Delta Hotels by Marriott Helena Colonial is looking for a Full-Time Guest Services Manager.
Job Summary Manages and coordinates the activity of the front desk staff daily to ensure productivity of the team and that all tasks are completed timely and accurately.
Activities & Responsibilities Performs all duties at the Front Desk as necessary. Manages daily Front Desk shift operations and ensures compliance with all policies, standards and procedures. Runs Front Desk shifts whenever necessary. Completes and maintains all required Front Desk shift reports and paperwork. Manages the daily operations of the AYS and Concierge/Guest Services. Manages and expedites lobby traffic to speed the arrival and departure process. Manages all areas of the Front Office. Operates all department equipment as necessary and reports malfunctions. Operates all aspects of Front Office computer systems, including software maintenance, report generation and analysis, and simple configuration changes. Orders associate uniforms and ensure uniforms are properly inventoried and maintained. Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates. Participates in departmental meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results. Manages staffing levels to ensure that guest service, operational needs and financial objectives are met. Understands night audit procedures and is able to comprehend and utilize reports as necessary. Helps train associates in safety procedures and supervises their ability to execute departmental and hotel emergency procedures. Participates as needed in the investigation of associate and guest accidents. Understands and complies with loss prevention policies and procedures. The following are specific Guest Relations responsibilities and contributions critical to the successful performance of the position:
To deal with any complaints or problems happening within the hotel whether in person or in writing and to use the LEARN process dealing with any concerns.
Co-ordinate & oversee special set-ups in guestrooms and ensure departments or guests are charged accordingly. Check arrival lists daily for special arrivals or for any particular requirements. Conduct pre-arrival planning to ensure personal requests are met and the guests experience a smooth check in process. To take full responsibility for the Guest Voice Program by handling replies and in particular Guest Voice alerts. Keep a complete guest history system in order to recognize repeat guests and to co-ordinate the repeat guest program, also to ensure amenities are constantly updated in guests' profiles. To oversee the smooth running of the whole hotel by liaising with all departments. Lead, motivate & encourage the associates we manage Maintain positive employee relations and ensure adherence to guarantee of fair treatment. Be focused on Employee engagement and increasing motivation within the department and the hotel. Ensure a high standard of personal appearance is achieved by having correct uniforms and name tags. Attend regular scheduled meeting such as daily morning meetings, reception shift briefs and to conduct regular meeting within the departments we are responsible for. Be able to work flexible hours when & as required. Be able to perform Front Desk duties and fulfill shifts when required. Have a working knowledge of the emergency procedures and work closely with security department. To be fully involved in training new associates and ensuring associates are performing to the required brand standards. Work towards the achievement of department and personal goals. To provide a personal & attentive service to guests to make each guest feel special. Co-ordinate the long stay guests' program. Update all complaints, issues or problems in guest profiles to ensure total communication. Oversee courtesy control programs such as the Guest Response Program. Understand fully the Marriott Bonvoy Program & make sure it is handled properly throughout the hotel. Be familiar with all-special rate packages and programs such as the weekend package. To be fully involved in ongoing initiative training. Delta Hotels offers Medical, Dental and Vision insurance after 60 days of employment. We also offer complimentary meals made by our amazing kitchen staff. Plenty of opportunities for growth!
