Guest Services Manager Resume Samples

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A Anderson

Angus

Anderson

8626 Kutch Points

San Francisco

+1 (555) 682 1649

8626 Kutch Points

San Francisco

Phone

p +1 (555) 682 1649

Experience Experience

Houston, TX

Assistant Guest Services Manager

Houston, TX

Volkman LLC

Houston, TX

Assistant Guest Services Manager

Assist in maintaining procedures for security of monies, credit and financial transactions, and guest security. Check billing instructions and guest credit for compliance with hotel credit policy
Assist in supervising the front desk function; ensure staff is properly trained including service expectations, hotel facilities and services, local directions, property management and reservations systems, safety and emergency procedures, etc
Assisting in the preparation of departmental operation budget
Monitor performance and recommend corrective or disciplinary action. Alert management of potentially serious issues
Assist the manager in all aspects of operation and administration
Recommending & suggesting ideas to the Senior Management that could enhance the guest/colleague satisfaction and quality of service
Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier or other reports, preparing deposit, and counting/securing assigned bank

Phoenix, AZ

Guest Services Manager

Phoenix, AZ

Price LLC

Phoenix, AZ

Guest Services Manager

Works with the Director of Revenue, Front Office Manager, fellow Guest Service Managers to manage the daily room inventory to ensure revenues are maximized
Prepares work schedule for Duty Managers/ Night Manager
Develop and execute communication efforts (planning, tools, messaging) to inform, educate, engage and activate VIP Club members
Develop strong working relationships with all departments
Liaising with other service line manager’s and the wider facilities management team
Motivate, lead, coach and manage all aspects of team members’ performance toward achieving exceptional guest service and employee engagement results
Works harmoniously and professionally with co-workers and supervisors

present

Houston, TX

Guest Services Manager OE

Houston, TX

Crooks, Halvorson and Macejkovic

present

Houston, TX

Guest Services Manager OE

present

Works with the corporate training department to develop action plans as necessary to achieve expected guest satisfaction scores
Works with the hotel General Manager to achieve and exceed guest satisfaction scores in all areas of the hotel
Complete performance evaluations for front office staff timely
Frequently meets with and reviews work generated by the night auditor
Address performance deficiencies of front office staff through coaching and disciplinary actions
Is proficient at managing inventory in the property management system
Performs any other duties as requested by supervisor

Education Education

Bachelor’s Degree in Hospitality

Washington State University

Bachelor’s Degree in Hospitality

Skills Skills

Excellent communication and organizational skills; reading, writing, and oral proficiency in the English language
Ability to multitask, work in a fast paced environment and have a high level attention to detail
Knowledge of the city, activities, and restaurants. Willing to experience various restaurants and/or activities in the city to gain more knowledge of venues
Financial acumen and ability to drive revenue and profitably
Strong leadership skills with ability to coach, mentor, train and develop staff
Works harmoniously and professionally with co-workers and supervisors
Strong customer relationship building skills, and demonstrated passion for using creative solutions to exceed customer expectations
Ability to demonstrate positive behaviors, lead, and embrace change
Excellent Training and Development opportunities
Demonstrated ability to work under pressure

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15 Guest Services Manager resume templates

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Guest Services Manager Resume Examples & Samples

Intercept all guest issues and respond directly with guest and owners on behalf of the property
Conduct interviews and reference checks as well as organize and administer on-the-job training for new employees
Follow proper cash handling procedures outlined in the bank contract and the training manual
Develop strong working relationships with all departments
Assist the accounting department in resolving various billing issues on guest folios
Acting MOD on weekends and nights
Responsible for attending all company training classes
2+ years of front office supervisory experience preferably in a 4 or 5 diamond hotel property. Previous Hilton experience peferred but not required
Previous experience with scheduling, ordering/managing supply inventory
Able to motivate, mentor, and manage performance including corrective action to ensure continually high standards
Excellent interpersonal skills with a positive attitude and be guest focused
Neat, professional, and well groomed at all times
Self-motivated and have initiative - work with little supervision
Knowledge of Hilton property management system (OnQ) and reservations management preferred
Be able to stand for prolonged periods of time
Must be able to stand and walk for long periods of time
You can take advantage of amazing Hilton room discounts during your career with us! Hilton room discounts are offered at any Hilton property throughout the world.**

Guest Services Manager Resume Examples & Samples

Oversees part-time staff obligations including, but not limited to, recruitment, training, and discipline
Manages customer complaints by investigating incidents, generating reports, and following up with appropriate individuals/guests
Build and retain relationships between tenants, contractors, employees, and guests as it relates to the Guest Services department
Develop collateral materials for employees and guests such as event/department handbook, fan guide, etc
Research, review, and recommend equipment, materials, and supplies required for the department
Prepare and manage budget for all department related functions
Partners with Event Manager and related departments to execute all events at the Stadium
Meet with other stadium staff, building users, and tenants to communicate needs and plan according to event needs
Other duties and tasks as directed

Lifespa Guest Services Manager Resume Examples & Samples

1 – 2 years of leadership and customer service/receptionist experience in the salon and spa or retail industry
1 – 2 years of experience as a LifeSpa Coordinator preferred
Passionate and hold a commitment to living a healthy way of life

Guest Services Manager Resume Examples & Samples

Interviews, selects, trains, supervises, counsels and disciplines customer services staff to ensure maximum guest satisfaction
Schedules and directs ticket taker, usher and guest services staff in their work assignments
Investigates and resolves all customer complaints
Interacts positively with customers to maintain customer loyalty
Moves throughout the property and interacts with guests to provide information and respond to inquiries about products and services and obtain details about complaint
Responsible for actively ensuring complete customer satisfaction by checking to see if appropriate changes were made to customer's problems
Keep record of customer service interactions or transaction, recording details of inquiries, complaints or comments, as well as actions taken for resolution
Self- motivated, hardworking, team-player attitude
Work extended and/or irregular hours including nights, weekends, and holidays, as needed

Guest Services Manager Resume Examples & Samples

Establishes and maintains Target Center’s reputation for exceptional guest services and reduces liabilities by hiring, onboarding, training, evaluating, and managing the performance of all guest services representatives/ushers and usher supervisors
Maintain the proper image and generate positive public relations with Target Center guests
Create and implement guest services policies, practices, and procedures
Train and model exceptional customer service delivery to ensure consistent and outstanding service delivery
Follow up on all event related complaints and incidents
Ensure proper staffing placements as well as seating lay-outs, numbering of seats and Guest Services responsibilities for all Target Center events; oversee employee scheduling process and assess/order supplemental staff as needed
Maintain open communications between tenants, contractors, employees, and facility guests as it relates to the Guest Services staff
Review, identify, and implement day-to-day operational policies and procedures for the department
Monitor and process time and time exceptions for all part-time Guest Services staff in compliance with payroll procedures and deadlines
Understand and apply the collective bargaining agreement consistently for the usher staff
4-year college degree and 2 years of customer service management experience required OR equivalent combination of education and experience
4-year college degree and 3-5 years of customer service management preferred
Experience as a professional trainer preferred
Experience working successfully with large (50+), diverse, part-time staff preferred
Experience in special events/sporting events preferred
Proficient with Microsoft Word and Excel required; experience with Microsoft PowerPoint and ABImm/TMSS timekeeping software program preferred
Proven exceptional guest and client service capabilities
Must be highly organized, resourceful, quick learner, and able to handle multiple projects simultaneously
Exceptional interpersonal and telephone skills

Guest Services Manager Resume Examples & Samples

Bachelor’s degree in Business Administration, Sports Management, Hospitality and/or equivalent years of experience, and training
At least 5 years’ experience in an arena environment working sporting events, concerts, game management and production
Previous experience working with large groups of people/guests

Assistant Guest Services Manager Resume Examples & Samples

Ensure guests receive prompt, professional attention and personal recognition. Ensure guests are greeted upon arrival. Respond appropriately to guest complaints. Implement appropriate service recovery gestures in order to ensure total guest satisfaction
Frequently standing up behind the desk and front office areas
Use a keyboard to operate various property management and reservations systems, etc

Assistant Guest Services Manager Resume Examples & Samples

Assist in supervising the front desk function; ensure staff is properly trained including service expectations, hotel facilities and services, local directions, property management and reservations systems, safety and emergency procedures, etc
Monitor performance and recommend corrective or disciplinary action. Alert management of potentially serious issues
Up-sell rooms where possible to maximize hotel revenue
Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier or other reports, preparing deposit, and counting/securing assigned bank
Routinely check in/check-out guests, answer phones, take reservations and assist staff with job functions. May be responsible for issuing safe-deposit boxes to guest and ensuring the security of keys
Promote hotel services, facilities and outlets; provide guests with information such as local attractions and directions to increase guest satisfaction
Complete opening and closing shift duties, and communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up
Respond appropriately to guest complaints. Make appropriate service recovery gestures in accordance with established guidelines
Promote teamwork and quality service through daily communication and coordination with other departments
Perform other duties as assigned which may include guest room tours, concierge services, special guest requests, etc.)
Handling objects, products and computer equipment

Guest Services Manager Resume Examples & Samples

Selects, orients, and trains qualified associates
Supervises the day to day activities of the Guest Services staff and provides staff with the skills training to provide value added service to customers
Manage finances of Guest Services/Front Office operations including budget and inventory controls; analyze data and compile reports on expenditures, wages, labor, supplies, etc. in relation to hotel financial forecasts and budget
Implement and maintain all operating and quality standards established for Guest Services
Maintains procedures for credit control and handling of financial transactions
Coordinates staffing and payroll to conform with productivity and budgetary standards. Prepare schedules based upon occupancy and assign duties to workers and schedule shifts
Observe and monitor staff performance to ensure efficient operations and adherence to policies and procedures
Meets and exceeds customer expectations by ensuring department provides outstanding customer service
Utilizes leadership skills and motivation techniques in order to maximize associate productivity and satisfaction of direct reports
Plan and conduct staff meetings; attend various other related meetings to obtain and disseminate pertinent information
Ensure accurate communication of information and guest requests to all relevant departments
Ensures rooms types are not oversold and communicates rate and promotional changes to staff
Liaises with our Conference Services department and our group contacts to ensure that all of our groups' needs are well planned and achieved
Welcomes guests in VIP categories as well as repeat guests; recognize and anticipate their individual needs
Ensure that guest history records are accurately maintained and all repeat guests preferences are met
Be proactive by providing hands-on support during peak business times
High school education, GED, or equivalent experience required. Bachelors’ degree highly preferred
Minimum 5 years of experience working within Guest Services/Front Office required in a high volume hotel, conference center or resort with at least three of those in a supervisory role
Projects a professional and polished image that inspires confidence and trust. Must be able to abide by the company appearance standards and compliance with the designated uniform
Able to effectively deal with internal and external guests, some of whom will require levels of patience and tact to defuse anger, collect factual information and resolve conflict
Able to exercise good judgment in making decisions
Adept at managing fast paced environment and putting people at ease
Warm, personable and energetic demeanor with professional and pleasant phone manner
Exceptional oral and written communication skills in English
Must be able to work variable shift, weekends, holidays, and special events, as needed

Guest Services Manager Resume Examples & Samples

Maintain positive customer and associate relationships: Hire, train, motivate, recognize, coach and develop guest service associates through implementation of incentives and training plans; Ensure proper staffing and scheduling for maximum productivity; control payroll costs to achieve maximum profitability; Communicate priorities to staff through daily and weekly meetings (20% time)
Responsible for guest service expectations: Coordinate and verify guest reservation information; Manage strict room inventory to achieve highest possible room occupancy percentage; Manage guest accounts to ensure correct rates are being applied, appropriate rate authorization is obtained where necessary, and a method of payment is being received; Review incoming groups to ensure all blocking needs and front office requirements are met and relay information to appropriate staff (20% time)
Supports audit Standards: Own and manage the Internal Audit process; Ensure departmental compliance with Quality Assurance, Loss Prevention and safety standards procedures (15% time)
Manage and support all financial aspects of the department: Prepare annual department budget by indentifying areas of cost reductions, operational improvements, explanation of variances and analysis of expense data; Maintains cost control and appearance of retail inventory; other duties as assigned (10% time)
Understanding of resort financials
Demonstrated ability to work under pressure
Ability to accurately follow instructions, both verbally and written

Franchised Guest Services Manager Resume Examples & Samples

Oversee Guest Services to inspire loyalty and maximize profitability
Manage guest relations in the most positive and effective manner
Ensure compliance with brand standards as well as Pearl standards and procedures
Ensure that all department associates maintain hotel cleanliness, maintenance and asset management
Maintain effective and open communication
Be a highly motivated and enthusiastic leader
Conduct Pearl required daily and weekly meetings with enthusiasm and commitment to success
Train department associates to deliver the highest performance
Must be compliant of brand standards and Pearl standards and procedures
Train all personnel to deliver the best product at the highest brand and procedural standards
Proactively monitor guest satisfaction and effectively increase scores in each area
Interact positively with customers and take action to resolve issues to maintain high guest satisfaction
Effectively create a weekly schedule that reflects the occupancy for effective cost control
Must be able to conduct daily business with integrity and be ethical at all times
Must comply with security controls for cash and shift drops
Assists Valet / Front Desk as needed with unresolved issues which arise and takes a hands-on approach
Reviews pass-on log and security log for issues which need action
Performs the function of “manager on duty” and is the first point of contact for any issues that arise
Continuously evaluates the work performance of Front Desk Staff and provides ongoing coaching
Operational knowledge of reservation and national sales process
Ensure approved uniforms are being worn at all times with nametags
Treat guests, associates, vendors and co-workers with professionalism and respect at all times
Be able to work well under pressure and meet or beat deadlines
Perform other tasks that are deemed necessary to the success of Pearl, the hotel and the associates

Guest Services Manager Resume Examples & Samples

Acts on behalf of Hotel Management for all guest, colleague and security issues and ensures that all challenges are responded to with a sense of urgency
Is familiar with all key emergency/crisis responses and takes the lead in any situation that may occur while on shift
Communicates effectively with all hotel departments with all relevant information and required follow-ups
Promotes strong interaction and teamwork with all hotel departments
Makes certain that all Fairmont Château Laurier policies, procedures & Corporate standards are known, followed and acted upon at all times
Ensures the achievement of divisional financial objectives through practices such as creative scheduling as well as consistently monitoring productivity and ensuring the accurate administration of payroll
Works with the Director of Revenue, Front Office Manager, fellow Guest Service Managers to manage the daily room inventory to ensure revenues are maximized
Audits and completes Accounting transactions for several areas, including: rate verification for all rooms, audits, closing procedures for the computer systems and others
Continuously develops, promotes and supports a service culture in keeping with the standards of Fairmont Hotels & Resorts, leading to outstanding LQA service audit results
Ensures the highest quality of colleague training and monitors performance on an on-going basis
Actively participates in all facets of employee development including: Recruitment, Interviewing, selecting training, developing & promoting outstanding people
Conducts employee performance reviews and effectively manages employee relations
Participates actively in the achievement of JD Power Guest Satisfaction initiatives
Takes ownership in the achievement of Colleague Engagement Survey objectives
Promotes and enforces the hotel’s Health & Safety standards
Minimum one (1) year previous Front Office leadership experience in a luxury property a must
Excellent interpersonal skills, with proven service leadership skills and the ability to inspire colleagues to deliver outstanding service
Ability to handle day-to-day operations of the Front Desk and the hotel in general, with excellent business acumen in the absence of Senior Management
Excellent written/spoken English is required as well as good written/spoken French
Knowledge of Opera Property Management System, Micros/Fidelio system, other core technology applications essential as well as experience with Microsoft Office Suite programs
Computer troubleshooting experience would be an asset
First Aid/CPR Certification an asset
Must be available to work variable shifts including overnights

Assistant Guest Services Manager Resume Examples & Samples

Responsible for maintaining the overall operation of the Guest Services Department: Assist Guest Services Manager in the daily operations of the department, handle guest issues to resolution and monitor guest satisfaction by evaluating surveys. Ensure the Guest Services Department meets quality, internal, and loss prevention standards. Identify process improvements and best practices. Provide feedback and develop processes to improve the guest experience. Coordinate and verify guest reservation information to maximize occupancy and oversee the compilation of weekly reservations and occupancy statistics as required. Demonstrate a passion and understanding of company goals, concepts, practices, and procedures for managed work group(s) and how they support related operations. ( 35 % time)
Maintain positive customer and associate relationships: Embrace and exhibit the highest level of ethics and integrity consistent with Wyndham standards, demonstrate an ability to motivate and communicate expectations with humility and respect. Assist Guest Services Manager in attracting, coaching, training, and retaining talent by engaging and showing a genuine passion to develop others. Partner with Guest Services Manager and Human Resources to minimize employee relations issues with particular emphasis on documentation, harassment and discrimination. (35%)
Collaborate with Guest Services Manager in preparation of annual department operating budget: Monitor monthly expenses, with emphasis on wages, variances, preparing schedules, ordering, inventory management, and other administrative duties as needed. Ensure the Guest Services department meets all Internal Audit, Quality Assurance, Loss Prevention, Resort Operating Procedures, and Guest Service Department Operating Procedure standards. ( 15% time)
Build a “Count On Me” Culture: Continuously exhibit the company’s Count on Me philosophy; be responsive to the needs of our guests, associates and all we come into contact with on the job, be respectful in every way; deliver a great experience. (10% time)
Ability to communicate effectively with employees, guests and owners
Ability to demonstrate good judgment when dealing with guests and staff members
Two years of supervisory/management experience
Hotel / hospitality or vacation ownership experience preferred

Guest Services Manager Resume Examples & Samples

Develop and execute communication efforts (planning, tools, messaging) to inform, educate, engage and activate VIP Club members
Develop VIP Club related graphics and contents
Work closely with vendors on daily maintenance and operating on VIP Club communication channels, including but not limited to Website, Email and Wechat
Update and maintenance of operating guidelines and documentation in multiple communication platforms
Responsible for VIP Club Collateral development
3years’ experience in Marketing, Advertising or Communication business
Bachelor’s Degree or equivalent, Design, Journalism, Marketing, Liberal Arts
Strong Photoshop skill and Bilingual writing skill
Ability to operate independently and demonstrated strong communication skills
Detailed experience with project management and delivery deadlines
Fluent in Mandarin & English, written and oral
College degree or equivalent, and above
4 years of work experience in hospitality or guest service industry
Excellent communication skills, which includes the ability to communicate delicate and difficult messages in a convincing and collaborative manner
Ability and willingness to be flexible in working hours, both in office and on site, based on needs
Demonstrated passion in delivering top-level, detailed oriented excellent services at every point of contact with members
Computer literacy (Word, Excel, PowerPoint, Outlook)
Proficiency in writing, reading and speaking Mandarin and English
Third language is a plus, not essential

Guest Services Manager Resume Examples & Samples

3-5 years progressive front office experience with at least two years at the front office supervisory level in a luxury hotel
Must possess strong interpersonal skills with emphasis on professional communication and organization
Must be computer literate and proficient with the Microsoft Office Suite and hotel property management systems (preferably Opera)
A degree or diploma in Hotel Management or equivalent preferred

Guest Services Manager Resume Examples & Samples

Coaching nature and empathetic approach to leadership, positively Impacting the guest and colleague experience
Effective communications with all departments with specific focus on Front Office, Housekeeping and Grounds
Building effective relationships with Business partners
Strategic planning and vision of the dept
Prepare departmental operation budget
Aware of industry trends, and enhancements to product and service offerings within the field
Track and address all guest comments and concerns
Achieving budgeted revenues and efficient cost controls related to supplies and operating expenses
Enhance and monitor environmental initiatives and recycling programs within the department
Ensure a safe work environment is maintained at all times and that all colleagues are committed to working safely
Plan, organize and implement special projects
Must be highly organized, energetic and possess the ability to work well under pressure
Excellent working knowledge of Property Manager, Word and EXCEL

Guest Services Manager Resume Examples & Samples

Supervise Guest Service employees to ensure prompt and complete resolution of guest calls and requests
Over see Guest Service Agents and ensure all telephone calls/inquiries are answered within three rings and using proper telephone etiquette
Ensure each employee is expected to carry out, within their capabilities, all reasonable requests by management
Track all guest issues from various sources and report results. Identify trends for resolution
Address complaints; serve as Manager on Duty as needed
Ensure all guest requests/issues are logged
Track and maintain records of all guest issues and recovery from Sterling/Guest Alerts/Glitch Log/Revinate in HotSOS
Ensure that all department equipment is in proper working condition and that department areas and storerooms are clean
Perform departmental administrative duties
Assist in recruitment, hiring, training, orientation of and communication to department personnel
Schedule and supervise staff to ensure prompt, friendly, and attentive service
Responsible for training of Guest Service employees and provide evaluation of employee performance
For Union properties only: Must possess a minimum of three (3)to five (5) years Hotel operational experience in a Union environment. Must have strong and proven knowledge and practice of Hotel Collective Bargaining Agreements (will be subject to a skill test during interview process)
Ability to work independently and to partner with others to promote an environment of teamwork

Assistant Guest Services Manager Resume Examples & Samples

Responsible for day to day organization of guest inquires, information availability, door and bell team’s structure, and overall guest satisfaction at the point of entry/departure as well as throughout the stay
Executes initiatives to promote and achieve service goals and standards with ultimate goal of surpassing JD Power Service Goals for the hotel
Focuses on Colleague Engagement Initiatives through team building, recognition, problem resolution and providing all necessary tools for colleagues to achieve annual Colleague Engagement Survey Goals
Completes Daily Payroll and biweekly payroll summary in ADP
Conducts daily shift briefings with all scheduled colleagues within bell and door teams to highlight the days expected business levels, noteworthy functions and daily service reminders
Completes weekly scheduling while maintaining expected labour standards as determined by Watson Labour Management Tools
Assist in the training and developing of colleagues in such a manner as to ensure the highest level of guest service and satisfaction
Monitor and develop colleague performance by assisting with annual performance reviews and quarterly professional development interviews
Ensure that Bell Captains Desk as well as Front and East doors are covered at all times, matching the traffic flow and service staff in conjunction with labour guidelines
Assist the Guest Services Manager to oversee and foster a team spirit amongst all Guest Services colleagues
Ensures awareness of all hotel activities and services in addition to key city events
Oversees the lobby area for cleanliness, maintenance, security and functionality
Responds to all emergencies involving the hotel or its guests, utilizing developed emergency procedures
Coordinates with the Rooms Manager, Guest Services to conduct monthly communication meetings with staff complete with minutes
Keep accurate records of deliveries and events in the designated logs
Assist the Rooms Manager, Guest Services to encourage staff participation in special events
Participate in line duties as required
Liaise with the Tour and Travel Office on a daily basis with regards to tour arrivals, departures and special requests
Liaise with Sales, Conferences Services and Catering Department to ensure accuracy with resumes and to attend Pre Con meetings in the event that the Rooms Manager, Guest Services is absent
Assists with implementation if new policies and procedures in the Guest Services Department
Assists with disciplining staff following Royal York colleague guidelines and Fairmont Code of Ethics
Works closely with the Bell Captains and ensure smooth shift changes
Solid knowledge of Front Office Procedures
Minimum of two years previous Guest Services and/or Front Office supervisory experience
Strong ability to work effectively within a dynamic management team with shared responsibilities
Highly organized, career and result oriented with the ability to be flexible with hours and days off
Hospitality Management degree or diploma is an asset
Previous working knowledge of Property Manager, Microsoft Office, ADP Payroll Systems and Watson Labour Management an asset
Strong Guest Service orientation
Proven commitment to health and safety
Knowledge of unionized work environment
Excellent interpersonal skills with strong written verbal communicational abilities
Adhere to time lines
Strong managerial skills with a record of positive people skills, team leadership abilities and proven guest service record
Available for shift work including weekends and holidays

Guest Services Manager Resume Examples & Samples

Maintains a high level of professionalism in all aspects of job performance
Ensures our Fairmont President Club members are recognized upon arrival, receiving a warm greeting and appropriate assistance
Ensures Fairmont standards, procedures, and practices (LQA, KIT, JDP) are followed by providing the highest quality of colleague training, monitoring performance and providing coaching on an on-going basis
Policies are in place and maintained to prevent damage and loss of guest’s belongings and hotel property. Responsible for regular maintenance of equipment including hotel vehicle(s) , golf clubs, bikes and bell carts
Ensures the achievement of financial objectives through accurate staffing and scheduling, consistently monitoring productivity and ensuring the accurate administration of payroll
Develops an engaged, enthusiastic and guest driven team through recruitment, personal and professional development and reward
Promotes positive colleague relations through an environment that encourages open communication trust and mutual respec
Plans regular and effective communication with all Guest Services colleagues through individual and departmental communication meetings and Pre-Shift briefings
Cooperates, coordinates and communicates with other departments of The Fairmont Empress to ensure the highest level of Guest Service is maintained
Ensuring that all Health & Safety standards are met, procedures followed, and that employees have the correct knowledge and tools to work safely. Member of the Emergency Response Team
Provide leadership support in the absence of the Front Office Manager
Performs any and all other tasks which are assigned by management
Minimum 2 years' previous supervisory/management experience in Front Office operations
Knowledge of computerized Front Office systems required with emphasis in Property Manager
Proficiency in Word and Excel. Excellent written and verbal communication skills required
Superior leadership and coaching skills with a proven track record of developing and motivating career minded Front Office professionals
Ability to work independently and prioritize responsibilities and handle a multitude of tasks, colleagues and guest requests
Highly organized, results-oriented with the ability to be flexible and work well under pressure
Passion for guest service, strong guest service orientation and training skills background required
Must be physically able to lift luggage and possess a valid class 5 driver’s license with clear abstract

Guest Services Manager Resume Examples & Samples

Develop, implement and maintain guest focused service initiatives
Motivate, lead, coach and manage the performance of all team members
Facilitate and participate in the training of new and existing team members
Work closely with other departments to ensure seamless guest service experiences
Previous PMS experience preferred

Guest Services Manager Resume Examples & Samples

Consistently offer professional, engaging and proactive guest service while supporting fellow Colleagues
Motivate, lead, coach and manage all aspects of team members’ performance toward achieving exceptional guest service and employee engagement results
Assist the Director of Front Office Operations in managing all aspects of Front Office Operations, providing support to Guest Service Agents and leading the team in the absence of the Director
Follow and ensure compliance with all corporate, hotel and departmental policies and procedures
Participate in hotel committees
Perform any other function related duties and projects as assigned
An undergraduate degree in Hospitality Management is strongly preferred
Minimum of 3 years’ supervisory experience in Front Desk / Guest Relations / Guest Services role in a luxury hotel environment is required
Proven strong organizational and analytical skills

Guest Services Manager Resume Examples & Samples

Participate in the development of business strategies which are aligned with the overall objectives of the hotel
Help to develop and implement strategies for front office, bell staff, parking, housekeeping, van service, etc. that support achievement of the hotel’s goals as it relates to enhancing our SALT scores ( Guest service scores)
Monitor status regularly and adjusts strategies as appropriate
Develop and implement processes and procedures for assigned departments which support achievement of service. To include: Implementing, monitoring and evaluating all action plans set for the as it relates to increasing our service and cleanliness scores
Prepare and analyze reports in order to develop an informative database for decision
Create guest satisfaction by providing associates with the training and resources they need to maximize associate engagement and deliver exceptional service and teamwork
Communicate and reinforce the vision for exceptional service to associates
Ensure that associates provide exceptional genuine hospitality and teamwork on an ongoing basis
Seek opportunities to improve the guest experience by seeking guest feedback and reviewing management reports and developing strategies to improve department and hotel services
Participate in the development and implementation strategies and practices which support associate engagement
Attend all department and hotel meetings as necessary
Be a leader and a role model to all associates
Follow Standard Operating Procedures (SOPs)
Performs other tasks as assigned by the general manager
Must have the ability to communicate in English. Self-starting personality with an even disposition. Maintain a professional appearance and manner at all times
Can communicate well with guests
Must be willing to “pitch-in” and help co-workers with their job duties and be a team player
Superior Communication (written & verbal) & Customer Service Skills
Previous experience working with OnQ Hospitality Property Management Systems preferred
High level of professionalism
Demonstrated ability to multi-task, manage time (faster-than-average pace), meet deadlines and work well under pressure
Two+ years of progressive, related hotel front desk or guest service positions preferred
At least 3 years of Management experience preferred. Experience in a similarly sized hotel/rooms operation highly desired
Must be able to lift up to 15 lbs. regularly and up to 50 pounds occasionally

Assistant Guest Services Manager Resume Examples & Samples

US work authorization is required unless candidate is currently in a managerial position at a Four Seasons location. Current Four Seasons managers may qualify for L-1 visa sponsorship
2016 Awards/Accolades
Talavera named recipient of Four Diamond Award
Talavera named recipient of Four Star Award
Spa named recipient of Four Star Award
Smart Meetings Recipient of Gold “Smart Star Award” for Best Desert Hotel
Meetings & Conventions Recipient of “Gold Key Elite Award” for Best Boutique Property in the Southwest
Golf Digest Recipient of “Editor’s Choice” Award
Golf Magazine Recipient of Gold Award and Top Resort in Arizona for 2016/2017
Arizona Foothills Talavera named recipient of “Best Outdoor Dining” and “Best Date Spot”
The position requires a flex schedule with ability to work AM and PM shifts including weekends and holidays
1- 2 years previous management/supervisory hotel/resort experience or experience in similar position
Must be able to stand on feet for at least eight hours
Must be able to communicate clearing in English, written and verbal

Franchised Guest Services Manager Resume Examples & Samples

Assigns rooms to guests. Manages accounts both of transient and group guests
Serves as a primary liaison to guests in support of Front Desk agents. Handles stressful situations; makes mature and knowledgeable decisions
Daily management and scheduling of front desk agents and bell-person staff
Work with all hotel departments in TEAM fashion
GSS/Marriott captain! Handles all guest complaints or problems to exceed guest expectations
Answers inquiries pertaining to the hotel services; registration of guests; and shopping, dinning, entertainment and travel directions
Handle all guest service requests and supervision of agents on duty
Revenue forecasting duties weekly with Revenue Team
Keeps records of room availability and guest's accounts
Operates and trains others on the PMS Marriott system
Compute and adjust all credit card payments daily in accordance with hotel accounting standards
Computes bills, collects payment and balances daily by shift
Works closely with Controller to ensure all accounting standards are met
Work in accordance with Marriott brand standards
Ability to work weekends, evenings, and occasional holidays
Provides a professional image at all times and is able to handle daily hotel scenarios
Full knowledge of all Marriott and Brighton Management standards relating to hotel operations
3-5 years of comparable Hotel Management experience
College degree in hospitality or business is a plus
Marriott or Brighton hotels experience a plus
Span of management to exceed 10 team members
Ventura County or California hospitality experience

Assistant Guest Services Manager Resume Examples & Samples

Rooms division and supervisory experience preferred
Able to assist with Bell, Valet, and Lei Greeting functions
Must have a clean driving abstract

Lifespa Guest Services Manager Resume Examples & Samples

Greets guests in a timely and friendly fashion and ensures guests are comfortable throughout their LifeSpa experience
Demonstrates exceptional customer service to exceed guest expectations
Provides body care and massage services through a variety of modalities
Serves as an expert in muscle and body analysis and maintenance regimens
Educates guests in recommended retail products to continue homecare
Consistently increases guest retention by building relationships and pre-booking
Drives service and retail awareness through LifeSpa designed promotions and events
Proactively develops new clientele while building current guests relationships
Participates in promoting self to build business with club interaction and referral program to educate members about hair benefits and to build clientele
Responsible for living the Life Time Mission, Vision and Core Values
LifeSpa offers a selection of product lines for their guests: (varies by location)
1-2 years of Massage Therapy experience preferred
Has strong professional presentation, technical ability and relationship building skills
Although not necessarily required to be skilled in advanced body care such as Myofascial Release, Stone Therapy, Pregnancy, proficiency in these skills may benefit employment opportunities

Guest Services Manager Resume Examples & Samples

Oversee daily operations in all Guest Services departments and manage all Guest Service operations to include, but not limited to, guest luggage and package storage and delivery, message delivery, valet and parking services, gratuity distribution, systems management, budget and forecasting, department management, policy and procedure implementation and enforcement and meeting participation and facilitation
Manage administrative projects and ensure adherence to established quality standards. Works directly with the team to set the desired expectation, make sure they have the tools needed to perform their roles effectively, and monitor continued growth and progress of team member performance to include, but not limited to, providing supervision, scheduling, conducting counseling and evaluations and delivering recognition and reward
Monitor SALT feedback and scores in order to continually grow team member engagement with our guests. Monitor and assess service and satisfaction trends, evaluate and address issues and make improvements accordingly
Hires, supervises, counsels, disciplines, and evaluates all guest services department team members. Action items include, but are not limited to, sales programs, payroll costs, and review of logs in order to follow up on guest concerns
Attend Pre-Convention Meetings and meet with group contacts to plan and schedule accordingly for arrival, departure, amenity deliveries, and any special requests that may arise during their stay
Interacts positively with customers and take action to resolve problems to the satisfaction of parties involved
2 years of hospitality experience required, preferably in a high volume luxury hotel environment
1 year of management or supervisory experience in a guest services or front of house customer service department required
Schedule flexibility, able to work nights, weekends, graveyard shift

Assistant Guest Services Manager Resume Examples & Samples

Well developed Communication and Customer Relations Skills
Well developed Computer Skills particularly in the use of MS Office, email and hotel Property Maintenance System (preferably Opera)
Good trainer, able to facilitate at all level
Desired comprehensive knowledge of business needs, financial reporting and productivity requirements
Minimum 2 years work experience as Assistant Manager-Guest Services or 4 years as Team Leader- Guest Relations in a hotel

Guest Services Manager Resume Examples & Samples

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 Wyndham S.O.P.'s
Carry a cell phone at all times
Prepare and conduct all Guest Services interviews and follow hiring procedures according to Wyndham 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 varience, 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
Review Guest Services staff's worked hours for payroll compilation and submit to Accounting on a timely basis
Ensure that no-show revenue is maximized through consistent and accurate billing
Maintain Wyndham 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 Wyndham S.O.P.'s
Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments
Monitor proper operation of the P.B.X. console and ensure that employees maintain Wyndham S.O.P.'s in its use
Ensure staff greet and welcome all guests approaching the Front Desk in accordance with Wyndham S.O.P.'s
Ensure implementation of all Wyndham policies and house rules. Understand hospitality terms
Ensure sign off of all Service Standards by Position for Guest Services staff
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
Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department
Coordinate all aspects of the ongoing implementation of the Wyndham philosophy of service
Ensure correct and accurate cash handling at the Front Desk
Follow and enforce all Wyndham hotel credit policies
Maintain and monitor "Lost and Found" procedures and policies according to Wyndham standards
Establish and maintain key control system
Ensure participation within department for monthly Wyndham Way team meeting
Focus the Guest Services Department on their role in contributing to the Guest Service and audit scores
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
Be familiar with all corporate sponsored programs such as airline mileage, Triple Upgrade, or V.I.P. programs, and the standards and procedures for each
Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs
Conduct meetings according to Wyndham standards as required by management

Assistant Guest Services Manager Resume Examples & Samples

To consistently offer professional, friendly and engaging service
To lead and assist the Guest Services Manager in all aspects of the guest services ront office department and ensuring all service standards are followed
To follow all safety policies
Computer literate in Microsoft Window applications an asset

Guest Services Manager Resume Examples & Samples

Ability to read, analyze and interpret complex documents
Ability to create and interpret business communications and reports
Minimally intermediate computer skills with basic mathematical skills
Highly skilled in solving practical problems, using good judgment to deal with a variety of variables in guest and business solutions
Excellent interpersonal and service skills Ability to resolve conflict, thin on their feet, influence and mentor others
2+ years of management and/or supervisory experience
Associate's degree/College Diploma or relevant work experience
VOICE Certified
Years of management and/or supervisory experience

Assistant Guest Services Manager Resume Examples & Samples

Motivates Guest Services staff to execute service at the highest level, while delivering it in a manner that is authentic
Interviews, trains and schedules the Guest Services staff, as well as conducts performance evaluations and corrective interviews as needed
Responds properly in any resort emergency or safety situation
Works harmoniously with co-workers and supervisors

Franchised Assistant Guest Services Manager Resume Examples & Samples

Supervise Front Desk staff: hiring, firing, performance evaluations, training, and development. Schedule staff according to labor standards and forecasted occupancy
Answer inquiries pertaining to hotel services, registration of guests and shopping, dining, entertainment and travel directions. Keep records of room availability and guest's accounts. May make, confirm and cancel reservations for guests
Understand and enforce the hotel company credit policies. Account for all cash and makes deposits in accordance with hotel and company policies
Manage the reservation function to maintain highest possible room occupancy and average daily rate through suggestive selling by employees
Receive departmental related guest complaints and ensures corrective action is taken
Take responsibility for assigned employees in the absence of the Department Manager, assign work, and ensure proper performance of assigned employees
Participate in the preparation of the annual departmental budget
Speak clearly and listen carefully
Use personal judgment and specialized knowledge to give information to people
Communicate well with many different kinds of people
Change easily and frequently from one activity to another such as from typing to interviewing, to searching in a directory, to using a telephone
Minimum one (1) year guest services, general office, accounts receivable or customer service experience; OR an equivalent combination

Guest Services Manager Resume Examples & Samples

Welcomes guests and fosters customer loyalty through his/her friendly manner
Develops high quality relationships with guests throughout their stay
Handles any guest complaints or contentious issues that cannot be settled directly by team members and provides a rapid solution

Guest Services Manager Resume Examples & Samples

Perform any other job related duties as assigned. Must have the ability to communicate in English. Self-starting personality with an even disposition. Maintain a professional appearance and manner at all times. Can communicate well with guests. Must be willing to “pitch-in” and help co- workers with their job duties and be a team player. Requires the exercise of considerable managerial skill as position involves frequent decisions, meeting of deadlines, negotiations of contracts of vendors, analytical ability and the planning, organization development and coordination of large scale work projects. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts. Complex mathematical skills and considerable skill in the use of a calculator to prepare complex mathematical calculations without error, i.e. budgets, forecasting. Ability to be mobile for significant distances between and within buildings on the property. Ability to observe performance and detect signs of emergency situations and respond with proper action
Advanced knowledge of the principles and practices within the Rooms & Food & Beverage disciplines, as well as overall Hotel operations
Project management and quality management experience is mandatory
Ability to communicate effectively with all levels of guests, associates, and management
Ability to lead and inspire a large team

Guest Services Manager Resume Examples & Samples

Bachelor’s degree in organizational leadership, hospitality, tourism, business management, student affairs and/or related field
Three years of professional experience in an administrative function in college/university student housing, conference/event operations or student affairs
Experience supervising and scheduling staff

Lifespa Guest Services Manager Resume Examples & Samples

Provides various hair cutting, chemical, shampooing, conditioning, styling and finishing techniques
Serves as an expert in hair analysis and maintenance regimens
Consistently increases guest retention by building relationships and prebooking
Is responsible for living the Life Time Mission, Vision and Core Values
LifeSpa offers a selection of product lines for their guests (varies by location)
1-2 years of Stylist experience preferred
Has strong professional presentation, technical ability and relationship building
Actively participates in advance training or ongoing education in specific skill trade at Life Time

Assistant Guest Services Manager Resume Examples & Samples

Provide guidance and assistance to Guest Services Supervisors and team members including implementation of programs, procedures, departmental standards, team member training, scheduling
Assist Guest Services Manager in preparation of and adherence to departmental budgets and strategic plans
Responsible for assisting the GSM monitoring of rooms inventory, rate and plan availability
Work with the GSM to ensure adequate staffing levels for all departments. Coordinate schedules, payroll and expenses to meet or fall below budget
Work with the GSM to provide evaluations, coaching and development for Guest Services team members. Create and implement training and development plans
Maintain all operating and quality standards established for Guest Services
Maintain procedures for credit control and handling of financial transactions
Follows all Occupational Health and Safety regulations
Answer inquiries pertaining to hotel policies and services and resolve guests' complaints and concerns in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily
Minimum 3 years of experience working within Guest Services/Front Office required in a high volume hotel, conference center or resort with at least one of those in a supervisory role
Ability to work collaboratively and communicate effectively with team members at all levels of the organization
Valid, clean driver’s license
Computer literate: Strong proficiency in MS Office (Outlook, Word, Excel, Power Point. Adaptable to learning new and customized software programs)

Guest Services Manager Resume Examples & Samples

Serves as “Seller” function of the Simon Property Group Giftcard program, Simon Kidgits Club program, Ticketmaster, other payment products, and / or other mall programs
Oversees daily financial management (including responsibility for own deposit and reconciliation) of all initiatives sold at Simon Guest Services including Simon Giftcards, Simon Kidgits Club, Ticketmaster, and Simon Youth Foundation
Ability to respond to customer inquiries and advise on the appropriate resolution
Responsible for communicating goals and performance expectations for all team members to achieve stretch for SBV/Local/Regional initiative
Manages staffing and schedules for Simon Guest Services
Ability to capture additional information from consumers transacting or not transacting at Simon Guest Services (e.g. email or mobile information, charity donations); in addition to administering research questionnaires
Provides support and assistance to co-workers and to other departments as requested by supervisor; participates in team meetings and efforts to implement the center’s projects and achieve the center’s goals
Ensure compliance with all policies and procedures pertaining to Simon programs including Simon Giftcards, Kidgits, Ticketmaster, Simon Youth Foundation, Blackhawk Retailer Program, Gift with Purchase programs and other SBV initiatives
Solid mathematical skills
Aptitude for understanding financial reports and extracting information
Effective verbal and written communication
Strong organizational and interpersonal skills with attention to detail

Area Guest Services Manager Resume Examples & Samples

Serves as “Seller” function of the Simon Property Group Giftcard program, Simon Rewards, other payment products, and / or other mall programs
Oversees daily financial management (including responsibility for own deposit and reconciliation) of all initiatives sold at Simon Guest Services including Simon Giftcards, Simon Rewards and Simon Youth Foundation
Responsible for representing Simon to customers by providing high quality, efficient, and friendly service
Responsible for maintaining a professional physical appearance of Simon Guest Services including marketing materials; signage, displays, and ensuring that all displayed information is current and relevant
Trains new Guest Services Representatives on policies and procedures of the Simon Property Group in addition to activities, promotions, and services provided at Simon Guest Services
Directly supervise the performance of guest services staff to ensure a productive work environment; which includes recruiting, interviewing, hiring, and training of all Guest Services Representatives, as well as conduct all necessary discipline procedures, annual job reviews, and HR payroll increases as defined by Simon’s policy and procedures
Maintains a good rapport with mall staff, regional staff, home office, and partner representatives and provides feedback regarding key areas
Knowledgeable about all aspects of SBV corporate and partner programs in order to ensure products and programs are sold to customers with flawless execution
Serves as a liaison to tenants in communicating SBV and local marketing initiatives including but not limited to Simon Giftcards and payment product program (personal and corporate sales), Simon Kidgits Club, Retailer Showcase, and Ticketmaster
Ensure compliance with all policies and procedures pertaining to Simon programs including Simon Giftcards, Simon Rewards, Simon Youth Foundation, Blackhawk Retailer Program, Gift with Purchase programs and other SBV initiatives
Assists in the marketing of the center to tenants as well as Guests with the expectation of improving Guest and tenant perception of the center
Develop programs to build incremental personal and corporate gift card sales through research, marketing efforts and networking events
High school diploma or equivalent. Some college or professional school preferred
3-5 years administrative office experience (office management preferred) in a fast paced environment
Knowledge of administrative procedures, customer service principles and practices
Strong working knowledge of various computer software such as Microsoft Office, JD Edwards, OneWorld, and Web based input software
Ability to prioritize, coordinate, multi-task and demonstrate initiative
Ability to work a flexible schedule including weekdays, weeknights, weekends, and holidays

Guest Services Manager Resume Examples & Samples

Manages the staff at the Guest Services. Directs all activities to ensure communications and follow-up on any problems, guest requests or special requirements. Interviews, trains and schedules the staff. Conducts Performance Evaluations and disciplines staff when needed
Reviews and monitors schedules of staff within the department, Guest Services Coordinators, Valet Attendant, Bell Attendant, Resort Drivers and Pueo Attendants. Monitors their activities to assure that standards are being met, staff is being supported and guest needs are being met
Resolves customer complaints and handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner. Interaction with guest will be in person and by phone
Coordinates arrivals and departure requirements. Ensures any discrepancies are resolved. Reviews daily arrivals to ensure proper handling of Special Attention Guests, Return Guests, Groups, Curb Sides and Club Guests
Checks in and out guests from their room ensuring that all check in and check out standards are met. Assists valet and door attendants in ensuring check in and check out standards are met
Utilizes a variety of computer systems to ensure guests are being checked in into the appropriate room

Guest Services Manager Resume Examples & Samples

Ensures that Guest Services colleagues are well trained and prepared for the hotel emergency procedures
Ensures that the driveway traffic is managed effectively
Ensures all Guest Services colleagues adhere to the material outlined in the Fairmont Code of Ethics
Assists the Housekeeping and Engineering department by reporting cleanliness / defect issues found either on the hotel driveway or in the lobby areas
Closely works with Royal Service department with regards to fax deliveries and ticket escalations
Annual Performance reviews
Assumes full responsibility of the Guest Services department
Fosters a warm and caring service culture while maintaining our Fairmont Service Promise culture
Represents the Guest Services department by attending all relevant meetings, and prepares the relevant reports and follow-up as requested
Recruits new team members and ensures that they are provided with initial and on-going training, mentoring, and support
Consistently has a presence with our colleagues / lobby / public areas while balancing the administrative needs of the position act as lobby ambassador when applicable
Ensures departmental schedules reflect our service commitments, colleague needs and business-productivity commitments
Ensures overtime is maintained to a bare minimum and tracked correctly on a daily basis
Ensures all porterage is posted as per the agreed terms and conditions
Ensures that our colleague's appearance is always reflective of our grooming standards and that they are always in a clean and proper uniform. *Conducts daily shift briefings ensuring that our colleagues are well informed and prepared to deliver outstanding service
Conducts monthly communication meetings with all colleagues and documents and posts minutes
Ensures that the department's equipment is well cared for and properly maintained
Progressive track record of managing in a union environment
2- 3 years experience in Rooms management with solid operational knowledge
Degree in Hotel/Restaurant Management or related discipline a strong asset
Ability to analyze data and trends and create strategies for improvement
Results oriented with the ability to be flexible and work well under pressure
Must be able to lift a minimum of 30lbs or more
Position requires 80% of standing
Must be flexible to work schedule as business demands require
Excellent interpersonal skills, with strong written and verbal communication abilities
Creative and effective team player, possessing a high degree of professionalism, strong communication, interpersonal and administrative skills; ambition, drive and determination

Guest Services Manager Resume Examples & Samples

Ensure that guest service standards are being applied consistently and all hotel and departmental policies and procedures are followed
Conduct daily pre-shift meeting to include Vail Resorts standards of the day and safety topic of the day
2+ years of front office supervisory experience
Neat, professional, and well-groomed at all times
Knowledge of LMS preferred

Guest Services Manager Resume Examples & Samples

Responsible for the overall Guest Experience delivered by the Guest Services Team
Liaising with other service line manager’s and the wider facilities management team
Responsible for providing all Guest Experience and Security related management information
Managing team performance and implement best practice to ensure impeccable service
Managing team rota’s, holiday, sickness and training
Responsible for all physical building security aspect
Responsible for all computer based security systems and CCTV
Plan and implement security procedures alongside client internal group security team
Responsible for communicating and escalating all customer and security impact
Leading and managing security investigations
£26,000 - £34,000 per annum
Generous holiday entitlement – 25 days plus 8 bank holidays
Private health insurance

Guest Services Manager Resume Examples & Samples

Responsible for the overall Grand Living experience ‘Division of Responsibility' alignment
Welcomes, entertains and hosts our Guest; performs effective floor leadership activities while setting the pace and energy in the store
Highly engaged in how our Guest shops; understands the competitive landscape and is well versed in Frontgate on social platforms
Provide experiences through in-store events, educational workshops and hiring best in class Baristas to serve our Guests
Partner with Visual Merchandising Manager on product and assortment needs to ensure store is full and abundant and visually compelling
Provide a lasting impression on our Guests through a signature check out experience
Build positive working relationships with Assistant Store Manager and store team to clarify priorities, share business insight and best practices
Manage payroll effectively and achieve sales/payroll goals; efficiently manages all non-selling activities within budget
5 years management experience in specialty retail; home furnishing background preferred, but not required
Ability to be mobile on the sales floor for extended periods of time
Ability to lift and mobilize medium to large items, up to 50 lbs
Ability to travel occasionally to support new store openings

Guest Services Manager Resume Examples & Samples

A minimum education level of: Bachelor of Arts/Sciences Degree (4-year)
Years of related work experience: 3-5
Experience working with large groups of employees, people/guests
Ability to plan, coordinate and supervise the activities of staff members
Ability to establish and maintain effective working relationships with supervisors, subordinates, and the public
Exceptional written, verbal and computer skills
Able to work flexible hours including evenings, weekends, and holidays
Experience with ABI Master Mind workforce management system
Experience with ISS 24/7 Incident Management System

Guest Services Manager Resume Examples & Samples

Establish, implement and maintain all Guest Services policies and procedures as well as re-development of training programs, as needed, for all Guest Services functions, including Concierge, Bell, Door and Valet
Responsible for selection, welcoming, training, development and coaching of all Guest Services team members
Provide guidance and direction to Bell and Door team members as well as oversight of third party valet and parking partner to ensure superior guest experiences
Provide guidance and direction to Concierge team members as well as all other staff working in absence of their direct supervisors (after hours)
Execute and enhance VIP services program in an effort to provide unparalleled care and attention for important and notable hotel guests
Serve as Manager-on-Duty and assist other hotel managers in responding to various guest situations or concerns across all hotel departments, seeking quick and satisfactory resolution
Assist with guidance and oversight of other Front Office functions and teams, including Front Desk and PBX operations
Represent the overall service product for the entire hotel, ensuring all guests are satisfied and motivated to return
High school diploma or equivalent required. Bachelor’s Degree in Hospitality or Hotel Management preferred
Minimum 3 years Guest Services or Front Office leadership experience in a full-service boutique or luxury hotel environment requiring in-depth interaction with guests required
Prior hotel experience in Chicago area and detailed knowledge of local attractions, restaurants and entertainment required
Prior experience using Microsoft Office required. Experience with web-based Outlook 365 helpful
Must display ability to work with general computer operations, including reservations software (OPERA)
Experience with web-based communication programs helpful
Must be able to communicate professionally in English, both written and verbal
Must be able to lift up to 50 lbs. and be able to access all areas of the hotel
Must be able to work evenings, weekends and holidays as business dictates

Guest Services Manager Resume Examples & Samples

Have a Washington State driver’s license with a driving record in good standing
Ability to drive automatic and manual transmission, preferred
Excellent written and verbal grammar and composition skills
Preferred supervisory experience in a luxury hotel in Front Office and/or Concierge responsibilities
Ability to multi-task in a high-volume environment, utilizing a variety of computer systems to control valet parking systems, and garage inventory, check in and out, run daily reports, select/assign rooms arriving guests, and restaurant/activity/spa reservation systems
Knowledge of the city, activities, and restaurants. Willing to experience various restaurants and/or activities in the city to gain more knowledge of venues
Have the ability to demonstrate your unique personality and service style while achieving the brand standards that make us Four Seasons

Guest Services Manager Resume Examples & Samples

Coach and mentor leaders and colleagues to allow them to exceed guest expectations and provide a path for career development
Manages the arrival and departure experience of our guests
Sees that our Fairmont President Club members are recognized upon arrival, receiving a warm greeting and appropriate assistance
Prevents guest satisfaction concerns through anticipatory service and handles guest issues by fostering an empowering environment and an accountable team
Analyzes trends, opportunities and marketplace competition to develop creative and winning guest and colleague initiatives
Ensures Fairmont standards and procedures are followed by providing the highest quality of colleague training, monitoring performance and providing coaching on an on-going basis. This includes brand standards (LQA), guest satisfaction (VOG), colleague engagement results and department finances
Achieves financial objectives through accurate staffing and scheduling, consistently monitoring productivity and ensuring the accurate administration of payroll
Promotes positive colleague relations through an environment that encourages open communication
Fosters trust through emotionally intelligent leadership and accountability
Manages partnerships and vendor relationships that relate to the department , with emphasis on the cohesive operation of our Valet Company and contract
Builds strong standard operating procedures and ensures brand standard compliance
Provides lobby presence while maintaining the luxurious and inviting ambiance in the driveway and lobby areas
Cooperates and communicates with other departments of Fairmont Waterfront to ensure the highest level of Guest Service is maintained
Ensures that all Health & Safety standards are met, procedures followed, and that employees have the correct knowledge and tools to work safely. Member of the Emergency Response Team
Provides leadership support in the absence of the Front Office Manager

AC Hotel Guest Services Manager Resume Examples & Samples

Manage and motivate all associates with the daily supervision to include staffing, training, discipline, scheduling, and visually monitoring performance to ensure adherence to all service and productivity standards to provide guest satisfaction
Check room reservations, front office and food & beverage systems, supplies inventory, scheduling, and departmental budgeting to maximize revenue
Communicate with guests and employees both verbally and in writing to answer questions and provide clear direction in advising and instructing staff in details of work. Organize, conduct, and/or attend meetings to obtain and disseminate pertinent information
Implement and monitor all corporate marketing programs
Organize and conduct pre-shift and departmental meetings to disseminate pertinent information. Attend other hotel meetings as deemed necessary
Perform room inspections, which require bending, stooping, reaching overhead and moving throughout guest floors
Assist in the check –in and check- out of guests or any related guest service activity
Oversee and assist with execution of special requests from guests, groups, etc
Participate in Manager on Duty program requiring weekend stayover, constant monitoring throughout hotel and troubleshooting problems
Above average mathematical comprehension to understand and interpret numbers as they apply to operations in hotels
Excellent interpersonal and communication skills to include the ability to read, write, speak, and understand the English Language
Thorough organization and supervisory skills proficient in accomplishing the task. Ability to develop subordinates to enhance advancement in the hotel and corporation
Ability to analyze complex statistical data and make judgments accordingly
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 and resolve conflicts
Minimum of two to five years experience as Front Office Manage or Supervsior
CPR Certification and/or First Aid Training preferred

Guest Services Manager Resume Examples & Samples

Works with the corporate training department to develop action plans as necessary to achieve expected guest satisfaction scores
Complete performance evaluations for front office staff timely
Ensures guest service agents are in compliance with clean, neat uniforms and name badges
Rates are accurate and monitored daily
Maintains regular attendance and is consistently on time
Ability to calculate figures and amounts such as discounts, interest, commissions, and percentages

Guest Services Manager Resume Examples & Samples

Train the front desk staff to review/research availability for future stays in the absence of reservations
Train the staff to “upsell” when available and on handling/selling units to walk-in traffic
Maintain an accurate inventory of employee uniforms
Prepare weekly work schedules in accordance with staffing guidelines and labor forecasts
Adjust schedules throughout the period to accommodate for business needs/ changes
Schedule and direct weekly front office staff meetings
Advise Human Resources when "Help Wanted" advertisements need to be placed
Ensure that the Wyndham “Count on Me” culture is being implemented on a daily basis
Maintain good "open door" communications with all associates and department heads
Maintain a neat and attractive appearance of lobby, front desk, and owner/ guest storage areas
Assist owners and guests with luggage assistance when necessary
Assist with the cleanliness of the interior of the buildings and grounds surrounding the buildings
Weekly inspections of all arrivals (six weeks out) to identify and resolve any potential problems with room requests, over-books, cribs, rollaways, high chair requests, VIP and owner arrivals
Review all group folios with Sales Department to ensure correct room blocks, rates, release dates, overbook situations and changes/revisions to original group information sheet
2-years’ experience as a Front Office Manager or Supervisor at a large hotel/condo-hotel property - preferred
Extensive background and intimate working knowledge of front office procedures and policies associated with the operation of a large condominium property management company - preferred

Night Guest Services Manager Resume Examples & Samples

Conduct shift briefings and departmental meetings ensuring that colleagues are well informed and prepared to deliver outstanding service
Liaise with our group contacts to ensure that all of our groups’ needs are well planned and achieved
Perform any other job and projects as assigned by Director of Front Office
A diploma or degree in Hospitality Management is preferred
At least 1 year international experience in a luxury hotel is strongly preferred
Demonstrated strong interpersonal and communication skills
Knowledge of computerized Front Office systems required with emphasis in Micros-Fidelio based programs (Opera) and MS Office Suite is an asset
Strong work ethic, highly responsible, and reliable. The ability to work shifts, extended hours including evenings, weekends and public holidays is required

Guest Services Manager Resume Examples & Samples

Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended
Be familiar with all hotel services/features and local attractions/activities to respond to guest inquiries accurately
Monitor and maintain cleanliness, sanitation and organization of assigned work areas
Ensure that the Bell Desk is attended at all times; that all posting positions are maintained
Document any late or absent employees
Schedule and assign staff breaks
Communicate anticipated business demands daily with each employee (arrivals/departures, group functions, etc)
Ensure staff's knowledge of hotel services, features and amenities
Assign specific tasks as they arise to the staff according to the rotation sequence
Answer Bell Desk telephone within 3 rings, using correct greeting and telephone etiquette
Document guest calls/requests for Bell Person assistance
Maintain security and accurate record of all guest room keys issued to Bell/Door Staff
Monitor and ensure that Bell/Door Staff perform their job functions to the hotel's expected level of service
Assist Bell/Door Staff whenever necessary in performing all job functions
Conduct a number of week formal training program on the required job functions with criterion expected and department orientation with new hires. Conduct ongoing training with existing staff
Accommodate all guest requests in an accurate and efficient manner
Coordinate group luggage requirements
Prepare work orders for equipment repairs and distribute to Engineering
Monitor and maintain the condition of lobby, hotel entrance, Bell Desk and luggage storage areas
Prepare and submit daily/weekly payroll records and tip distributions
Ensure that all pertinent information is documented in the log book daily
Conduct performance appraisals of designated staff annually
Perform job functions with attention to detail, speed and accuracy
Prioritize and organize
Be a clear thinker, remaining calm and resolving problems using good judgment
Follow directions thoroughly
Understand guest’s service needs
Maintain confidentiality of guest information and pertinent hotel data
Ascertain departmental training needs and provide such training
Direct performance of staff and follow up with corrections when needed
Valid (state) drivers license
Good driving record
Has prior experience as Bell Person/Valet
Thorough knowledge of hotel services and amenities
Fluency in English both verbal and non-verbal
Ability to compute basic arithmetic
Provide legible communication and directions

Guest Services Manager Resume Examples & Samples

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 and develop guest services associates according to Wyndham S.O.P.'s
Manage the interviewing process of candidates for guest services positions and follow standards for hiring approvals
Write and deliver associate performance reviews in accordance with Wyndham standards
Attend daily and monthly rooms meetings
Work at front desk, concierge, and bell desk as appropriate
Maintain a professional working relationship and promote open lines of communication with managers, associates and other departments
Work closely with accounting on follow-up items, i.e., returned checks, rejected credit cards, associate discrepancies, etc
Operate all aspects of the guest services computer system, including software maintenance, report generation and analysis, and simple programming
Monitor proper operation of the P.B.X. console and ensure that associates maintain Wyndham SOP's in its use
Ensure staff greet and welcome all guests approaching the front desk in accordance with Wyndham SOP’s
Must maintain constant communication with housekeeping department
Operate radios efficiently and professionally in communicating with hotel staff
Ensure correct and accurate cash handling at the front desk
Ensure that associates are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other associates
Focus the guest services department on their role in contributing to the guest service and audit scores
Review daily guest services work and activity reports generated by Night Audit
Be familiar with all Wyndham Rewards programs and offers
At least 3 years of progressive experience in a hotel or a related field; or a 2-year college degree and 2 or more years of related experience; or a 4-year college degree and at least 1 year of related experience

Guest Services Manager Resume Examples & Samples

Directing, coaching and developing the Front Office team
Ensuring all associates has been trained properly before given any task assignment
Assisting the Front Office Manager and Assistant Front Office Manager in administration of the Front Office with the managing of the day to day functions and the supervision of our Associates
Exceeding customer expectations – providing beyond the guest expectations and retention
Motivating and encouraging employees to perform their best, making them accountable for their tasks and assignments and providing feedback on possible improvements
Assisting the Front Office Manager and Assistant Front Office Manager in establishing and communicating the Company’s expectations and ensuring the consistency of service standards are rendered to guests
Responding appropriately to employees concerns
Following up with the guests concerns regarding satisfaction
Focusing on guest satisfaction and improvement during all departmental meetings
Serving as a role model to the team by demonstrating appropriate Hilton service behaviours
Act as MOD (Manager On Duty) on all shifts
Minimum three 3 years of in a Supervisory capacity preferably a branded property
Proven leadership ability in a team environment
Excellent organizational and time management skills and ability to work under pressure
Excellent communications skills both oral and written when dealing with guests and employees both internally and externally
Degree/Diploma in Hospitality Management, Marketing Sales or a related discipline is a strong asset
Ability to work independently with minimal supervision, co-operatively within a team setting and ability to plan and multi-task in a busy environment
Must be able to work flexible shifts: nights, weekends and holidays
Excellent working knowledge of ONQ PM and Squirrel POS System an asset, must be computer literate – proficient in word and excel
Valid BC Class 4 or 5 Drivers License required

Assistant Guest Services Manager Resume Examples & Samples

Experience in a Hotel/Resort
Luxury Hospitality experience strongly preferred
Be part of a cohesive team with a singular focus on creating the best possible guest experience
Be encouraged to demonstrate your professional passion
Have career growth opportunities both within Four Seasons Hotel Boston and worldwide with our company
Receive a complimentary meal when at work in our employee cafeteria

Assistant Guest Services Manager Resume Examples & Samples

At least 3 years of experience in a guest facing role within a hotel/resort/casino environment
At least 1 year of managerial or supervisory experience within hotel operations, guest relations, VIP services, concierge, or another key guest facing department within a hotel, resort, and/or casino
Work varied shifts, including weekends and holidays
Working knowledge of Microsoft Outlook, Word, and Excel and Opera Property Management System

Guest Services Manager OE Resume Examples & Samples

Effectively trains guest service agents on proper front desk procedures
Recruits, interviews and selects, in conjunction with the General Manager, the most qualified candidates for front desk positions
Address performance deficiencies of front office staff through coaching and disciplinary actions
Is proficient at managing inventory in the property management system
Frequently meets with and reviews work generated by the night auditor
Solicits customer feedback to improve service
Seeks approval for overtime, if required
Ability to interpret and perform basic computer functions. Knowledge of Outlook, Word, and Excel

Senior Guest Services Manager Resume Examples & Samples

Is a people person with excellent leadership and relationship building skills
Has experience with or the ability to lead and inspire the front-end team to provide remarkable guest service to all guests
Is able to set priorities and provide and facilitate training to and development conversations with employees
Has the ability to efficiently and accurately operate multiple POS systems and accurately handle all forms of payment transactions; and
Has a working knowledge of the Microsoft Office Suite and email systems

Guest Services Manager Resume Examples & Samples

Vocational certificate or diploma in professional cuisine
Team spirit,
Concern of the cleanliness and the hygiene,
Adaptability,

Night Guest Services Manager Resume Examples & Samples

Respond to guest complaints and ensure corrective action to resolve their issues / concerns
Drive improvement in guest satisfaction goals. Collaborate with hotel team members to establish and implement services and programs that meet or exceed guest expectations
Ensure the ‘one team approach’ by assisting in all Reception tasks when required
Accountable for the maintenance of Standard Operating Procedures (SOPs) in accordance with the Service level Standards

Assistant Guest Services Manager Resume Examples & Samples

Effective recruitment, selection, development of leaders and colleagues
Strategic planning and vision of the department
Assisting in the preparation of departmental operation budget
Active and positive contributor to the leadership team of the hotel
Ensure high morale and productivity levels through staff planning, training and development
Effective everyday communications, including performance management
Adhere to all environmental policies and programs as required
Other reasonable duties as assigned
Proven ability to successfully lead and motivate colleagues is key to consideration of your application
Two years leadership experience is mandatory

Assistant Guest Services Manager Resume Examples & Samples

To assist Guest Service Manager supervising the front desk (Reception) operation and communication
To assist in maintaining and/or developing agreed operating procedures relating to Guest Services and to ensure that Guest service colleagues adhere to the correct procedures as laid down in the Standard Operating Procedures Manuals
To make sure all arrivals guest are served welcome drinks and towels on arrival
To set a high example to colleagues in terms of punctuality, appearance, performance, attitude, leadership, guest relations, observance of the house rules, loyalty to the management and interdepartmental co-operation
Handling All CSI guest feedback and correspondence
Preparing the guest service roster
Conduct Quarterly and yearly appraisals
Ensure that all current promotional and or activity information is communicated to the team
Take care of sectional training and ensure that the required training hours are achieved
Assist the section head in the preparation and execution of the Sectional Performance Plan
Conduct the hand over between shifts, ensuring that all relevant staffs are in attendance and that all pertinent information is passed accurately to the oncoming shift
Carry out the registration procedures required for guests wishing to stay at the hotel, ensuring that both local law and the hotel’s credit policy are adhered to at all times
Sell rooms to prospective guests arriving without reservations, ensuring that the maximum revenue is reached without losing the sale
Conduct and assist with private group check ins as directed by Guest Service Manager
Prepare group pre-registration as directed by the Guest Service Manager
Handle general enquires received at the front desk, either from in house guests or from non-residents
To have a high product knowledge level, both in terms of the hotel and its facilities as well as of Kuwait in general
Check the details of completed registration cards against those in the property management system to ensure that this has been updated correctly and that a payment method has been secured,
To supervise and ensure that all traces have been actioned and resolved by the Team Leaders on a daily basis
To ensure that rooms are allocated according to the guests requests
Ensure that all checked out registration cards are stored correctly at the end of each month,
To assist the guest service executive in their duties if required
To attend to the special requests made by VIP guests either prior to, during or after their stay. Meet and greet, welcome them and ensuring that VIP guest are receiving luxury standard services throughout their stay
To take necessary action for VIP arrival
To conduct VIP show around
To ensure to maintain the lobby and guests are being assisted by colleagues
Organize activities, gift, amenities, for special occasion such as Kuwaiti national day, Christmas, New Year eve, Eid holiday
Degree qualification from a recognized hotel or business school
Al least 2-3 years of experience in supervisory role
Very good Opera system knowledge
Working with a culture diverse workforce
Proficiency in spoken and written English language
Competent in Microsoft Office applications
Able to effectively communicate with all levels of colleagues and management

Guest Services Manager Resume Examples & Samples

College degree in Business Management or Hospitality preferred
At least two years of customer service experience required
At least one year of Supervisory experience required
At least six months experience in the hospitality field required
Strong office and accounting skills to figure costs and make change, proper cash handling procedures and telephone skills
Must maintain a professional appearance and a cordial attitude towards all guests and staff members
Able to handle the stress of high customer demand in a hospitality environment
Must be people oriented and able to work independently or with others as needed
Must be able to easily and frequently change from one activity to another while operating a switchboard or computer keyboard
Must use good judgment in effectively providing services personally or to know when to immediately refer requests to the appropriate department manager for action
Must be able to supervise staff in a front desk operation in a manner that effectively supports and promotes teamwork while helping each individual achieve personal growth and opportunity

Assistant Guest Services Manager Resume Examples & Samples

Commitment to supportive teamwork and open communication
Responsibility for ongoing enhancement of their skills and performance
An understanding of the effect of their behavior on our guests, their fellow employees and the reputation of the Company
To ensure in the smooth and efficient running of the Guest Services within the Rooms Division
Ensures that all employees deliver the brand promise and provide exceptional guest service at all times
Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily
College graduate or Certificate
At least have three years related working experience
Good Communications skills and Computer skills
Mandarin speaking is a must and work authorization in China is required

Guest Services Manager Resume Examples & Samples

Supporting company and hotel policies and procedures including the promoting and participation in CES, Voice of Guest (VOG), Health and Safety, and Guest Service initiatives
Participating in scheduling, supervising and training of all Guest Services staff including performance evaluations and development reviews
Ensure service standards are met and exceeded while actively seeking feedback and follow up on Guest comments
Overseeing the Group and Conventions from a Guest Services perspective from the pre-convention to post-convention stage
Acting as liaison with key departments (Front Office, Conference Services, Housekeeping, to ensure a seamless arrival and departure process)
Participating in interviewing and recruiting of new team members
Liaise with VIP parties and special attention guests
Developing and implementing new systems and standards
Organizes and facilitates monthly meetings
Promotes health and safety audits for new and existing staff
Key contact for business relationships such as parking companies, transportation operators and other affiliated agencies and their representatives
Seeks feedback on guest satisfaction and deals with challenges in accordance with our Mission Statement and philosophy of employee participation
Selects, trains, manages the performance of staff to ensure Fairmont Hotels and Resorts Standards and Mission Statement objectives are maintained at all times
Ensures awareness of all hotel activities and services and oversees the lobby area for cleanliness, maintenance, security and functionality
Minimum of three years in Rooms Managerial experience, previous guest service experience an asset
Extended working knowledge of Fidelio/Opera, Windows XP, and Microsoft Office
Must possess excellent interpersonal, written and verbal communication skills
Passion for service excellence and the ability to inspire employees to perform at a high level of guest expectation
Post-Secondary School Education with Diploma in Hotel Management an asset

Guest Services Manager Resume Examples & Samples

Attend daily and monthly Rooms Merchandising meetings
Maintain Wyndham S.O.P.'s regarding Purchase Orders, voucher-ing of invoices and checkbook accounting
Maintain an organized and comprehensive filing system with documentation of purchases, voucher-ing, schedules, forecasts, reports and tracking logs

Guest Services Manager Resume Examples & Samples

Demonstrated leadership experience required; minimum five years management within a customer service industry required
Ability to demonstrate positive behaviors, lead, and embrace change
Strong customer relationship building skills, and demonstrated passion for using creative solutions to exceed customer expectations
Proven experience in a fast-paced, high volume team environment where multi-tasking and making reliable decisions under pressure and the norm
Proven written and verbal communication skills and analytical skills
Focuses energy on top priorities; excellent planning and organizational skills
Financial acumen and ability to drive revenue and profitably
Knowledge of technology and deep understanding of Microsoft products (Windows, Office, Xbox, Windows Phone, Surface, and services)
Physical requirements include the ability to do the following with or without accommodations: lift up to 40 lbs. occasionally; sit, stand and/or walk for long periods of time; travel (e.g. walking, taking a shuttle) from building to building on the client’s campus. Bend, reach, squat and perform the necessary host and manager job functions

Guest Services Manager Resume Examples & Samples

Must have 2-3 years hotel management experience, preferably in a resort setting
Must be able to drive standard and automatic vehicles
Manage the staff of Guest Services. Direct all activities to ensure communications and follow-up on any problems, guest requests or special requirements. Interview, train and schedules the staff. Conduct Performance Evaluations and discipline staff when needed
Monitor the activities of the staff to assure that standards are being met, staff is being supported and guest needs are being met
Resolve customer complaints handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assisting customers in all inquiries in connection with hotel services to include vehicle and luggage assistance, directions, etc. Respond to all guest requests in an accurate and timely manner. Interaction with guest will be in person and by phone
Coordinate the arrival and departure procedures as it relates to transportation, personal vehicles and luggage
Take action in all matters related to the safety, security, satisfaction and well-being of hotel guests and employees when senior managers are not available. Respond swiftly and effectively in any hotel emergency or safety situation
Ensure smooth handling of guest luggage, deliveries and special requests and ascertains guest satisfaction
Comply with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact
Work harmoniously and professionally with co-workers and supervisors
Work on a team that is built on mutual respect, collaboration, excellent service and a passion for arrival and departure guest experience
Have access to a robust benefit package that includes: Medical, dental, life insurance, paid vacation, educational assistance program, and complimentary stays at other Four Seasons Hotels and Resorts

Guest Services Manager Resume Examples & Samples

Prepare and be accountable for the annual budget for Guest Services, concierge and guest attendant functions
Ensure guest services operations are functioning according to Wyndham Vacation Rental’s policies and procedures. Check for accuracy all daily/monthly reports processed by Guest Services
Resolve efficiently customer complaints. Monitor all guest services Associates attitude, demeanor & performance. Provide feedback as appropriate
Ensure ongoing communications with other departments (i.e. Housekeeping, Maintenance, F&B, Laundry, etc.) related to arrivals, departures, occupancy counts, occupancy changes, etc., in order to ensure highest level of guest satisfaction from pre-arrival through post-departure
Order needed supplies for guest services related departments. Oversee uniforms for Associates. Purchase reception amenities, etc. Monitor employee programs. Oversee vendor activities

Guest Services Manager Resume Examples & Samples

Ensure that all arriving and departing guests are treated with maximum courtesy and are served expeditiously
Attend Pre-Con and other departmental meetings as assigned
Maintain continuous liaison with management, Reservations desk and Housekeeping staff to guarantee that guests are receiving quality services that exceed their expectations
Be alert to potential problems and malfunctions of hospitality services and make on-the-spot corrections
Participate with other members of management in developing plans to deliver special services to selected targeted markets
Work closely with activities and convention services department to identify revenue opportunities
Concierge development and training
Pre-planning of arrivals
Provide a "Welcome Call" to guests as required by management. As assigned per policy
Be involved in a resolution of as many guests' complaints as possible. Continuous efforts/focus on GE Action plan. Participate and contribute to Rooms Operations meeting agenda
Oversee all functions of Valet Department, Bell Services, Concierge and Shuttle Schedules to include, scheduling, disciplinary actions, guest interactions and payroll, plus all other duties as assigned
Work closely with Engineering Department to coordinate shuttle R&M as needed
Must have at least 2 years of supervisory experience and front desk hotel experience
Must be able to work in a fast paced environment and resolve issues on the spot
Must be available for scheduling based on business demands to include weekends and holidays
Must be able to work a 50 hour work week
Must have a valid driver’s license and an excellent driving record

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