Guest Services Manager
Company: Disability Solutions
Location: Orlando
Posted on: October 24, 2024
Job Description:
Loews Hotels & Co is a leading owner and operator of luxury
hotels with a portfolio consisting of 26 hotels and resorts in the
United States and Canada. Located in major city centers and resort
destinations from coast to coast, the Loews portfolio features
one-of-a-kind properties that go beyond Four Diamond standards and
embrace their "uniquely local" community in order to curate
exciting, approachable and local travel experiences for guests.The
Guest Services Manager is responsible for overseeing and managing
Bell Service, Concierge, and Club Services to ensure exceptional
guest experiences. This role involves coordinating and supervising
the daily operations of these departments, ensuring high standards
of customer service, and maintaining smooth and efficient
operations. Qualifications:
- Minimum two years hotel operations supervisory experience in
Front Office, Bell, Concierge, and/or Club.
- Proficient knowledge of all hotel departments, front office
operations, guest service standards, and hospitality industry
practices.
- Relevant coursework or certifications in management,
hospitality, or customer service are beneficial.
- Proven ability to train and coach team members to achieve
excellence.
- Excellent communication and interpersonal skills.
- Ability to handle stressful situations and resolve conflicts
effectively.
- Effective problem-solving skills and a proactive mindset.
- Proficient in using hotel management software and Microsoft
Office Suite.
- Strong organizational and multitasking skills.
- Excellent guest service skills.
- Ability to work flexible schedule to include weekends and
holidays.Key Responsibilities:
- Oversee the bell staff to ensure timely and efficient handling
of guest luggage, delivery of amenities, and room escorts.
- Coordinate with other departments to manage guest arrivals and
departures smoothly.
- Lead the concierge team in providing guests with information
about local attractions, dining options, and other services.
- Ensure that guests receive personalized and knowledgeable
recommendations and assistance.
- Supervise the Club Services team to maintain the highest level
of service in the club lounge.
- Ensure that club guests receive exclusive benefits and
amenities as per their booking packages.
- Address and resolve guest complaints and concerns promptly and
professionally.
- Monitor guest feedback and implement improvements to enhance
the guest experience.
- Recruit, train, and mentor Guest Services staff to ensure they
meet the hotel's standards.
- Conduct regular performance evaluations and provide ongoing
training to enhance skills and knowledge.
- Develop and implement standard operating procedures for Bell
Service, Concierge, and Club Services.
- Assist in preparing and managing the department's budget.
- Monitor expenses and optimize resource allocation to achieve
financial targets.
- Act as a liaison between the Guest Services department and
other hotel departments.
- Facilitate clear communication to ensure a cohesive and
collaborative working environment.
- Work with the events team to organize and coordinate guest
activities, events, and special requests.
- Prepare and maintain reports on departmental performance, guest
feedback, and operational issues.
- Other duties as assigned.General Responsibilities:
- Promotes and applies teamwork skills at all times
- Notifies appropriate individual promptly and fully of problems
and/or unusual matters of significance
- Is polite, friendly, and helpful to guests, management and
fellow employees
- Executes emergency procedures in accordance with hotel
standards
- Complies with required safety regulations and procedures
- Attends appropriate hotel meetings and training sessions
- Maintains cleanliness and excellent condition of equipment and
work area
- Complies with hotel standards, policies and rules
- Recycles whenever possible
- Remains current with hotel information and changes
- Complies with hotel uniform and grooming standards
Keywords: Disability Solutions, Deltona , Guest Services Manager, Hospitality & Tourism , Orlando, Florida
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