Manager Guest Services

← All jobs

Manager Guest Services

Resorts World New York City

• Miami, FL
• Full-time
• On-site
• Posted 3d ago
• via Ultipro
• Company site ↗
  
  

Apply on Ultipro →

No middleman. Link goes straight to the employer.

Summary

About this role

The Guest Services Manager performs the Managerial duties for the entire Guest

Services department, including Bell Services Staff, Concierge, and Guest Service

Agents.

Essential Duties & Responsibilities

• Serve all hotel guests in providing them with the services of this
  
  

department, manage and supervise the designated staff to provide those

services.

• Provide excellent service to all guests, striving to exceed their
  
  

expectations to ensure continuous quality improvement.

• Maintains knowledge of and exercises all aspects of valet parking, bell
  
  

services and hotel operations including but not limited to groups resume,

arrivals and departures, VIPs, catering functions etc.

• Maintains knowledge of surrounding area, especially tourist attractions, and
  
  

area events.

• Develops staff through training and example.
• Ensures proper scheduling for areas of operation according to business for
  
  

all shifts.

• Conducts daily pre-shift meetings and Monthly staff meetings.
• Monitors team members’ performance with guests (hospitality skills).
• Performs employee interviews for new hires.
• Maintains supervision of all areas of the hotel on busy days to ensure rooms
  
  

and public areas meet hotel standards.

• Maintains and orders supplies, uniforms and equipment for the department.
• Has knowledge and control of daily labor and cost. Reports to the cyclical
  
  

nature of the hospitality industry, employees may be required to work varying

schedules to reflect the business needs of the hotel.

• Ensures compliance with brand standards, safety procedures, and hotel
  
  

policies.

• Continuously seek opportunities to improve guest satisfaction and overall
  
  

service quality.

Supportive Functions

In addition to performance of the essential functions, this position may be

required to perform a combination of the following supportive functions, with

the percentage of time performing each function to be solely determined by

management based up on the particular requirements of the company.

• Perform other duties as assigned by the Front Office Manager.
• Complete daily checklists of duties, to assure that appropriate reports are
  
  

filed, and use analysis and judgement skills when preparing room discrepancy

report.

• Pre-Register all VIP’s and Hilton Honors Reservations so that the rooms may
  
  

be inspected, and at the same time to ensure amenities are delivered to the

correct rooms.

• Transmit daily HHonors and airline bonus mileage accounts.
• Prepare daily forecast of expected arrivals and departures using analysis and
  
  

judgement skills

• Operation of office equipment such as facsimile and photocopier as needed
• Respond promptly to guest requests for a supervisor or manager.
  
  

Specific Job Knowledge, Skill And Ability

• Ability to effectively deal with internal and external customers, some of
  
  

whom will require high levels of patience, tact, and diplomacy to defuse

anger, collect accurate information to resolve conflicts.

• Basic mathematical skills and considerable skill in the use and operation of
  
  

a calculator to prepare moderately complex mathematical calculations without

error.

• Ability to listen effectively and comprehend the English language to
  
  

understand and obtain instructions and information.

• Ability to see and hear in order to observe and detect signs of emergency
  
  

situations.

Work Experience & Education Requirements

• High school diploma or equivalent required. Some college preferred.
• One year combined Front Desk and Supervisory experience in hospitality or
  
  

related industry preferred.

• Additional language ability preferred.
  
  

Other

Assimilate into the Hilton Family Blue Energy culture through understanding,

supporting and participating in all elements of Blue Energy. Demonstrate

working knowledge of the service standards.

Regular attendance in conformance with the standards, which may be established

by Hilton from time to time is essential to the successful performance of this

position. Employees with irregular attendance will be subject to disciplinary

action, up to and including termination of employment.

Due to the cyclical nature of the hospitality industry, employees may be

required to work varying schedules to reflect the business needs of the hotel.

Grooming: All employees must maintain a neat, clean, and well-groomed

appearance (specific standards available as per company’s handbook).

Requirements

• Staff Supervision
• Guest Relations
• Hospitality Management
• Scheduling
• Conflict Resolution
• Training and Development
• Budget Control
• Performance Monitoring
• Front Office Operations
• Customer Service
• Diplomacy
• Mathematical Skills
  
  

HospitalityManagement & LeadershipCustomer Service & Support

Ready to apply?

Direct link to Resorts World New York City's application. We don't collect your data.

Apply on Ultipro →

Manager Guest Services

Resorts World New York City

Miami, FL

Apply on Ultipro →

Direct link to the employer.

More open jobs.

• Supply Chain Sales Account Executive
  
  

DoorDash USA

• Miami, FL
  
  

Full-time

• Chain Sales Team_Cruise Line Channel
  
  

Acosta

• Miami, FL
  
  

Full-time

• Assistant Restaurant Manager
  
  

Marriott

• Miami, FL
  
  

Full-time

Browse by role.

Switch specialty without losing your spot.

• Bartender
  
  

12 jobs

BLS median $32K

• Server
  
  

17 jobs

BLS median $34K

• Line cook
  
  

37 jobs

BLS median $36K

• Host
  
  

10 jobs

BLS median $31K

• Chef
  
  

18 jobs

BLS median $59K

• Restaurant manager
  
  

28 jobs

BLS median $63K

• Barista
  
  

10 jobs

BLS median $30K

• Busser
  
  

10 jobs

BLS median $31K

• Dishwasher
  
  

8 jobs

BLS median $31K

• All jobs
  
  

551 open

Everything live