John Q. Hammons Hotels Management, LLC Guest Services Manager in Tulsa, Oklahoma

With 35 owned properties, comprised of more than 8,400 guest rooms and 1.7 million square feet of banquet space, our properties and brands represent some of the finest facilities in the industry and a competitive edge for John Q. Hammons Hotels and Resorts!

Mr. Hammons built properties that provide an exceptional guest experience. Our vision is to ensure we live up to Mr. Hammons standards of excellence by providing exceptional award winning facilities for each guest!

Job Purpose:

To maintain a high quality of services offered to guests through management of the functional areas of reservations, guest registration, bell services, telephone services and guest accounting so as to maintain established operational standards and maximize profits of the hotel. Concierge and garage services may also report to this position.

Job Responsibilities:

  • Supervise Front Desk staff: hiring, firing, performance evaluations, training, and development. Schedule staff according to labor standards and forecasted occupancy.

  • Maintain standards of guest service quality. Contribute to the profitability and guest satisfaction perception of other hotel departments. Increase level of guest satisfaction by delivery of an improved product through employee development, job engineering and quality image.

  • Achieve budgeted revenues and expenses and maximizes profitability related to the guest services department.

  • Develop short term and long term financial and operational plans for the guest service department which relate to the overall objectives of the hotel. Participate in the preparation of the annual hotel budget.

  • Manage the reservation function to maintain highest possible room occupancy and average daily rate through suggestive selling by employees.

  • Maintain procedures for credit control and handling of financial transactions, security of monies, guest security and emergency procedures.

  • Receive departmental related guest complaints and ensures corrective action is taken.

  • Ensure staff uses guest interaction skills. Reward employees who meet/exceed guest expectations.

  • Other duties as assigned.

Job Skills:

  • Analyze and interpret business records and statistical reports; interpret policies established by administrators.

  • Use mathematical skills to interpret financial information and prepare budgets.

  • Understand the government regulations covering business operations.

  • Make business decisions based on production reports and similar facts, experience, and opinion.

  • Plan and organize the work of others.

  • Change activity frequently and cope with interruptions.

Job Qualifications:

Education -

  • Bachelors Degree in Management, Hotel Administration, Business or related field.

Experience -

  • Minimum one (1) year experience on night audit, two (2) years experience in front desk operations, and one (1) year experience in either direct sales or retail trade; OR, an equivalent combination of education and experience.

Full-time associates are eligible for the following benefits:

  • Relocation: We will pay relocation costs as agreed upon at time of hiring

  • Paid Time Off

  • Medical Insurance

  • Dental Insurance

  • Vision Insurance

  • Short-term and long-term disability

  • Company paid life with employee paid supplemental options

  • Matching 401-k with immediate vesting for eligible participating associates

  • Company Hotel Travel Discounts

John Q Hammons Hotels & Resorts is an Equal Opportunity/Affirmative Action Employer

Minorities/Females/Individuals with Disabilities/Protected Veterans

Click here to view EEO is the Law

Note: To be considered for this position, candidates MUST apply at www.jqhhotels.com/careers.

Street: 6808 South 107th East Ave.

Requisition ID: 2017-9418

Schedule: AM/PM Varies

Previous Experience Preferred: 1 Year

Pay Rate (Hourly): Salary

External Company Name: John Q. Hammons Hotels Management, LLC