Guest Services Mgr
About The Position
A landmark of gracious hospitality and first-class service on Long Island, New York, the elegant and historic Garden City Hotel welcomes guests into spacious and luxurious guest rooms and suites, and delights with an array of new dining experiences, including Red Salt Room by David Burke. The Garden City Hotel enjoys a longstanding tradition of hosting many of Long Island’s most magnificent weddings and celebrations. From festive engagement parties to gala wedding receptions (and every celebration in between), we deliver flawless service with attention to detail and exceptional dining for a magical day. As the recipient of some of the industry’s most coveted bridal awards, we know what it takes to create an event that our guests’ treasure. We are looking for Hospitality Professionals to help us reinforce the standards that historically make us one of the best in the business. We are looking for a self-motivated and experienced Hotel Guest Services Manager who will assist us in continuing to provide the excellent level of service for which The Garden City Hotel is known. A Guest Service Manager is responsible for overseeing Guest Services, Concierge, Valet Parking and Front Service staff to ensure customer satisfaction, quality service, compliance with company policies and procedures while meeting/exceeding financial goals. In this role a Guest Service Manager is responsible for providing excellent service oversight to our guests while maximizing room revenue and productivity.
Requirements
- Must have Hotel Front Office management experience.
- Must be proficient with OPERA PMS
- This position requires flexibility with scheduling on all shifts including overnights, weekends and holidays.
Responsibilities
- This position reports to our Director of Front Office.
- Approach all encounters with guests and team members in an attentive, friendly, courteous and service-oriented manner.
- Comply with all safety standards to encourage safe and efficient hotel operations
- Respond to all guest requests, problems, complaints and/or accidents arising in person or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
- Motivate, coach and counsel all Front Office personnel according to hotel standards.
- Develop team members and ensure training of Front Office personnel.
- Maintain a professional working relationship and promote open lines of communication with managers, team members and other departments.
- Daily walk around of the house to ensure cleanliness standards are being met while noise pollution is under control.
- Monitor oversold dates to ensure the maximization of room’s revenue.
- 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.
- Monitor and ensure compliance with SOP's in Rooms and Loss Prevention.
- Conduct walk-throughs of public areas and guestrooms to ensure that cleanliness and maintenance standards are met.
- Monitor labor expenses through schedule approval process and ensure budgeted productivity.
- Work closely with Rooms Division including Housekeeping, Engineering, Security, and Valet to ensure efficient and effective operations and to continuously improve service.
Benefits
- Group Health Insurance Plans (Medical, Dental, Vision)
- Company Paid Life Insurance
- Long Term Disability
- 401k Retirement Savings Plan
- Paid Vacation Days and Paid PTO Days
- Aflac Supplemental Short Term Disability, Accident Advantage and Cancer Care Plans
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
