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Guest Services Manager

Company: Aparium Hotel Group
Location: Memphis
Posted on: July 23, 2019

Job Description:

Aparium Hotel Group is looking for a Guest Services Manager to provide excellent guest service at the newly renovated Hu. Hotel. Located at the corner of Madison Avenue and South Main Street and tucked just off the banks of the Mississippi River, Hu. Hotel is equal parts resting spot and community hangout, here for good times and the common good. Stylish, singular, forward thinking, a little quirky and colorful, Hu. is Memphiss new standard for Southern hospitality. Rooted in our citys great past and with a twinkle in its eye towards a bright new future, see how were doing Memphis different. Managed by Aparium Hotel Group, the hotel experience is driven by the brand pillars of trans local hospitality, collaboration and intuitive service. The powerful culmination of these elements creates a truly unique environment. Apariums service culture is rooted in the belief that art and science are necessary to curate the guest experience. The art of the experience comes together through the power of people, place and character. The science is embedded throughout our standards and training resources. This creates a powerful service experience that enhances every guest interaction. Position Summary:Oversees all guest services operations, including front desk, reservations, valet/bell staff and transportation services to ensure quality and guest satisfaction. Good through knowledge of property management software (PMS) or hotel reservation software. Job Requirements:

  • A minimum of 3 years customer service management experience required
  • Excellent interpersonal and communication skills; phone skills, customer service oriented, proactive and a team player
  • Ensures all staff members are aware of what the guest knows in regards to external communication from Aparium
  • Drives communication between departments by becoming familiar with what is going on in all departments within the hotel
  • Facilitates and encourages cross training amongst departments
  • Ensures seamless guest experience by fostering cooperation between departments
  • Maintains all guest experience tools and communication including oversight of guest comment cards, on-line reviews and responses (TripAdvisor, Revinate, etc.). May train staff to manage these daily functions
  • Trains associates to gather guest preferences, create tracking system and maintain information
  • Handles confidential situations in a professional manner
  • Understands guest service needs and exceeds their expectations
  • Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints, assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in house events, directions, etc.
  • Responds to all guests requests in an accurate and timely manner making recommendations based on local knowledge and hotel practices
  • Processes packages, faxes, messages and mail which may be either outgoing or incoming in an accurate and timely manner.
  • Handles guest check-ins/check-outs in accordance with hotel credit/cash handling policies in an efficient and friendly manner
  • Pre-registers and blocks reservations and takes same day reservations and when necessary future reservations following hotel rate structures, discounts and sell strategies
  • Cancels room reservations according to hotel procedures
  • Walks customers in a professional and courteous manner according to procedures
  • Stores and retrieves guest luggage and packages
  • Provides basic trouble shooting support for in-room services such as Internet, TV movies, games and Web services
  • Welcomes all guests and assists patrons into the hotel and help with any special arrangements
  • Provides detailed in-room orientation
  • Leads team to deliver intuitive service
  • Highly organized and has the ability to plan multiple activities and meet deadlines with the ability to maintain a positive and professional demeanor at all times
  • Makes learning an ongoing part of the hotel culture. Training should focus on the guest experience and inner department best practices.
  • Prepares for departmental pre-shift huddles or briefings by giving them culture training topics and pertinent hotel information
  • Trains and schedules the Front Office team. Supervises the day-to-day performance of the team. Coaches associates to achieve all hotel fundamentals.
  • Conducts performance reviews and disciplines associates as needed
  • Fluency in English both verbally and non-verbally
  • Maintain complete knowledge of and comply with all departmental policies/service procedures/fundamentals
  • Works harmoniously and professionally with coworkers and supervisors
  • Assists with responsibilities and duties in the absence or heavy volume in other departments
  • Excellent knowledge of all departments internally
  • Active participant in recruitment, coaching, training, development, performance reviews, discipline of staff
  • Proactive communicator, active problem solver
  • Performs standards tests as required
  • Able to meet tight deadlines while working in a very fast paced environment and under considerable stress Additional Requirements:
    • Willing to work a flexible schedule in order to accomplish all required tasks
    • Work with integrity, confidentiality and discretion
    • Work in a safe, prudent and highly organized manor
    • Superior oral, written and computer skills
    • Guide and monitor business ethics and good business practice
    • Conduct self in a most professional manner at all times to reflect the hotel standards
    • Highly organized and has the ability to plan multiple activities and meet deadlines with the ability to maintain a positive and professional demeanor at all times
    • Participate in Lobby Duty Program
    • Available to cross train as directed Teamwork:
      • Maintain a good working relationship with other associates by promoting teamwork and fostering a harmonious working climate
      • Partake in a positive work ethic and surrounding environment Standards:
        • Able to work alone without direct supervision
        • Demonstrate high degree of drive and determination
        • Constantly recommend service and product improvement to better the operation
        • Keep the work area clean and tidy at all times
        • Attend all required meetings
        • Follow proper payroll and uniform procedures
        • Properly handle and report associate and guest accidents
        • Maintain complete knowledge of and comply with all departmental policies/service procedures/standards
        • Assist with responsibilities and duties in other departments and as assigned by management
        • Due to the cyclical nature of the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the hotel Educational Requirements:
          • 4 year college degree preferred
          • A minimum of 3 years customer service management experience
          • Must be proficient in Word, Excel and other applicable computer systems Work Environment:
            • Standard office and hotel setting
            • Professional, passionate and positive work environment Physical Demand:
              • Will be outside consistently during all weather extremes
              • Continuous standing 100% of the shift with the exception of driving
              • Lifting/pushing/pulling/carrying required up to 200 lbs. Carts may be pulled up to the length of a full city block
              • Bending/kneeling required 50% of shift
              • Mobile position required 100% of the time
              • Computer use 75% of the time Sensory
                • Excellent sight and balance needed for negotiating varied floor surfaces, handling lighted candles, and handling hot fluids (coffee and tea)
                • Excellent speech and hearing to interact with guests
                • Excellent sight for completion of paperwork Aparium Hospitality Services, LLC does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws. The Hu. Hotel is a smoke-free, drug-free facility, and equal opportunity employer.

Keywords: Aparium Hotel Group, Memphis , Guest Services Manager, Executive , Memphis, Tennessee

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