Assistant Guest Services Manager

The Westin Memphis Beale Street offers a retreat from the rigors of travel. Located adjacent to the world-famous Beale Street, home of the blues, you'll be minutes away from the excitement of the city. Designed to enhance your relaxation, all 203 beautifully appointed guest rooms and suites feature our signature Heavenly Bed®, complete with a pillow top mattress and 250-thread count sheets. Our hotel offers nine meeting rooms totaling 6,768 square feet of space. The Westin Memphis Beale Street offers its guests a chance to rejuvenate from the stresses of life while experiencing the wonders of the south.

Westin Guest Experiences
Every aspect of Westin is carefully selected to create an emotional connection with our guests. Our sensory welcome greets you with warm lighting, beautiful botanical arrangements, signature music, and our calming white tea scent. Our Heavenly Bed® and Bath help you awaken refreshed and ready for the day ahead. Our SuperFoods breakfast restores with delicious options rich in nutrients and taste. Find total renewal at The Westin Memphis Beale Street
Explore The Westin Difference. Visit our website at www.westinmemphis.com

Summary:
Oversee and maintain the complete day-to-day operations of Front Desk, Service Express, Bell Staff, Concierge, and Night Audit ensuring that the highest level of guest services is consistent with Westin standards and operational procedures yield maximum revenue and profit to the hotel.

Duties:
* Ensure prompt, courteous, professional and efficient operations at the front desk i.e. greeting, guest registration experience, check out, etc. in adherence to established Westin procedures.
* Observe front desk operations and ensure Guest Service Agents duties and responsibilities are completed daily in accordance with established policy and procedures, i.e. proper ID, use of credit card, complete missing information, properly posting charges, backup adjustments with documentation and overall cleanliness and organization of the front desk.
* Ensure guest satisfaction at all points of stay to include maintaining appropriate GSI scores in the 25% of all scores in Westin brand.
* Oversee the status of the SPG and VIP arrivals; ensure that VIP's and SPG guests are recognized, acknowledged and needs are met.
* Understands, respond and adhere to key Starwood programs such as Starwood Preferred Guest (SPG)' Starwood Preferred Planner (SPP), Guest Satisfaction Index (GSI) StarGuest Response, CSS, Starwood Quality Audit inspection standards (StarQA) and train and oversee staff to understand, respond to and adhere to all Starwood programs.
* Review and print current day's expected arrivals, VIP's and special request reservations to ensure that they are pre-registered, blocked properly handled. Communicate room assignments to other departments.
* Check status of departures on a daily basis. Relay all pertinent information to front desk agents, service express, bell staff and management team members.
* Understand Galaxy and Light Speed PMS and Reservation systems sufficiently to provide ongoing training and support to front office team.
* Ensure all reports, forms and vouchers are completed and approved daily.
* Promptly handle or ensure that inquires from guests requesting basic assistance, copies of bills and folios, reservation assistance, issuance of credits, etc… are handled.
* Work closely with other departments including reservations, housekeeping, bell staff, engineering, conference services and accounting to ensure guest arrival/departure and billing instructions are properly set up and processed.
* Manages in compliance with established company policies and procedures; Manages in compliance with local, state and federal laws and regulations.
* Maintains procedures for credit control and handling of financial transactions.
* Maintains procedures for security of monies, guest security and emergency procedures.
* Develops short term and long term financial and operational plans for the guest service department consistent with the overall objectives of the hotel.
* Oversee the Service Express Department ensuring that all internally generated guest calls and delivery requests (housekeeping, maintenance and bell services) are handled by trained agents provide who provides information and dispatch services.
* Oversee late night dining services and work closely with Restaurant staff to ensure highest quality food and service experience.
* Oversee the supervision of the replenishment of Bartech Refreshment Centers in guest rooms, daily reports are generated, mal-functioning units are replaced or repaired, and inventory is maintained at appropriate par levels of refreshment center stock.
* Oversee the process of lost and found items (recorded on P drive) in conjunction with Housekeeping.

* Oversee a concierge-style information and services database in which guest profiles are developed to enhance service to return guests
* Ensure proper tracking and receiving of incoming package deliveries (guest and hotel) for all departments in hotel.
* Ensure proper procedures for guest laundry services- accuracy of charges are verified, and charges are posted to guest room.
* Responsible for coding and processing invoices accordingly.
* Direct and assist ambassadors at front desk, service express and reservations as required to train, build morale and meet fluctuating business demands.
* Understands and manages the reservation function to maintain highest possible room occupancy and ADR through prompt and knowledgeable answering of calls.
* Conduct evaluations, counseling and other sensitive meetings in a professional, confidential manner at all times.
* Maintain accurate and complete employee performance goals and records.
* Act as a Manager on Duty and respond to emergency calls.
* Perform other projects as requested by Guest Services Manager

 

Qualifications:
* High School Degree or Equivalent education required
* Must possess basic computer skills
* Previous front desk hotel experience required
* Previous Supervisory/Management experience preferred
* Great communication skills required
* Professional demeanor must be present at all times
* Must be flexible
* Must possess basic computational ability
* Must be able to perform the night audit process

Physical Requirements:
* Speak clearly and listen carefully.
* Use hands, eyes, and fingers accurately while operating a switchboard or computer keyboard.
* Use hands to lift, carry, or pull objects that may be heavy.
* Ability to push cart with supplies.
* Bending, Walking, Lifting, standing required.
* Ability to count products and items/ inventory.