Zachry Hospitality Embassy Suites Landmark - Guest Services Manager in San Antonio, Texas

Guest Services Manager (PM)

Job Purpose:

The Guest Services Manager (PM Manager on Duty) is primarily responsible for handling all guest interactions and going above and beyond to exceed guest requests and concerns during the evening hours. The Guest Services Manager will provide guidance and leadership for the Front Office Team, while developing and retaining employees and exceeding guest expectations. The Guest Services Manager will be assisting the Front Office Manager by ensuring all guest complaints are addressed, respond to emergency situations, and inspect hotel public areas to ensure compliance to all procedures established by management.

Job Responsibilities:

  • Assists with the management and motivates all Front Office personnel to include hiring, supervision, training, communicating objectives for the day, disciplining, scheduling and visually monitoring performance to ensure adherence to all service and productivity standards to provide guest satisfaction.

  • Tour hotel interior and exterior to ensure the property and facilities are functional, and presentable to established standards and safe for guests and Team Members.

  • Monitor and assess service and satisfaction trends, evaluate and address issues and make improvements accordingly.

  • Direct and oversee all hotel operations during the night shift to ensure guest satisfaction and safety.

  • Participates in the Manager on Duty Program, and is the first point of contact for any issues that may arise.

  • Assists the Front Office Manager with conducting required training classes regarding safety, security, department procedures and service guidelines.

  • Checks and controls room reservations, front office systems, supplies inventory, scheduling, forecasting and department budget to maximize revenue.

  • Communicates with guests and Team Members both verbally and in writing to answer questions and provide clear direction in advising and instructing staff in details of work. Organizes, conducts and/or attends meetings to obtain and disseminate pertinent information.

  • Initiate and implement marketing and up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue.

  • Assists with assigning and instructing Front Office Team in details of work. Observes performance and encourages improvement. Monitors lobby traffic and make staffing adjustments accordingly.

  • Communicates effectively with all Management and Team Members preparing them with the needed information to provide superior guest service. Monitors meal break compliance. Reviews all memos and e-mails in a timely manner and respond accordingly.

  • Promptly answers the telephone using positive and clear English language. Inputs messages into the computer. Retrieves messages and communicates the content to the guest. Completes all Guest Service Agent standards when called on to assist with the registration/cashiering functions during peak times.

  • Remains calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for Guest Service Agent's, Night Auditors, Drivers, and other employees. Resolves customer complications and complaints by conducting thorough research of the situation and the most effective solutions. Makes decisions and takes action based on previous experience and good judgement, sometimes revising procedures to accommodate unusual situations. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.

  • Assists with the monitoring of the performance, and discipline issues of the Front Office Team, including all Guest Service Agents, Night Auditors, and Drivers. Makes recommendations for training related issues when inconsistencies develop at the Front Desk.

  • Oversee the Grab & Go shop, to include ordering and stocking.

  • Assist the Drivers, as needed.

  • Handle noise complaints, credit problems, employee conflicts, guest relocation, and rejection of undesirables, while utilizing diplomacy and good judgement.

  • Other duties as assigned.

Job Skills:

  • Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.

  • Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.

  • Ability to listen effectively and to speak English clearly.

  • Ability to access and accurately input information using a moderately complex computer system.

  • Ability to stand, walk and continuously perform behind the front desk.

  • Hearing and visual ability to observe and detect signs of emergency situations.

  • Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.

  • Ability to communicate verbally and in writing in order to provide leadership, and delegate where necessary.

  • Ability to push/pull cart/ table weighing up to 150 lbs.

  • Ability to grasp, lift to waist and carry items weighing up to 50 lbs.

  • Strong leadership skills.

  • Knowledge of inventories, scheduling, and productivity.

Qualifications Standards

Education:

High school graduate or equivalent required.

Minimum of 4-year college degree preferred.

Experience:

One year combined Front Desk and Supervisory experience in hospitality or related industry preferred.

License/Certificates:

Clear Texas Drivers License

Zachry Hospitality offers an industry leading benefits package for our Team Members including:

  • Medical, Dental and Vision Insurance

  • Life Insurance

  • 401k

  • Paid Leave

  • Referral Bonus Program

  • Employee Assistance Program

  • Paid Time Off Program

  • Hotel Discount Program

  • And Many More