Guest Service Manager

Primary Objective of Position

The Guest Service Manager is responsible for planning and directing operations to improve productivity and efficiency in the Front Office and Housekeeping Department.

Duties

Assist the Director of Housekeeping with managing Housekeeping and the Assistant General Manager with the Front Office operations.

Provide strong lobby presence to assist front desk agents and guests.

Provide all aspects of shift coverage in Front Office and Housekeeping operations as needed.

Monitors pre-arrival planning process to effectively deliver against guest preferences, maximize use of room inventories, and drive incremental revenue.

Understands brand standards and operation requirements for performance in each of the discipline areas.

Coordinates labor scheduling and leads shifts across each discipline area depending on property needs.

Directs and works with Team members to carry out guest arrival and departure procedures.

Ensure Front Office and Housekeeping are functioning to Hilton's standards (i.e. cleanliness, guest only in authorized areas, bathroom cleanliness, outdoor cleanliness and conditions, elevator cleanliness and functionality, Signage standards).

Handle guest’s special requests and customer complaints during shift.

Perform all other front desk duties and responsibilities.

Investigate and handle complaints, disturbances, emergencies, etc. during shift.

Manage Team members Attendance calendar, time edits, and conduct call-arounds for shifts as needed.

Coach, train, counsel hourly Team members and administer discipline as needed.

Perform some Night Audit functions, able to review all Night Audit related functions and able to produce Night Audit reports.

Attend and contribute to periodic meetings to maintain favorable working relationships among employees and promote maximum morale, productivity, and efficiency.

Attend all hotel required meetings and trainings.

Any other duties as assigned by the General Manager.

Other:

Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position.  Team Members 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, Team members may be required to work varying schedules to reflect the business needs of the hotel.  In addition, attendance at all scheduled training sessions and meeting is required.

Upon employment, all Team members are required to fully comply with Hilton Garden Inn Times Square North rules and regulations for the safe and effective operation of the hotel facilities.  Team members who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

Supportive Functions:

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel:

Additional duties as necessary and assigned.

Be a leader and a role model to all Team members.

Teamwork Skills:

Be an enthusiastic, helpful and positive member and leader of the team

Be professional, responsible and mature in conduct and behavior

Be understanding of, encouraging to, and friendly with all co-workers.

Be self-motivated and use time wisely.

Maintain an open line of communication with each department.

Communicate pertinent information

Respond positively to new ideas.

Openly accept critical/developmental feedback.

Report to work on time

Maintain effective communication through the use of meetings and memorandums.

Be available to help all departments in emergency situations

Perform other assignments as directed by the corporate office

Adhere to all work rules, procedures, and policies established by the company, including, but not limited to, those contained in the Team member handbook.

Safety and Security:

Be knowledgeable of policies regarding emergency procedures and security concerns.

Be knowledgeable about cash handling procedures.

Specific Job Knowledge, Skills and Abilities

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities:

Must be able to speak, read, write, and understand the primary language(s) used in the workplace.

Must be able to read and write to facilitate the communication process.

Must be able to effectively communicate verbally and written with all levels of employees and guests in an attentive, friendly, courteous and service oriented manner.

Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.

Must be able to multitask and prioritize departmental functions to meet deadlines.

Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.

Most tasks are performed in a team environment with the Team member acting as a team leader.  There is minimal direct supervision

Desire to participate as a part of a team.

Must be able write reports, business correspondence, and procedural manuals.

Must be able to effectively present information and respond to questions from groups to manager, clients, customers and ownership.

Must be proficient in MS Word, Microsoft Excel, and other applicable computer systems.

Must be able to define problems, collect data, establish facts, and draw valid conclusions.

Extensive knowledge of the hotel, its services and facilities.

Ability to maintain compliance with all local, state and federal laws and regulations.

Physical Demands

Most work tasks are performed indoors.  Temperature is moderate and controlled by hotel environmental systems.

Must be able to sit at a desk extended period of the day.  Walking and standing are often required. Length of time of these tasks may vary from day to day and task to task.

Most tasks are performed independently or in a team environment with the Team member acting as a team leader.  There is minimal direct supervision.

Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.

Must be able to lift up to 15 lbs. occasionally.

Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.

Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates

Vision occurs continuously with the most common visual functions being those of near vision and depth perception.

Ability to work primarily with fingers to pick, pinch, type and carry out substantial movements, (motions) of the wrists and hands as well.

Must have finger dexterity to be able to operate office equipment.

Qualifications

High school or equivalent education required.  Associate or Bachelor’s Degree in related area preferred but not required. Minimum of 2 to 3 years’ related experience, including at least 2 years of supervisory experience