Guest Service Manager Jobs

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Highgate is a leading real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in major U.S. gateway cities including New York, Boston, Miami, San Francisco and Honolulu, with a growing Caribbean and Latin America footprint. The hospitality forward company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate has a proven record of developing its diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts with contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team consisting of some of the most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in New York, Chicago, Dallas, London, Miami, and Seattle. www.highgate.com.

Inspired by its Crosby Street location, NoMo blends nostalgia with modern for an authentic and unique SoHo experience — as seen by its curated collection of vintage and contemporary art. Guests can enjoy farm - to - fork seasonal cuisine at NoMo Kitchen or relax daily with morning coffee and tea in the Library Lounge. NoMo SoHo is a true blend of comfort and class providing guests with luxury accommodations in a stylish setting.

The Guest Services Manager is responsible for ensuring the operation of the 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. This is an OEM position and overtime does apply and is calculated accordingly

• Must be proficient in Windows, Company approved spreadsheets and word processing.
• Participate in required M.O.D. program as scheduled.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Establish and maintain key control system.
• Develop employee morale and ensure training of Guest Services personnel.
• Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
• Attend all hotel required meetings and trainings.
• Focus the Guest Services Department on their role in contributing to the Guest Service and audit scores.
• At least 5 years of progressive experience in a hotel or a related field; or a 2-year college degree and 3 or more years of related experience; or a 4-year college degree and at least 1 year of related experience.
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
• Ensure participation within department for monthly Highgate Hotel team meeting.
• Participate in M.O.D. coverage as required.
• Monitor all V.I.P.'s, special guests and requests.
• Must have a valid driver’s license from the applicable state.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain and monitor "Lost and Found" procedures and policies according to Highgate Hotel standards.
• Supervisory experience required.
• Perform other duties as requested by management.
• Assist in preparation of revenue and occupancy forecasting.
• Review Guest Services staff's worked hours for payroll compilation and submit to Accounting on a timely basis.
• Follow and enforce all Highgate Hotel credit policies.
• Light hours sometimes required.
• 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.
• 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.
• Coordinate all aspects of the ongoing implementation of the Highgate Hotel philosophy of service.
• Ensure implementation of all Highgate Hotel policies and house rules. Understand hospitality terms.
• 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, pull or otherwise move objects.
• Ensure correct and accurate cash handling at the Front Desk.
• Carry a cell phone at all times.
• Attend daily and monthly Rooms Merchandizing meetings.
• Motivate, coach, counsel and discipline all Guest Services personnel according to Highgate Hotel S.O.P.'s.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Prepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements.
• Work closely with Accounting on follow-up items, i.e., returned checks, rejected credit cards, employee discrepancies, etc.
• Monitor proper operation of the P.B.X. console and ensure that employees maintain Highgate Hotel S.O.P.'s in its use.
• Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.
• Maintain a warm and friendly demeanor at all times.
• Ensure that Wage Progress, Productivity and the Ten Day Forecast are completed on a timely basis according to Highgate Hotel S.O.P.'s.
• Ensure sign off of all Service Standards by Position for Guest Services staff.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Long hours sometimes required.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to maintain confidentiality of information.
• Ensure that no-show revenue is maximized through consistent and accurate billing.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
• Maintain high standards of personal appearance and grooming, which include wearing nametags.
• Maintain Highgate Hotel S.O.P.'s regarding Purchase Orders, vouchering of invoices and checkbook accounting.
• Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
• Must maintain constant communication with Housekeeping, Reservations and the Credit Manager.
• Prepare and conduct all Guest Services interviews and follow hiring procedures according to Highgate Hotel S.O.P.'s.
• Ensure staff greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel S.O.P.'s.