Guest Services Manager at Terranea Resort in Rancho Palos Verdes, CA

Directly manage the Guests Services department by providing supervision, training, scheduling and evaluating of performances of the Bell Persons and Experience Concierge ensuring that all procedures are performed to the hotel's standards. Secondarily, oversee/assist with the operation of the Front Desk and Call Center. Act as Manager on Duty when assigned. Performs the daily responsibilities of these positions and assists where necessary to ensure optimum service to guests/visitors.

• Provide world class guest service experiences for our guests pre-arrival and throughout their stay
• Ensure guests are appropriately and warmly greeted upon their arrival
• Coordinate luggage collection, delivery and storage
• Actively listen to address and resolve guest complaints/challenges
• Coordinate and manage communication between guests and staff and follow up to ensure resolution of customer concerns
• Promptly address guest requests, such as amenities, special requests, transportation, dining, and activity bookings
• Curate elevated and personalized experiences for high profile/VIP clientele.
• Prepare personalized amenities for VIP guests.
• Create personalized itineraries for leisure guests.
• Inform guests of hotel services, including dining options and resort activities
• Promote all hotel amenities, conveniences and programs offered
• Manage guest relations team (Concierges, Porters, and Valet) to ensure compliance to Forbes 5-star standards and resort operating procedures
• Appraise team’s performance and produce regular reports
• Liaise with housekeeping and front desk to provide an overall comfortable guest experience
• Examine daily duties, assign tasks and check on progress
• Analyze customer feedback and online reviews and suggest methods to improve guest experiences and ratings.
• Recommend local tourist spots, including places to dine, shop and sight-see
• Establish friendly relationships with regular hotel clients
• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Maintain complete knowledge at all times of:
  • all hotel features/services, hours of operation.
  • all room types, numbers, layout, decor, appointments and location.
  • all room rates, special packages and promotions.
  • daily house count and expected arrivals/departures.
  • room availability status for any given day.
  • scheduled in-house group activities, locations and times.
  • all hotel and departmental policies and procedures.
• Prepare and adjust weekly work schedules in accordance with staffing guidelines and labor forecasts.
• Ensure that staff report to work as scheduled. Document any late or absent employees.
• Assign work duties to staff.
• Conduct pre-shift meeting with staff and review all information pertinent to the day's business.
  • Inspect grooming and attire of staff; rectify any deficiencies.
  • Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel
• Constantly monitor staff performance in all phases of service and job functions.; rectify any deficiencies with respective personnel to include Bell/Door staff and Concierge staff.
• Monitor the hotel front entrance and resolve any congested situations.
• Monitor guest mail and ensure that it is processed according to procedures.
• Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
• Assist staff with their job functions to ensure optimum service to guests.
• Observe guest reactions and confer frequently with staff to ensure guest satisfaction.
• Assist guests with reports of lost/stolen articles, following hotel policy.
• Ensure that all VIPs are pre-registered according to standards. Monitor VIP arrivals; greet and escort them to their room.
• Review resumes for arriving groups; organize and coordinate master accounts and check-in/ pre-registration procedures
• Coordinate delivery time of amenities with Room Service, ensuring timely delivery.
• Review limousine request forms and chart information on booking calendar. Ensure that all pick-ups have room reservations and that all departures are still in-house; reconfirm departure times with in-house guests.
• Complete an inspection of all guest room floors, public areas and restrooms daily and rectify deficiencies with respective departments.
• Ensure all closing duties for staff are completed before staff sign out.
• Provide feedback to staff on their performance. Handle disciplinary problems and counsel employees.
• Foster and promote a cooperative working climate, maximizing productivity and employee morale.
• Document pertinent information in department log book.
• Review status of assignments and any follow-up action with on-coming Supervisor.
• Assist the bell and concierge when needed.

• High school graduate or equivalent vocational training certificate, college degree.
• Previous experience with cash handling.
• Three to five years of experience as a Guest Service or Front Desk Assistant Manager/Manager, preferably in a 4-5 diamond/star style hotel.
• Fluency in English both verbal and non-verbal.
• Compute basic arithmetic.
• Familiarity with yield management and cost controls.
• Ability to:
  • perform job functions with attention to detail, speed and accuracy.
  • prioritize and organize.
  • be a clear thinker, remaining calm and resolving problems using good judgment.
  • follow directions thoroughly.
  • understand guest’s service needs.
  • work cohesively with co-workers as part of a team.
  • work with minimal supervision.
  • maintain confidentiality of guest information and pertinent hotel data.
  • ascertain departmental training needs and provide such training.
  • direct performance of staff and follow up with corrections when needed.
  • Input and access information in the property management system/computers/point of sales system.
  • Valid CA driver's license with a clean driving record.

Desirable:

• College degree preferred
• Previous supervisory and management experience.
• Ability to suggestively sell.
• Previous guest relations training.

Compensation:

Base Pay Start Rate: $80,000/Yr. - $90,000/Yr. + Bonus!

 

We offer a competitive benefit package for full-time, regular team members that includes: group medical, dental, vision, life, and disability benefits, as well as participation in a pre-tax flexible benefit plan for healthcare and dependent care reimbursement and an employee assistance program. We also offer paid time off/sick time and are proud to offer participation in a 401(k) plan with a company match! 

 

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