Guest Service Manager OEM

Job description
Compensation Type:
Hourly Highgate Hotels:

Highgate is a premier real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in U.S. gateway markets including New York, Boston, Miami, San Francisco and Honolulu, with a rapidly expanding presence in Europe, Latin America, and the Caribbean. Highgate’s portfolio of global properties represents an aggregate asset value exceeding $20B and generates over $5B in cumulative revenues.

The company provides expert guidance through all stages of the hospitality property cycle, from planning and development through recapitalization or disposition.

Highgate also has the creativity and bandwidth to develop bespoke hotel brands and utilizes industry-leading proprietary revenue management tools that identify and predict evolving market dynamics to drive out performance and maximize asset value. With an executive team consisting of some of the industry’s most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands.

Highgate maintains corporate offices in London, New York, Dallas, and Seattle. Overview:

The Guest Services Manager (OEM) is responsible for ensuring the operation of the 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:

Respond 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. Motivate, coach, counsel and discipline all Guest Services personnel according to Highgate Hotel S.O.P.'s. Prepare and conduct all Guest Services interviews and follow hiring procedures according to Highgate Hotel S.O.P.'s.

Develop employee morale and ensure training of Guest Services personnel. 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 Merchandizing meetings. Participate in required overnight M.O.D. program as scheduled. Review Guest Services staff's worked hours for payroll compilation and submit to Accounting on a timely basis. Prepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements. Ensure schedules, payroll and shift replacements are accurately executed within Highgate guidelines.

Ensure that no-show revenue is maximized through consistent and accurate billing. Maintain Highgate Hotel S.O.P.'s regarding Purchase Orders, vouchering of invoices and checkbook accounting. Ensure that Wage Progress, Productivity and the Ten Day Forecast are completed on a timely basis according to Highgate Hotel S.O.P.'s. Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.

Work closely with accounting on follow-up items, i.e., returned checks, rejected credit cards, employee discrepancies, etc. Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming. Monitor proper operation of the P.B.X. console and ensure that employees maintain Highgate Hotel S.O.P.'s in its use. Partner with the all 3 rd

party operators and ensure a seamless experience for all guests. Ensure staff greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel S.O.P.'s. Ensure implementation of all Highgate Hotel policies and house rules. Understand hospitality terms. Ensure sign off of all Service Standards by Position for Guest Services staff. 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, Reservations and the accounting departments. Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department. Coordinate all aspects of the ongoing implementation of the Highgate Hotel philosophy of service.

Ensure correct and accurate cash handling at the Front Desk. Follow and enforce all Highgate Hotel credit policies. Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees. Ensure participation within department for monthly Highgate Hotel team meeting. 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…

United States
Hawaii
Honolulu Show on map Get directions