Manager Guest Services

SUMMARY

The Guest Services Manager performs the Managerial duties for the entire Guest Services department, including Bell Services Staff, Concierge, and Guest Service Agents. Essential Duties & Responsibilities

Essential Duties & Responsibilities

• 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.
• Maintains knowledge of and exercises all aspects of valet parking, bell services and hotel operations including but not limited to groups resume, arrivals and departures, VIPs, catering functions etc.
• Maintains knowledge of surrounding area, especially tourist attractions, and area events.
• Develops staff through training and example.
• Ensures proper scheduling for areas of operation according to business for all shifts.
• Conducts daily pre-shift meetings and Monthly staff meetings.
• Makes sure team members’ performance with guests (hospitality skills).
• Performs employee interviews for new hires.
• Maintains supervision of all areas of the hotel on busy days to ensure rooms and public areas meet hotel standards.
• Maintains and orders supplies, uniforms and equipment for the department.
• Has knowledge and control of daily labor and cost.
• Supports functions

Supportive Functions

• Perform other duties as assigned by the Front Office Manager.
• 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 VIP’s 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.
• Prepare daily forecast of expected arrivals and departures using analysis and judgement skills.
• Operate office equipment such as facsimile and photocopier as needed.
• Respond promptly to guest requests for a supervisor or manager.

Specific Job Knowledge, Skill And Ability

• 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.

Work Experience & Education Requirements

• A 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.

Other

• Assimilate into the Hilton Family Blue Energy culture through understanding, supporting and participating in all elements of Blue Energy.
• Demonstrate working knowledge of the service standards.
• Regular attendance in conformance with the standards, which may be established by Hilton from time to time is essential to the successful performance of this position.
• Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.
• Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.
• Grooming: All employees must maintain a neat, clean, and well-groomed appearance (specific standards available as per company’s handbook).