Guest Services Manager - Hotel Monaco Philadelphia

Why We're Here

We believe heartfelt, human connections make people's lives better. Especially the people who work here. Our founder, Bill Kimpton, rebelled against impersonal, generic hospitality that makes people feel disconnected. He initiated a new boutique hotel standard and environment where people could connect, from the heart. That was the goal then, and it is still our purpose today. Your work here has meaning. You're here to improve the lives of coworkers, guests, owners, communities, and together we make that happen. It's what drives all that we do. Every day you can improve lives in your own, unique way and you can expect the same in return. It all starts with you.

About the Role

Responsible leading all Front Office Operations by setting and maintaining a high level of guest service and providing support and training for the line staff.

• Meet the desk agents to get any pertinent information, review Front Desk logbook for incidents and arrivals noting any special requests or changes.
• Assess whether any guest relocation will be necessary, assist guests with services and requests.
• Follow established key control policy, be knowledgeable of all fire and emergency procedures.
• Inspect all VIP arrival rooms.
• Attend wine hour as specified as the monthly wine hour schedule dictates.
• Led and attend department training classes and seminars when scheduled, meet or exceed levels of service required by the Mystery Shopper Survey.
• Complete other departmental duties as they become necessary and/or required by immediate supervisors.
• Create and post all employee schedules within the required time frame.
• Counsel and coach employees when necessary, using the appropriate documentation and techniques.
• Ensure that all employees are posted at their stations on time, and that they complete their essential duties before their departure.
• Aid with all sick calls or tardiness by finding coverage, report to work and stay until coverage can be found (including night audit shifts).
• Make sure expenses and labor costs are meeting or coming in under budgeted requirements.
• Ensure all employees follow cash and credit handling procedures.
• Accountable for the "guest ledger" and its daily maintenance as well as maintaining the "guest comment card" return ratios as expected by the hotel and management.

Requirements

• Minimum of 2 years management experience in hospitality or similar industry.
• Bachelor's degree preferred.
• Ability to diplomatically deal with difficult situations and people, while exhibiting a consistent level of integrity.
• Ability to read, write, and verbally communicate effectively and professionally.
• Experience with Opera and Microsoft Office Suite is preferred.
• Flexible schedule, able to work evenings, weekends and holidays when needed.

Qualifications

• Ability to read, write, and verbally communicate effectively and professionally.
• Experience with Opera and Microsoft Office Suite is preferred.
• Flexible schedule, able to work evenings, weekends and holidays when needed.

Skills

• Effective communication skills.
• Leadership and coaching skills.
• Knowledge of fire and emergency procedures.
• Ability to manage multiple tasks and prioritize responsibilities.

Benefits

Differences make a difference. We are committed to creating a culture that reflects the diversity of our hotel and restaurant guests. With that goal in mind, we encourage each of our employees to understand, accept, and celebrate differences among people. That includes different personalities, lifestyles, work styles, education, and experience. We also welcome and embrace people of all races, ethnicities, ages, religions, physical abilities, sexual orientations, gender identities and genders. For our complete EEO policy click here.

Be Yourself. Lead Yourself. Make it Count.

We encourage each of our employees to understand, accept, and celebrate differences among people. That includes different personalities, lifestyles, work styles, education, and experience. We also welcome and embrace people of all races, ethnicities, ages, religions, physical abilities, sexual orientations, gender identities and genders.