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Guest Services Manager

Company: Hyatt Place
Location: Topeka
Posted on: September 10, 2019

Job Description:

We are seeking a Guest Services Manager for our Hyatt Place Topeka, KS location. If interested, please apply today!Job DescriptionThe Guest Services Manager is responsible for ensuring the operation of guest services, concierge and uniformed services/transportation in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy.Responsibilities Will Include But Not Be Limited ToRespond to all guests' requests, problems, complaints and/or accidents presented at the front desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.Assist in motivating and developing guest services associates according to PAH S.O.Ps.Assist with the management of the interviewing process of candidates for guest services positions and follow standards for hiring approvals.Provide feedback to the guest services director for associate performance reviews in accordance with PAH standards.Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily, i.e. flash report, allowances, etc.Attend daily and monthly rooms meetings.Participate in required M.O.D. program as scheduled.Work at front desk, concierge, and bell desk as appropriate. Ensure that no-show revenue is maximized through consistent and accurate billing.Maintain a professional working relationship and promote open lines of communication with managers, associates and other departments.Work closely with accounting on follow-up items, i.e., returned checks, rejected credit cards, associate discrepancies, etc.Operate all aspects of the guest services computer system, including software maintenance, report generation and analysis, and simple programming.Ensure staff greet and welcome all guests approaching the Front Desk in accordance with PAH SOP's.Ensure implementation of all PAH policies and house rules. Understand hospitality terms.Assist in preparation of revenue and occupancy forecasting.Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.Must maintain constant communication with housekeeping department.Operate radios efficiently and professionally in communicating with hotel staff. Ensure correct and accurate cash handling at the front desk.Ensure that associates are, always, attentive, friendly, helpful and courteous to all guests, managers and other associates.Maintain and monitor "Lost and Found" procedures and policies according to PAH standards.Establish and maintain key control system.Focus the Guest Services Department on their role in contributing to the Guest Service and audit scores. Monitor all V.I.P.'s, special guests and requests.Maintain required pars of all front office and stationary supplies.Review daily guest services work and activity reports generated by Night Audit.Be familiar with all Brand Rewards programs and offers.Basic QualificationsHigh school education, GED, or equivalent experience.Minimum 3 years of experience working in guest services is required with at least one of those in a supervisory role.Preferred QualificationsAbility to develop and maintain effective operating and control processes designed to attain maximum operating efficiency while ensuring adherence to established operating criteria.Outstanding management, organization, communication and leadership skills.Ability to successfully coordinate staff in a high volume, time sensitive environment.Maintain sanitation procedures and organization of work area adhering to all OSHA and local health department regulations.Ability to work collaboratively and communicate effectively with team members at all levels of the organization.Highly organized and detail-oriented.Must be able to abide by the company appearance standards and compliance with the designated uniform.Must be able to work any shift, weekends, holidays, and special events, as needed.Must have employment eligibility in the U.S.Physical RequirementsBasic office skills, experience with personal computer & Microsoft Office, general office equipment.Regularly required to sit, stand, walk, bend and use hands to handle objects, tools or controls.Must be able to lift to 50 lbs. and work most shift in a standing position.Must have a valid driver's license from the applicable state.PAH Management is proud to be an Equal Opportunity Employer (M/F/D/V)For more information, or to apply now, you must go to the website below. Please DO NOT email your resume to us as we only accept applications through our website.https://pahmanagement.plansource.com/jobs/166392-43470.html

Keywords: Hyatt Place, Topeka , Guest Services Manager, Other , Topeka, Kansas

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