Guest Services Manager
Property Name:
Wyndham Atlanta Galleria
Job Title 
Guest Services Manager
Location: 
Georgia-Atlanta
Company Name: 
Wyndham Hotel Group
City: 
Atlanta
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.
The Guest Services Manager Level 3 is responsible for ensuring the operation of guest services, concierge and uniformed services/transportation in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy.


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.
• Motivate and develop guest services associates according to Wyndham S.O.P.'s.
• Manage the interviewing process of candidates for guest services positions and follow standards for hiring approvals.
• Write and deliver 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.
• Preparation of revenue and occupancy forecasting.
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Must maintain constant communication with housekeeping department.
• Operate radios efficiently and professionally in communicating with hotel staff.
• Ensure correct and accurate cash handling at the front desk.
• Follow and enforce all Wyndham hotel credit policies.
• Ensure that associates are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other associates.
• Maintain and monitor "Lost and Found" procedures and policies according to Wyndham standards.
• Establish and maintain key control system.
• Focus the guest services department on their role in contributing to the guest service and audit scores.
• Monitor all V.I.P.'s, special guests and requests.
• Maintain required pars of all front office and stationary supplies.
• Review daily guest services work and activity reports generated by Night Audit.
• Be familiar with all Wyndham Rewards programs and offers.

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