Evening Guest Relations Manager

The Evening Guest Relations Manager will oversee the daytoday operations of front desk and reception areas and practice in the hotels continuing effort to deliver outstanding guest service and financial profitability primarily in the evening hours. The Evening Guest Relations Manager plays a strong support role to the Hotel Manager as well as the entire Front Office team. Responsibilities include training and managing staff supervise administrative and clerical duties and address customer complaints and queries. In this role the Evening Guest Relations Manager will also support the Front Office Manager and Director of Front Office Services with assisting in the creation and maintenance of budgets and preparing reports for presentation.

DUTIES AND RESPONSIBILITIES

Operations Front Office

• Follow all guidelines policies and procedures as outlined by PHMs Employee Handbook such as reporting to scheduled shift report to work on time reporting absences have a professional demeanor etc.
• Demonstrate brand standards behaviors hallmarks and mandates and pass all audits and inspections.
• Follow all emergency and safety guidelines in order to provide a safe and secure environment for guests associates and visitors.
• Promote hotel services facilities and anticipate guests needs to promote higher guest satisfaction.
• Greet all guests and or associates upon contact.
• Effectively execute and maintain daytoday logistics of all areas of Front Office department with the support of the Hotel Manager and Front Office Management team. Daily logistics may include but not limited to greeting guests upon contact attending/hosting meetings be the manager on duty take inventory answer calls make reservations checkin/out guests assist with luggage deliver guest requests monitor clean rooms assist with safety measures running reports projects etc.
• Learn to perform all hourly functions and various Management functions to cover employee absences and or emergencies.
• Utilize online platforms to address guest feedback questions and or concerns.
• Mentor develop and train associates to ensure maximum guest and associate satisfaction responsibilities/ duties in Front Office and Bell/ Door.
• Monitor and develop team member performance to include but not limited to providing supervision conducting counseling and evaluations and delivering recognition and reward.
• Provide immediate support and guidance to Night Audit team and handle emergency Night Audit scheduling issues.
• Ensure all staff is properly trained on systems security and cash handling procedures and service standards and have the tools and equipment needed to effectively carry out their job functions.
• Perform house counts and review daily arrivals identify potential problems with rooms activity and take appropriate action.
• Provide information and direction to staff to achieve 100 occupancy.
• Review and resolve dispute accounts and Housekeeping discrepancies.
• Prepare daily shift briefing to communicate activities and any problems and/or special information to the next shift.
• Take personal responsibility for correcting customer service problems.
• Alert Hotel Manager of potentially serious issues. MOD Report and or Incident Reports must be completed within a 24 hour time frame of incidents occurrence.
• Analyze guest satisfaction data and develop and implement plans to achieve established goals related to guest satisfaction scores front desk activities Marriott Bonvoy enrollments etc.
• Achieve budgeted revenues control labor costs & expenses and maximize profitability within all areas of the front office.
• Be aware of any VIP arrivals special requests and repeat guests. Check accommodations making sure any special requests are carried out greet guests upon arrival and escort to room if appropriate.
• Must be Proficient in MS Word/Excel and Power point as you will utilize these programs often.
• Perform other duties as directed

Interpersonal Relationships

• Able to spark conversations with guests and associates in a professional manner smile often and establish relationships in order gain trust and loyalty.
• Interview hire and train new associates in the Front Office department.
• Monitor performance and recommend corrective action/discipline to the Hotel Manager.
• With guidance from Hotel Manager follow all coaching and disciplinary policies and procedures outlined by PHMs Employee Handbook.
• Resolve and address all guest and associate questions and or concerns in a creative and professional manner.
• Report any issues concerns and or suggestions to upper management.
• Maintain constant communication with all hotel departments in order to ensure guest satisfaction.
• Plan and oversee training of Front Office new hires.

Financials

• Assist with basic inventory audits and reports and support management as needed with budget planning.
• Follow train and audit cash handling procedures for the Front Office Department.
• Schedule associates based on business needs. Monitor and follow posted schedule to help reduce overtime and missed meal hours.
• Follow posted schedule to help reduce overtime and missed meal hours.
• Comply with Missed Meal Break Policy.
• Follow all cash handling procedures.

WORKING ENVIRONMENT

The hotel is in a public business atmosphere which varies temperature based indoor and outdoor climate. The nature of this job is primarily indoors but will require some outdoor activity based on business.

Some travel is required either locally or within/out of state in order to attend hotel events not limited to meetings trainings etc.

EDUCATION

Minimum of High School Diploma or equivalent.

WORK EXPERIENCE

Minimum of 2 years of hotel experience in a supervisory role ideally in Front Office/Guest Service.

Knowledge

• Understand hotel function local area know guest profiles and know business demand in the area and local hotel competitors.
• Understand standard accounting principles such as addition subtraction multiplication percentages etc. to assist with reports inventory budgeting and time tracking system.
• Possess advanced computer knowledge such as Microsoft Office (Outlook Word Excel and Power Point) and Adobe.
• Understand how to use search engines to retrieve information on guests behalf to learn about future guests local competitors and track guest reviews on various platforms etc.

Skills

• Strong English business communication skills both verbal and written.
• Strong interpersonal skills such as listening smiling relating asking questions teamwork etc.
• Have the skill to manage multiple tasks at a time maintain focus and structure and know how to prioritize.
• Have the skill to resolve conflicts with ease and professionalism to ensure maximum guest and associate satisfaction and or skill to communicate any guest/associate conflict with management

Abilities

• Able to spark conversations with guests and associates smile often establish relationships to develop loyalty and achieve both associate and guest satisfaction goals.
• Ability to maintain consistent positive energy selfmotivation and passion for hospitality.
• Ability to keep hotel sensitive information confidential such as guest profiles credit card information etc.
• Ability to learn new software and computer systems.
• Ability to learn to perform any other hotel function based on business need.
• Ability to easily adapt to various situations constant change handle pressure and remain composed and focused.

PHYSICAL REQUIREMENTS

Prolonged standing/walking for 8 hours.

Ability to walk around the hotel up and down stairs stoop kneel lift a minimum of 50 lbs. and push and pull approximately 200 lbs.

BUSINESS ATTIRE

To present a professional and business image to guests associates and public we ask that all associates follow PHMs dress and grooming standards available in the PHM Handbook. Standards include wearing full uniform at all times uniform must be neat clean and wrinkle free practice good personal hygiene and grooming.

PREFERRED QUALIFICATIONS

• Degree/Certifications in Business Management or Hospitality
• Bilingual or Multilingual
• Prior hotel experience
• Emotional Intelligence Training