Guest Services Manager

Accommodates Guests of the hotel by performing the following duties:

Essential Duties and Responsibilities include the following:

• ONQpm CSA Curriculum-perform daily front desk tasks including check-in, check-out, posting, corrections, printing reports, room status, room availability, creating, and modifying groups, Guest/Group messages and hotel room

  Oversees all guest service operations, including front desk, night audit, reservations/telephone, supervisor of

  recreation and transportation services to ensure quality and guest satisfaction. Excellent knowledge of property management system/OnQ and R & I. Ensures efficient profitable operations with special attention on provide 100% guest satisfaction.

  Essential Duties and Responsibilities include the following:

• Acts as a Duty Manager for the hotel, ensuring all Guests are satisfied, both internal and external.
• Schedules all Guest Service Team Members according to budget guidelines - fills in as needed for staff shortages.
• Responsible for ordering office supplies, front desk uniforms and required Hilton Hotels Corporation Guest Service collateral while operating within monthly budget.
• Serves as hotel HHonors Champion.
• Maintains balancing and clearing of house accounts in Hilton OnQ.
• Responsible for ensuring accurate records in Kronos time system, and signing off weekly.
• Responsible for ensuring hotel’s OnQ packages and revenue are posted correctly.
• Responsible for training Guest Service Representatives in accordance with standards as outlined by Hilton Hotels Corporation and Willow Valley (required video & emergency training).
• Maintains hotel training matrix and is a certified trainer conducting new hire training as scheduled.
• Conducts monthly Front Desk meeting with outlined agenda.
• Assist with Guests complaints and special requests.
• Coordinate work orders with maintenance.
• Knows and understands all safety and emergency procedures and how to act upon them.
• Follows all Service Recovery Procedures.
• Supervise proper handling of cash and responsible for maintaining budget and checkbook.
• Maximize occupancy by supervising and promoting yield management and suggestive selling of hotel, to ensure total revenue, RevPAR and ADR exceed projections. Helps establish minimum/maximum stay dates through Hilton OnQ.
• Follows established company policies, procedures, and practices to ensure compliance and consistency with all Team Members and Guests.
• Provide a superior experience to all Guests by giving warm hospitality and executing ways to exceed expectations.
• Provide an excellent work environment by listening and reacting to Team Member’s needs. Recognize and reward Team Members during special occasions and achievements.
• Due to seasonal needs within the Hospitality Industry it may be necessary to adjust schedules to meet the demands of our business.
• Performs other duties as assigned.

• Supervisory Responsibilities

  Directly supervises Team Members in Guests Services, and Breakfast Departments.  Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training Team Members; planning, assigning, and directing work; appraising performance; rewarding and disciplining Team Members; addressing complaints and resolving problems. Responsible for and designating a back-up for processing departmental payroll components in a timely manner, such as weekly timesheet approvals, transferal of hours, PTO, entering schedules, etc.

  Education and /or Experience

  Associates degree (A.A.) or equivalent from a two-year college or technical school; or 4 years related experience and/or training; or equivalent combination of education and experience.

  Certificates, License, Registrations

  Hilton Brand Training upon hire

  CPR Certification preferred

  RAMP certified as per Hilton’s Standards

  Valid PA Driver’s License

   

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• Answers inquiries pertaining to hotel services; shopping, dining, entertainment, travel, transportation and tours, makes reservations, arranges babysitting services, pickup/delivery to Airport at the request of the Guest and sells seasonal tickets when available  i.e. Hershey Park, etc. answers, screens, and routes calls.
• Supplies information to callers and records messages.
• Answer telephone calls promptly, politely in accordance to the Hilton Brand Standards, and transmits and receives telephone messages.
• Completes Daily Shift Checklist, keeps records of room availability and Guest’s accounts.
• Responsible for maintaining accurate Front Desk cash drawers/Posts charges such as room, sundry items, fax, copy and telephone. Computes bill, collects payment, and makes change for Guests. Deposits Guest’s valuables in safe deposit box at their request.
• Records and delivers all wake up calls.
• Drives a company van as needed.
• Provide a superior experience to all Guests by giving warm hospitality and executing ways to exceed expectations.
• Due to seasonal needs within the Hospitality Industry it may be necessary to adjust schedules to meet the demands of our business.
• General cleaning and up keep of the hotel to include
• Helping in the Laundry
• Breakfast set-up
• Attending to Guest needs
• Sell items from the Suite Shop which may include alcohol.
• Performs other duties as assigned.

Supervisory Responsibilities

This position has no supervisory responsibilities

Education and/or Experience

High School Diploma or General Education Degree (GED); or 1 year related experience

and/or training in a similar capacity; or equivalent combination of education and experience.

Certificates, Licenses, Registrations

Hilton Brand Training required upon hire

Valid PA Driver’s License

(Homewood Suites  Flexible, Weekends, Holidays   PT )