Assistant Guest Services Manager
Property Name:
Wyndham Houston West Energy Corridor
Job Title 
Assistant Guest Services Manager
Location: 
Texas-Houston
Company Name: 
Wyndham Hotel Group
City: 
Houston
Work Permit: 
Applicants who do not already have legal permission to work in the United States will not be considered.
Management Position: 
Yes
Accommodation: 
No
Wyndham Hotel Group is the world's largest and most diverse hotel company with approximately 7,410 hotels worldwide. With iconic brands and hotel choices in every category from upscale to economy, we offer not only the most lodging choices around the world but also exceptional customer service and great value.
Wyndham Hotel West Energy Corridor is hiring for an Assistant Guest Service Manager.
Wyndham Hotel West is the heart of Houston’s thriving Energy Corridor—home to international oil, gas, and technology companies. Whether here on business or here for fun, our guests enjoy the close proximity to world-class dining, sporting events, and shopping that the area has to offer. Our hotel provides countless services and amenities to make our guests feel their best while on the road, from free WIFI to a fitness center to an indoor heated saline pool. Our guests can unwind after a busy day over dinner or drinks in our restaurant, and experience a deeply rejuvenating sleep in one of our 344 stylish guest rooms. From comfortable beds to contemporary ballrooms, we promise a relaxing, productive, and enjoyable stay in Houston


Job Summary:
The Assistant Guest Services Manager is responsible for ensuring the operation of guest services, concierge and transportation in an attentive, efficient, and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy.  


Education & Experience:
  • High school diploma or equivalent required. 
  • At least 2 to 3 years of progressive experience in a hotel or a related field required. 
  • Supervisory experience preferred. 
  • Must be proficient in Windows. Company approved spreadsheets and word processing. 
  • Must have a valid driver's license for the applicable state. 
Physical Requirements:

  • Flexible and long hours sometimes required. 
  • Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push or otherwise move objects. 
  • Ability to stand during entire shift. 
Wyndham Hotel Group is proud to be an Equal Opportunity Employer (M/F/D/V).



General Requirements:

  • Must be able to effectively communicate both verbally and written, and approach all encounters with all level of associates and guests in an attentive, friendly, courteous and Count On Me! service oriented manner. Maintain a warm and friendly demeanor at all times. 
  • Must be effective at listening to, understanding, and clarifying concerns raised by associates and guests.
  • Must be able to multitask and prioritize departmental functions to meet deadlines.
  • Attend all hotel required meetings and trainings.
  • Participate in M.O.D. coverage as required.
  • Maintain regular attendance in compliance with Wyndham Hotel Group Management Standards, as required by scheduling, which will vary according to the needs of the hotel.
  • Maintain high standards of personal appearance and grooming, which include wearing nametags.
  • Comply with Wyndham Hotel Group Management Standards and regulations to encourage safe and efficient hotel operations.
  • Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
  • Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
  • Must be able to understand and evaluate complex information,data, etc. from various sources to meet appropriate objectives.
  • Must be able to maintain confidentiality of information.
  • Perform other duties as requested by management.

 

Duties & Job Functions

  • 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.
  • Assist in motivating and developing guest services associates according to Wyndham S.O.P.'s.
  • Assist with the management of the interviewing process of candidates for guest services positions and follow standards for hiring approvals.
  • Provide feedback to the guest services director for associate performance reviews in accordance with Wyndham standards.
  • 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.
  • Attend daily and monthly rooms meetings.
  • Participate in required M.O.D. program as scheduled.
  • Work at front desk, concierge, and bell desk as appropriate.
  • Ensure that no-show revenue is maximized through consistent and accurate billing.
  • Maintain a professional working relationship and promote open lines of communication with managers, associates and other departments.
  • Work closely with accounting on follow-up items, i.e., returned checks, rejected credit cards, associate discrepancies, etc.
  • Operate all aspects of the guest services computer system, including software maintenance, report generation and analysis, and simple programming.
  • Monitor proper operation of the P.B.X. console and ensure that associates maintain Wyndham SOP's in its use.
  • Ensure staff greet and welcome all guests approaching the Front Desk in accordance with Wyndham SOP’s.
  • Ensure implementation of all Wyndham policies and house rules.  
  • Understand hospitality terms.
  • Assist in preparation of revenue and occupancy forecasting.
  • Ensure logging and delivery of all messages, packages, and mail in a timely
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