KEY RESPONSIBILITIES:

• Supervise Guest Services Associates. Maintain and implement as necessary the SOP’s in Guest Services and undertake regular monthly audits and review to ensure standards are being met.
• Maintain and ensure the check in times and quality of the welcome experience for our guests. Assist with check-ins and check-outs at the front desk, where necessary.
• Resolve guest and employee complaints. Keep Director of Operations informed of any risk or opportunity in relation to any experience or inter-action.
• Maximize room sales and revenue for the hotel. Ensure Guest Services operates with a sales attitude and all associates are aware of sales opportunities within the hotel, which will assist with the maximization of revenue.
• Ensure all Guest Service Associates are aware of all room sales/revenue targets and are kept informed to performance results.
• Maintain a high standard of customer relations/customer service within Guest Services. Maintain professional internal/external guest service: smiles, creates eye contact and uses employee/guest names.
• Train new members of the Front Office, this includes Guest Services Associates, Valet and Breakfast attendants and Guest Experience Managers.
• Maintain open and constant communication with other departments, on a day-to-day basis regarding changes in the forward occupancy of the hotel and subsequent services levels required.
• Facilitate communication of internal and external events to Guest Service Associates. Guide and counsel associate to correct nonstandard behavior/performance and promote improved productivity.
• Maintain all systems and procedures as they relate to VIP arrivals are being met and ensure Associate resources are scheduled to adequately provide service levels.
• Maintain and ensure to create the “Wow” effect in exceeding guests’ expectations.
• Ensure all floats and cash handling procedures are adhered to within company standards and ensure the overall protection of the company’s revenue.
• Ensure all Guest Service Associates are well presented at all times in accordance with company Standards.
• Ensure & maintain the cleanliness and presentation of the lobby and lounges at all times.
• Ability to perform all duties required of a Guest Services Agent.
• Ensure guest relations are maintained at the highest possible standard. Ensure staff are welcoming and smiling – focus on Guest Satisfaction and driving ‘guest centric’ ethos amongst the team, through use of ‘Make a Guest Day’ programs and empowering Associates to make decisions in both the guest and hotels’ best interests.