HOSPITALITY SERVICES MANAGER

Essential Duties and Responsibilities

STANDARDS AND POLICIES:

• Ensure the safety of guests and associates. Be familiar with hotel emergency procedures and provide calm, reassuring assistance to guests and fellow associates in the event of an emergency. Assess safety procedures and update as necessary.
• Understand and adhere to environmental standards set by the hotel
• Understand and adhere to the Ponte values and service standards.
• Perform any other duties as requested by the Hotel Manager

GUEST RELATIONS:

• Diplomatically and effectively handle all guest complaints, including difficult and unusual occurrences. Ensures guests are satisfied with outcome.
• Be familiar with hotel information necessary to enhance customer satisfaction, including rate structures, specials and restrictions, room types and suites available, and hotel services including costs and location.
• Assist Hotel Manager with handling guest incident reports and associates accident reports. Complete documentation and follow up on any action items.
• Assist with Developing and being familiar with all hotel information necessary to enhance customer satisfaction, including rate structures, specials and restrictions, room types and suites available, and hotel services, including costs and location.
• Report food and beverage disputes (including disputed charges and guest complaints) to Hotel Manager and food and beverage manager. Resolve the concern to ensure the guest is satisfied.

GUEST ROOMS:

• Coordinate with Housekeeping on a daily basis.
• Verify status of rooms to ensure they are ready for check in.
• Coordinate with Maintenance.
• Coordinate daily room assignments according to special events, hotel occupancy, guest requests, etc.
• Inspect VIP rooms.
• Ensure “Special Event” Bride and Groom rooms are reserved according to contract. Ensure special requests are confirmed.

FOOD AND BEVERAGE:

• Coordinate with food and beverage department regularly to verify the department is prepared to exceed guest’s expectations.
• Step in as a support member when needed.
• Coordinate with leadership team to ensure department and company policies are being followed.
• Assist with staff training as needed
• Communicate with guests and assist with special requests related to food and beverage as needed.
• Follow up on health department related reports and assist in addressing concerns as needed.

DEPARTMENT STAFFING, TRAINING AND MANAGING:

• Assist with developing and maintaining the training program and train Guest Service Supervisors, Front Desk Agents and Bell Persons/Valet to properly onboard new associates. Ensure associates have met standard based on graded assessments.
• Develop and maintain concierge information to ensure associates may utilize the appropriate resources when assisting guests.
• Understand and train staff members on ADA regulations.

COMMUNICATIONS:

• Ensure that all staff members are kept informed of property activities and status changes.
• Maintain a professional working relationship and promote open lines of communication with other managers, employees and all other departments.

ADMINISTRATION AND MANAGERIAL:

• Prepare agenda for and execute associate staff meetings.
• Complete and review daily MOD report, take action as needed.
• Review daily arrivals list and pass downs with guest services supervisors and front desk agents.
• Fill in where needed to maintain service standards and efficient operations.
• Participate in Management Meetings as needed.
• Complete monthly safety inspections and make corrections as necessary.
• Monitor quality and standards by participating in periodic overnight stays. Provide feedback and suggestions.
• Review Group Resumes and communicate with sales and marketing regarding groups. Ensure Front Desk Associates are informed of group needs and prepared for group arrivals and departures. Ensure labor schedule is focused around group.
• Follow up on guest requests to ensure completion.
• Know Housekeeping Department’s basic functions. Step in to inspect rooms as needed. Assist in overseeing the housekeeping department in the Housekeeping Manger’s absence as needed.
• Reconcile and confirm Online Travel Agent (OTA) reservations and verify billing is correct, submit to Hotel Manager for invoice approval. Ensure reservations are coded properly to ensure proper accounting of rates and OTA type.
• Understand and uphold the AAA – Four Diamond rating guideline.
• Contribute to and attend weekly operations meeting.
• Complete facility property walks with operations team. Communicate and delegate task items for areas of attention.
• Create associate work schedule based on labor budget and forecasted occupancy.
• Be familiar with corporate accounts and ensure reservations and billing is set up appropriately.
• Create associate work schedule based on labor budget and forecasted occupancy
• Create and implement special packages in collaboration with Hotel Manager and Marketing Manager. Build package in to PMS and monitors its availability.
• Review time cards and labor reports. Submit to accounting weekly. Ensure labor hours and associate scheduling meet labor laws.
• With guidance from Hotel Manager, monitor room rates and availability and make changes where needed (i.e. removing 2-night stay requirements and restricting discounts as needed).
• Actively look for ways to improve operation and guest satisfaction, focusing on excellence. Propose a concise plan of action for improvements and implement with approval from Hotel Manager.

Knowledge, Skills and Abilities:

• Ability to provide direction to associates and treat all associates and guests in a respectful manner.
• Strong ability to multi-task, teach and deliver high levels of customer service.
• Exhibits integrity (honesty and truthfulness) and takes responsibility for own actions.
• Has attention to detail.
• Has natural instincts and insight for finding the best solution to unclear situations.
• Must have a minimum of three years of hotel experience.
• Strong verbal and written communication skills.
• Must have exceptional grooming standards that are consistent with company guidelines.
• Must be outgoing and able to approach guests and initiate conversation and actively connect with others.
• Energetic and takes initiative.
• Ability to make quick and sound decisions.
• Computer skills with Microsoft Word and Excel.

Company Standards:

• Understand the Ponte Values, and Service Standards.
• Ensure the safety of guests and associates.
• Follow the environmental standards set by the Company
• Treat all associates and guests in a respectful manner.
• Exhibit integrity (honesty and truthfulness).
• Perform any other duties as required by your Manager.