Description
The Hilton Charlotte University Place has an exciting opportunity to join our team as the Guest Services Manager. Under limited supervision, the Guest Service Manager works closely with the Assistant General Manager to oversee the Front Desk staff, ensuring maximum Front Office operating efficiency.
Responsibilities
•Provides oversight to the Front Office operation to maintain high standards
•Evaluate the level of Guest satisfaction and monitor trends with a focus on continuous improvement
•Ensures that all guests are recognized and that the Front Office department operates with a sales attitude and promotes the hotel brand's loyalty program
•Maximizes room occupancy at best rates and uses up-selling techniques to promote hotel services and facilities
•Sets departmental objectives, work schedules, and procedures
•Monitors the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork
•Uses the correct procedures regarding the acceptance of currencies, credit cards, and cash in accordance with hotel credit policy
•Trains Team Members on up-to-date knowledge of hotel products, services, pricing, and policies as well as knowledge of the local area
•Maintains good communication and working relationships with all hotel departments
•Monitors and maintains personnel levels to meet business needs. Maintains an active approach when recruiting, consistently reviewing applications, scheduling interviews, and ensuring coverage
•Manages staff performance issues in compliance with company policies and procedures
•Complies with hotel security, fire regulations, and all health and safety legislation
•Acts in accordance with policies and procedures when working with front-of-house equipment and property management systems
•Serves as Manager On Duty when scheduled
•Performs other duties as required within the scope of responsibility
Qualifications
•Education and/or Experience: Associate's degree is required. Bachelor's degree preferred. Must have a minimum of 3 years experience in the hotel industry - specifically sales or front desk. Previous supervisory experience is recommended. Ability to manage priorities and be able to adapt to meet the diverse needs of our guests
•Computer Skills: Proficient in Microsoft Word and Excel. OnQ certification is a plus
•Must be able to work weekends and evenings as required