Guest Service Manager

About Us

Don't meet every single requirement of this job? At HEI we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to still send in your information. You may be the perfect candidate for this or for other roles within our organization!

We value U.S. military experience and invite all qualified military candidates to apply.

Overview

Essential Duties and Responsibilities

• Take ownership of guest service for property as a whole in accordance with Starwood Luxury Collections standards.

• Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being applied to elevate guest service to Starwood's Luxury Collection standards.

• Track guest satisfaction surveys and maximize usage of the guest response tracking system to effectively motivate, coach and develop property associates. Consistently motivate and educate to improve upon guest satisfaction and feedback to meet and exceed Starwood's Luxury Collection standards.

• Develop and implement controls for expense management.

• Utilize labor management tools to schedule and control labor costs.

• Interview, hire, train, develop, resolve problems, provide open communication and recommend discipline and/or termination when appropriate of staff members. Ensure timely completion of performance appraisals.

• Communicate both verbally and in writing to provide clear direction to staff.

• Interact positively with customers and take action to resolve problems to maintain a high level of customer satisfaction and quality.

• Ensure compliance of concierge, bell stand, valet and driver standard operating procedures and policies. Assist in the consistent improvement of and accuracy and quality of concierge services.

• Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction.

• Champion education of associates regarding area and property history.

• Maintain all necessary equipment and a par stock of supplies.

• Resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.

• Develop strong relations with the sales team to discuss and implement sales strategies to continually improve occupancy levels and revenues.

• Regular attendance in conformance with the standards is essential to the successful performance of this position.

• Perform any other job-related duties as assigned.

Qualifications and Skills

• Proficient with PMS system. Computer literacy and financial management a must.

• Advanced knowledge of brand's reward program.

• Advanced knowledge of luxury hospitality standards and guest service.

• Able to handle cash and credit transactions.

• Self-starting personality with an even disposition.

• Maintain a professional appearance and manner at all times.

• Must possess thorough knowledge of all concierge, bell stand, valet and driver operations and individual job requirements.

• Manage multiple tasks at all times and have excellent organizational skills.

• Able to effectively deal with internal and external customers, some of whom will require high level of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts - taking on the responsibility of being a role model and mentor for this skill set.

• Intimate knowledge of local area attractions and transportation.

• Working knowledge of federal, state, and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues and labor relations, including, but not limited to the following statues and their comparable state and local laws.

• Establish and maintain effective working relationships with associates and customers.

• Able to remain calm and alert, during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates.

• Able to make sound business decisions and take action quickly based on previous experience and good judgment.

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

Compensation

Benefits

HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.