of the hotel
• Develops and implements business strategies for department
• Monitors status regularly and adjusts strategies as appropriate
• Daily service and customer contact aspects of the hotel
• Assesses needs and produces action plans and task lists for subordinates
• Monitors and proactively responds to the local marketplace
• Keeps current with local competition and seeks opportunities to upsell where possible
• Takes appropriate action to maintain the competitive status and profitability of the operation
• Develops and implements strategies and practices which support employee engagement
• Provides employees with the orientation and training needed to understand expectations and perform job responsibilities
• Communicates performance expectations and provides employees with on-going feedback
• Provides employees with coaching and counseling as needed to achieve performance objectives and reach their fullest potential
• Responsible for providing survey responses
• Responsible for A/R
• Daily Bar Rate management
• Stays current with ratings and offers with programs such as Expedia
• Revenue Management
• Completes room checks to ensure standards are being met
• As a working Manager, is able to work all positions in Guest Services
• Responsible for lost and found of property

Qualifications:

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  Previous Front Office/ Guest Services Management experience essential, preferably in a hotel environment
• Preference will be given to those that have previously been involved in a hotel opening or major renovation
• Previous experience with Innfinity PMS system ideal but not essential.

• Excellent computer skills, including Word and Excel in a Microsoft Windows environment
• Effective oral and written communication skills.
• Detail oriented
• Customer Service Oriented
• Experience in administration
• Excellent interpersonal skills

• Excellent attention to detail
• Excellent organizational skills and ability
• Skills in database management and record keeping
• Able to exhibit a high level of confidentiality
• Must be able to identify and resolve problems in a timely manner
• Ability to gather and analyze information

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