Description

 The Guest Services Manager is an essential role for the seamless operation of the hotel. This position reports directly to the General Manager and will be responsible for operation of the Front Office of the Lodge at Healdsburg - Tapestry Collection by Hilton.

The purpose of this position is to provide exceptional guest service in line with our brand identity. We’re seeking to create a unique experience for guests seeking to familiarize themselves with everything Healdsburg has to offer. Our service will provide positively memorable guest experiences while collaborating with the local community and highlighting local culture.

 Benefits including but not limited to:

• 401(k) matching
• Health insurance
• Dental insurance
• Hilton Hotel Stays Employee Discounts
• Paid time off
• Vision insurance
• Phone Reimbursement
• Quarterly Bonus Program

Requirements

Responsibilities for this role include but are not limited to:

• Directing and administering of Front Office operations to deliver outstanding guest service and financial profitability.
• Maintain lobby presence to greet & assist guests, support Front Desk during peak periods, provide Hilton Honors recognition, and facilitate VIP arrivals.
• Manage and maintain hotel room inventory controls in accordance with revenue management strategies
• Oversee overall guest experience by responding to guest feedback filtered through hotel departments, social media, and guest satisfaction surveys
• Monitor trends associated with service levels and/or guest complaints and work with General Manager & leadership team on resolution of guest concerns & issues
• Manage critical guest services programs including but not limited to: Hilton PMS, Dormakaba key systems, OTA extranets, Canary System, Kipsu and additional systems
• Ensure implementation of crucial Hilton programs, uphold brand standards, and deliver exceptional guest service.
• Monitor and develop team member performance providing coaching and development. Conducting evaluations and counseling team members.
• Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events through regular coaching and training
• Assess service and satisfaction trends, evaluate and address issues and make improvements accordingly
• Responsible for team member scheduling for Front Office & Lobby Bar and provide staffing support as needed
• Assist with recruiting, interview and train team members. Conduct annual performance reviews for Front Office & Lobby Bar staff with the assistance of the F&B Supervisor, FD Supervisor, and General Manager
• Develop standard operating procedures and processes with General Manager to deliver upon guest service standards
• Coordinate with Housekeeping, Engineering, and Lobby Bar departments to delegate tasks and verify completion in timely manner to ensure guest satisfaction
• Maintain departmental supply inventory and expenses
• Respond to and manages OTA and wholesaler reservation requests
• Welcome and greet guests professionally by completing the registration process via the Hilton Property Management System (OnQ)
• Confirmation of guest information and room rate, selection of rooms, coding electronic keys, and enrolling guests in Hilton Honors
• Provide guests with hotel information, property orientation, and the details of the hotel amenities
• Cash handling and reconciliation. Processing financial transactions within Hilton OnQ
• Demonstrate knowledge of the local area, restaurants, wineries, and local attractions/points of interest
• Respond to guest inquiries and requests, and resolve issues in a timely, friendly, and efficient manner.
• Field guest complaints, resolve and provide resolutions for guest satisfaction.