Position Description
Under the direction of the General Manager, the Guest Services Manager is responsible for the execution of all operations in the Front Office department in accordance with hotel, Hilton Garden Inn, and Hilton Brand Standards. The Guest Services Manager will lead and contribute to the hotel's continuing effort to deliver outstanding guest service and represents the hotel when on duty, ensuring all policies and procures of the hotel are followed. The Front Office Manager will contribute to a positive, enthusiastic and inclusive environment.
Major Responsibilities
· Report directly and work closely with the General Manager
· Provide leadership and effectively manage the Front Desk to ensure maximum guest satisfaction and efficiency and meet and exceed brand standards
· Hire, train and take disciplinary actions if needed for all Guest Service Agents, Night Auditors, and Guest Services Supervisors, with the approval of the GM
· Have outstanding knowledge and ability to perform all duties of the Front Desk Team including Guest Service Agent, Guest Services Supervisor and Night Auditor, while performing the duties when required
· Ensure that the Front Desk Team delivers optimal levels of productivity in the daily activities and shift checklists are completed daily
· Ensure knowledge of all Front Desk systems (PEP management system, Ambiance key server, Kipsu messaging, Converge payments, third party booking platforms, etc.)
· Ensure open and effective communication between Front Desk team and all other departments with proper follow up pertaining to guest situations and ensuring guest satisfaction, including welcome call or Kipsu message after check in and asking for feedback at check out
· Demonstrate commitment to the Front Desk as well as anticipating guest needs
· Supervise day-to-day activities and keeping the GM aware of and incidents and/or situations
· Cultivate a cordial and positive work environment and team spirit
· Promote teamwork and quality service through daily communication and coordination with team members and Department Heads
· Maintain and grow Stay Experience Scores, obtain outstanding Quality Assurance Inspections, and standards up to an excellent service
· Monitor and respond to Stay Experience and third-party surveys and feedback
· Support the NOR1 and other upgrade programs and apply any pending room or request upgrades whenever available
· Complete weekly cut-off balances
· Complete Converge charges and refunds
· Send AR invoices, follow up as required
· Smart scheduling and payroll based on occupancy and budget, presenting the proposed schedules to the GM for approval prior to posting
· Supervise the ordering and maintenance of stock for Suite Shop and CRM, and supervising monthly inventory submissions
· Monitor and maintain proper Front Desk and Administrative Office operational supplies
· Maintain relationships with all suppliers, and consistently comparing prices to ensure the best price and value is always attained; place orders and make sure all equipment is in good order
· Attend monthly Front Office Webinars for the Front Desk and any other webinars that pertain to the job function
· Ensure thorough knowledge of all internal and Hilton Garden Inn and Hilton programs and promotions, Hilton Honors, PEP updates, selling strategies and special rates and that they are communicated to the Front Desk team
· Attend daily/monthly/quarterly meetings due to necessity
· MOD weekdays and weekends as scheduled
· Act and communicate with professionalism while dealing with guests and coworkers
· All other duties as assigned by the GM
Interdepartmental Support
· Work closely with the Sales Department from a Front Office perspective with regard to rate loading, arrival review, VIP requests etc. Ensure that the Front Desk is equipped with the knowledge required, executes and delivers the information required by the Sales Department on a daily and weekly basis
· Create room blocks for Groups in R&I (if required) and in PEP, ensuring the information is updated and communicated to the team via Group Information Sheets in the Group Binder for Front Desk. Ensure these are closed with no outstanding balance by the end of month-end
· Enter rooming lists when submitted by clients (or reassign to GSA), being the main point of contact for any changes, updates or cancellations
· Create House Account, post and charge for meetings. Ensure all House Accounts are cleared by month-end, working with the Sales Department to ensure there are no outstanding balances
· Ensure show rooms are ready when required, and provide feedback to the Sales Department of any guest concerns related to Sales
· Work closely with the Maintenance, Food & Beverage, and Housekeeping Departments and obtain regular updates
· Send daily and weekly reports to Accounting
Customer Service and Guest Relations
- Support the hotel's standards and contribute to the delivery of consistent and excellent guest service
- Demonstrate responsiveness to guest's special requests
- Solicit guest feedback and alert the GM to all opportunities for hotel improvement
- Accept responsibility to enact the customer satisfaction pledge of the Brand
- Assist the GM in resolving service concerns
- Understand, embody and exemplify the Hilton Garden Inn culture pillars of HEART, Extended Stay Touch, Make It Right, and Suite Assurance Guarantee
Health and Safety, and Loss Prevention
- Maintain, promote and follow Health and Safety within the department and hotel through the understanding and following of the procedures of the Hotel's Emergency Response Plan
- Observe and ensure compliance by Front Desk Team with the hotel’s key control procedures
- Properly use and care for all equipment and tools used to perform duties
- Follow all guest and property security policies
- Report accidents and/or hazards to the GM
- Participate in hotel’s semi-annual and annual health and safety trainings, and mandatory staff meetings
- Follow the hotel’s Employee Handbook
Requirements
· Ability to meet the physical and mental requirements of the position
· Must have excellent communication and interpersonal skills
· Ability to work within a team environment and have the ability to complete all assigned tasks with little to no supervision
· Ability to lift up to 50 lbs
· This position will require early mornings or late evenings (or a combination of both), including weekends and holidays
Pay: $50,000.00-$55,000.00 per year
Benefits:
- Casual dress
- Disability insurance
- Discounted or free food
- Life insurance
- On-site parking
- Paid time off
- Store discount
- Vision care
Work Location: In person
