• Hilton Hotels
  • $42,810.00 -63,020.00/year*
  • New York, NY
  • Customer Service/Call Center
  • Full-Time
  • 21 Warren St

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Job Description

What will I be doing?

As a Guest Services Manager you would be responsible for executing your position's responsibilities in alignment with our Spirit of Service culture and driving company success through performing the following tasks to the highest standards:

* 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 Quin/HGV S.O.P.'s.
* Carry a cell phone at all times.
* Prepare and conduct all Guest Services interviews and follow hiring procedures according to 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 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 that no-show revenue is maximized through consistent and accurate billing.
* Maintain 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 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 S.O.P.'s in its use.
* Ensure staff greet and welcome all guests approaching the Front Desk in accordance with S.O.P.'s.
* 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 Credit Manager..
* Coordinate all aspects of the ongoing implementation of the philosophy of service.
* Ensure correct and accurate cash handling at the Front Desk.
* Follow and enforce all credit policies.
* Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
* Maintain and monitor \"Lost and Found\" procedures and policies according to standards.
* Establish and maintain key control system.
* Ensure participation within department for monthly 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 required pars of all front office and stationary supplies.
* Review daily Front Office work and activity reports generated by Night Audit.
* Review Front Office log book and Guest Request log on a daily basis.


What are we looking for?

Hilton Grand Vacations is a leader in the vacation ownership industry, operating with an unwavering commitment to innovation, quality, and continued growth. At the core of our company's success are our Team Members. To fulfill this role successfully, you must possess the following minimum qualifications and experience:

* At least 5 years of progressive experience in a hotel or a related field; or a 2-year college degree and 3 or more years of related experience; or a 4-year college degree and at least 1 year of related experience.
* Supervisory experience required
* Flexible schedule required.

Associated topics: director, guide, leadership, management experience, manager, monitor, product support, senior, service manager, supervisor

* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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