Guest Service Manager Four Points Pleasanton

Highgate Hotels L.P.; Pleasanton (CA); On-site; USD 45,000 - 75,000; Full time

Job summary

Ein etabliertes Unternehmen im Gastgewerbe sucht einen Front Office Manager, der die Gästezufriedenheit maximiert und ein motiviertes Team leitet. In dieser dynamischen Rolle sind Sie für die Überwachung der Gäste-Services, die Schulung des Personals und die Gewährleistung eines effizienten Betriebs verantwortlich. Sie werden die Möglichkeit haben, Ihre Führungsfähigkeiten in einem inspirierenden Umfeld zu entwickeln und gleichzeitig den hohen Standards des Unternehmens gerecht zu werden. Wenn Sie eine Leidenschaft für Kundenservice und Teamführung haben, ist dies die perfekte Gelegenheit für Sie.

Qualifications

• Mindestens 5 Jahre Erfahrung im Hotelmanagement oder verwandten Bereichen.
• Ausgezeichnete Kundenservicefähigkeiten und Aufsichtserfahrung.

Responsibilities

• Überwachung der Gäste-Services und Sicherstellung eines freundlichen Services.
• Motivieren und Schulen des Personals gemäß den SOPs.

Skills

Kundenservice

Multitasking

Kommunikationsfähigkeiten

Problem-Lösungsfähigkeiten

Education

2-jähriger College-Abschluss

4-jähriger Abschluss

Tools

Windows

Microsoft Office

Job description

Compensation Type

Yearly

About Highgate Hotels

Highgate is a premier real estate investment and hospitality management company recognized as an industry innovator. It is a dominant player in U.S. gateway markets such as New York, Boston, Miami, San Francisco, and Honolulu, with a growing presence in Europe, Latin America, and the Caribbean. The company's portfolio exceeds $20 billion in assets and generates over $5 billion in revenue. Highgate offers expert guidance throughout all stages of the hospitality property cycle, develops bespoke hotel brands, and uses proprietary revenue management tools to optimize performance and asset value. The company is led by experienced hotel management professionals and maintains offices in London, New York, Dallas, and Seattle.

Position Overview

The Front Office Manager oversees Guest Services, Concierge, and Transportation departments, ensuring attentive, friendly, efficient, and courteous service to guests, aiming to maximize room revenue and occupancy.

Key Responsibilities

1. Respond promptly and courteously to guest requests, problems, complaints, and accidents, ensuring guest satisfaction.
2. Motivate, coach, and discipline Guest Services staff following Highgate Hotel SOPs.
3. Maintain constant communication via cell phone.
4. Conduct interviews and follow hiring procedures for Guest Services personnel.
5. Develop team morale and ensure staff training.
6. Review daily status reports to maximize revenue and occupancy, analyze rate variances, monitor credit reports, and observe house counts.
7. Participate in daily and monthly meetings related to room merchandising.
8. Engage in the Manager on Duty (MOD) program as scheduled.
9. Prepare payroll and employee schedules aligned with business forecasts and budgets.
10. Ensure accurate billing to maximize no-show revenue.
11. Adhere to SOPs for purchase orders, invoice vouchering, and checkbook management.
12. Complete wage progress, productivity, and forecasting reports timely.
13. Maintain professional relationships and open communication with all departments.
14. Coordinate with Accounting on financial and employee discrepancies.
15. Operate and maintain the Front Office computer systems, including report generation and programming.
16. Monitor and ensure proper operation of the P.B.X. console and staff adherence to SOPs.
17. Ensure staff greet guests according to standards and implement hotel policies and house rules.
18. Sign off on Service Standards for Guest Services staff.
19. Assist in revenue and occupancy forecasting.
20. Manage message, package, and mail delivery efficiently.
21. Maintain communication with Housekeeping, Reservations, and Credit departments.
22. Implement the hotel’s service philosophy consistently.
23. Ensure accurate cash handling and enforce credit policies.
24. Maintain high standards of guest service, including VIP and special guest management.
25. Manage supplies and review daily reports and logs.

Qualifications

• Minimum 5 years of progressive hotel or related experience; or a 2-year college degree with 3+ years of experience; or a 4-year degree with at least 1 year of experience.
• Supervisory experience required.
• Exceptional customer service skills.
• Proficiency in Windows and Microsoft Office.
• Ability to work long hours as needed.
• Warm, friendly demeanor at all times.
• Effective verbal and written communication skills.
• Ability to listen, understand, and clarify concerns.
• Strong multitasking and prioritization skills.
• Attentiveness, friendliness, and courteousness in all interactions.
• Participation in hotel meetings, trainings, and MOD coverage as required.
• Reliable attendance and professional appearance, including wearing nametags.
• Adherence to safety, operational, and confidentiality standards.
• Problem-solving skills and ability to evaluate complex information.
• Perform other duties as assigned by management.