Guest Services Manager

The Summit, a Dolce Hotel

Location: US - OH - Cincinnati

Dec 19, 2017
Employer
Job Details

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 http://www.wyndhamworldwide.com.


Located less than ten miles from downtown Cincinnati, The Summit is set to usher in a new era of style and sophistication in the Queen City. The anchor of $124 million mixed-use development on the campus of MedPace, the 239-room hotel will delight guests with a contemporary, Cincinnati-centric art collection; modern Fitness Center with yoga studio; and well-stocked library. Chefs and mixologists will oversee an innovative program highlighted by fresh, seasonal ingredients with a culinary nod to the region’s German heritage.


Job Description
Wyndham Hotel Group is searching for a Guest Services Managerto work at our beautiful new property, The Summit- A Dolce Hotel in Cincinnati, OH.  This position is responsible for maintaining and
improving the efficiency and quality of guest services of the hotel by
overseeing the day-to-day operations of the Guest Services Department.


Responsibilities
will include but not be limited to:

  • Selects, orients, and trains qualified associates.
  • Supervises the day to day activities of the Guest
    Services staff and provides staff with the skills training to provide
    value added service to customers.
  • Manage finances of Guest Services/Front Office
    operations including budget and inventory controls; analyze data and
    compile reports on expenditures, wages, labor, supplies, etc. in relation
    to hotel financial forecasts and budget.
  • Implement and maintain all operating and quality
    standards established for Guest Services.
  • Maintains procedures for credit control and handling of
    financial transactions.
  • Follows all Occupational Health and Safety regulations.
  • Coordinates staffing and payroll to conform with
    productivity and budgetary standards. Prepare schedules based upon
    occupancy and assign duties to workers and schedule shifts.
  • Answer inquiries pertaining to hotel policies and
    services and resolve guests' complaints and concerns in a courteous and
    efficient manner, following through to make sure problems are resolved
    satisfactorily.
  • Observe and monitor staff performance to ensure
    efficient operations and adherence to policies and procedures.
  • Meets and exceeds customer expectations by ensuring
    department provides outstanding customer service.
  • Utilizes leadership skills and motivation techniques in
    order to maximize associate productivity and satisfaction of direct
    reports.
  • Plan and conduct staff meetings; attend various other
    related meetings to obtain and disseminate pertinent information.
  • Ensure accurate communication of information and guest
    requests to all relevant departments.
  • Ensures rooms types are not oversold and communicates
    rate and promotional changes to staff.
  • Liaises with our Conference Services department and our
    group contacts to ensure that all of our groups' needs are well planned
    and achieved.
  • Welcomes guests in VIP categories as well as repeat
    guests; recognize and anticipate their individual needs.
  • Ensure that guest history records are accurately
    maintained and all repeat guests preferences are met.

Basic
Qualifications

  • High school education, GED, or
    equivalent experience required. Bachelors’ degree highly preferred.
  • Minimum 5 years of experience working
    within Guest Services/Front Office required in a high volume hotel,
    conference center or resort with at least three of those in a supervisory
    role.

 

Preferred
Qualifications

  • Must be able to prepare and analyze data
    and figures, and transcriptions prepared on and generated by computer.
  • Demonstrated leadership - Proven ability
    to effectively lead and train a diverse workforce.
  • Projects a professional and polished
    image that inspires confidence and trust. Must be able to abide by the
    company appearance standards and compliance with the designated uniform.
  • Dedicated to exceeding service standards
    and providing services and standards to the highest caliber.
  • Able to effectively deal with internal
    and external guests, some of whom will require levels of patience and tact
    to defuse anger, collect factual information and resolve conflict.
  • Able to exercise good judgment in making
    decisions.
  • Highly organized, able to prioritize
    multiple tasks, have a sense of urgency to complete projects and be detail
    oriented.
  • Ability to work collaboratively and
    communicate effectively with team members at all levels of the
    organization.
  • Valid, clean driver’s license.
  • Computer literate: Strong proficiency in
    MS Office (Outlook, Word, Excel, Power Point. Adaptable to learning new
    and customized software programs).
  • Adept at managing fast paced environment
    and putting people at ease.
  • Warm, personable and energetic demeanor
    with professional and pleasant phone manner.
  • Comfortable interfacing with a diverse
    group of individuals.
  • Exceptional oral and written
    communication skills in English.
  • Ability to prioritize, identify
    problems, and seek solutions and follow up and follow through with a
    variety of tasks.
  • Must be able to work variable shift,
    weekends, holidays, and special events, as needed.
  • Must have employment eligibility in the
    U.S.

 

Physical requirements:

 

·      
Regularly required to sit, stand, walk, bend and use
hands to handle objects, tools 

        or controls.

·      
Must be able to lift up to 15 lbs.

Additional Details
No
Applicants who do not already have legal permission to work in the United States will not be considered.
No
Yes
No
Hotel/Resort
Rooms - Front Office/Guest Services