Guest Service Manager

The Hotel Guest Service Manager oversees all key departments during evening and possible overnight hours including Front Desk Housekeeping and Food & Beverage. Reporting to the Director of Operations this role ensures smooth nightly operations delivers exceptional guest service and responds promptly to guest needs or issues. The manager provides leadership supports departmental teams maintains service standards and helps ensure a safe efficient and welcoming environment for all guests throughout the night.

CANDIDATE PROFILE

Experience

Two years of full employment in a related position. Hotel experience preferred.

Experience with Micros preferred Food and Beverage and Front office is preferred.

JOB ESSENTIALS

ItemExample

PeopleAssist F&B Manager and Front Office Manager to foster a work environment where all team members have an opportunity to realize their full potential; Shows genuine concern for the individual employee and guest. Treats employees with tact cooperation helpfulness and empathy; Consistently works to improve the performance of subordinates and to prepare them for future growth. Ensure every guest receives exceptional care throughout their stay.

QAMust ensure passing of brand QA. Ensure each team member is trained on Hilton honors enrolments and Kipsu to insure Stay score are above or above brand expectations for all items pertaining to the hotel.

SafetyAssist F&B Manager and Front Office Manger to ensure the teams are certified in all applicable state and required certifications (CPR Food Handling Tips training etc). In addition ensure everyone is trained on Emergency procedures where to find the emergency manual where to find various shut off valves fire panel etc.

Guest Scores / ExperienceAll scores pertaining to the hotel should be at or above the brand the event the hotel is running above the brand average the scores should be at or higher than the previous years scores. All responses will be followed up on within brand guidelines. (Guest assistance STAY etc). Maintain Triple AAA 4 Diamond rating. Familiar with criteria.

TrainingAll team members will receive extensive training and go through testing prior to being placed into a role. The training should be signed by each employee and documented. Training includes menu POS system handling of vouchers and coupons services the hotel offers etc.

Communication / Follow UpIn any hotel communication is key. Team members must own any issues and a solid plan in place for following up on guest requests as well as in house requests. The Pm Hotel Operation Manager should ensure all group resumes are accessible and read and followed up on. Ensure timeliness to meetings.

Food / Beverage CostMenus (food and beverage) will be reviewed at minimum bi-annually and streamlined to ensure they are cross utilized with multiple outlets and priced accordingly.

Expense / Labor Controls / OvertimeAssist the F&B Manager and F/D Manager to stay within forecasted numbers in regards to departmental and labor expense. Make sure staff is taking Meal Breaks and Overtime must be controlled.

CleanlinessOwn / Outlets / meeting space / bar cleanliness at all times.

Other

Ensure the highest level of guest service by responding to inquiries requests and complaints promptly efficiently and courteously.

Monitor nightly check-ins and check-outs ensuring a seamless and efficient process for all guests.

Oversee Hilton Honors enrollment standards ensuring associates are actively promoting the program and meeting required benchmarks.

Ensure evening staff is utilizing Kipsu and responding promptly.

Respond to Guest Assistance cases and social-media feedback in a timely professional manner maintaining brand standards and service recovery guidelines.

Provide effective staff management guidance and support throughout the shift.

Ensure all evening associates comply with all hotel and BlueSky Hospitality policies including attendance conduct and operational procedures.

Ensure all team members receive relevant daily information and updates through the PM Stand-Up.

Oversee operations to ensure all compliance requirements brand standards and regulations are consistently met; address operational issues quickly and effectively.

Maintain safety and security in partnership with the Engineering and Security teams.

Uphold property-wide cleanliness and appearance standards in coordination with the Housekeeping department.

Communicate all operational service-related or financial discrepancies concerns and improvement opportunities to senior leadership.

Effective verbal and written communication skills. Ability to adapt communication style to suit different audiences such as effectively communicating with supervisors coworkers public etc.

Comply with attendance rules and be available to work on a regular basis. Able to work varied shifts including Weekday Evenings weekends and holidays.

Assist Director of operations to market the Food and Beverage outlets; develop and manage the implementation of menus package deals promotions displays decorations and presentations within corporate guidelines to capture more in house guests and a larger share of the local market to meet/exceed sales and financial goals and objectives.

Manage the maintenance/sanitation of the Food and Beverage areas and equipment in the hotel to protect the assets comply with regulations and ensure quality service.

Monitor and control the maintenance and sanitation of the various outlet areas and equipment to protect the assets comply with regulations and ensure quality service.

Perform any other job-related duties as assigned.