Guest Services Manager

As the world's largest hotel company, and a leading player in the global hospitality industry, Wyndham Hotel Group boasts 7,500 hotels and 15 brands in 70 countries—all supported by more than 7,000 associates on six continents. And we know our success is attributable to our associates, a bright, talented and diverse group of individuals who embrace our signature Count On Me! service culture and have a passion for excellence. To learn more visit us at .

Constructed in 1911, Hotel Galvez & Spa was named after Bernardo de Galvez, the Spanish Colonial governor who first chartered the Texas Gulf Coast and for whom the city of Galveston was named. For more than 100 years, Hotel Galvez & Spa has been pleasing guests from around the world with elegant décor, luxurious service, scenic Gulf Coast event space, and a majestic location across from the water. Old world style and grace embody every detail, with upscale modern amenities to please today's most discerning travelers. In fact, our AAA 4-Diamond property is the only historic beachfront hotel on the Texas Gulf Coast and renowned as one of the finest Galveston hotels on the beach.

Wyndham Hotel Group is searching for a Guest Services Manager to work at our beautiful Hotel Galvez & Spa property in Galveston, TX. This position is responsible for all Front Office & PBX functions and staff. Reporting to the Director of Guest Services, this position directs and works with managers and associates to successfully execute all front office operations, including guest arrival and departure procedures. The Guest Services Manager strives to continually improve guest and associate satisfaction and maximize the financial performance of the department.

Responsibilities will include but not be limited to:

• 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.
• 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 variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily, i.e. flash report, allowances, etc.
• Prepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements.
• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
• Work closely with Accounting on follow-up items, i.e., returned checks, rejected credit cards, employee discrepancies, etc.
• Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
• Monitor proper operation of the P.B.X. console and ensure that employees maintain 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 completion and sign off of all Service Trainings for Guest Services staff.
• 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.
• Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
• Focus the Guest Services Department on their role in contributing to the Guest Service and audit scores.
• Conduct meetings according to Wyndham standards as required by management.

Qualifications