Guest Service Manager Four Points Pleasanton

Hyatt Hotels; Pleasanton (CA); On-site; USD 50,000 - 80,000; Full time

Job summary

Ein innovatives Unternehmen im Gastgewerbe sucht einen Front Office Manager, der für die Überwachung der Gästeservices verantwortlich ist. In dieser spannenden Rolle sind Sie dafür zuständig, ein freundliches und effizientes Serviceerlebnis zu gewährleisten, während Sie gleichzeitig die Zimmerauslastung und Einnahmen maximieren. Sie werden ein Team motivieren und schulen, um sicherzustellen, dass die hohen Standards des Unternehmens eingehalten werden. Diese Position bietet die Möglichkeit, in einem dynamischen Umfeld zu arbeiten, in dem Ihre Fähigkeiten und Ihre Leidenschaft für den Kundenservice geschätzt werden. Wenn Sie eine Karriere im Gastgewerbe anstreben, ist dies die perfekte Gelegenheit für Sie.

Qualifications

• Mindestens 5 Jahre Erfahrung im Hotelmanagement oder verwandtem Bereich.
• Erfahrung in der Führung von Mitarbeitern und Kundenservice.

Responsibilities

• Überwachung der Gästeservices und Schulung des Personals.
• Sicherstellung der Einhaltung von Hotelstandards und SOPs.
• Verwaltung von Personalstunden und Erstellung von Berichten.

Skills

Kundenservice

Kommunikationsfähigkeiten

Multitasking

Microsoft Office

Education

Fachhochschulabschluss im Hotelmanagement

5 Jahre Erfahrung im Hotelbereich

Tools

Windows

Job description

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 including New York, Boston, Miami, San Francisco, and Honolulu, with expanding presence in Europe, Latin America, and the Caribbean. The company's portfolio exceeds $20B in assets and generates over $5B in revenues. Highgate offers expert guidance throughout all stages of the hospitality property cycle, develops bespoke hotel brands, and utilizes industry-leading revenue management tools to maximize performance and asset value. The company is led by experienced hotel management professionals and maintains offices in London, New York, Dallas, and Seattle.

Location Overview

The Front Office Manager is responsible for overseeing Guest Services, Concierge, and Transportation services, ensuring attentive, friendly, efficient, and courteous service to all guests, while maximizing room revenue and occupancy.

Responsibilities

1. Respond promptly to guest requests, problems, complaints, and accidents at the Front Desk or through various communication channels, ensuring guest satisfaction.
2. Motivate, coach, counsel, and discipline Guest Services staff in accordance with Highgate Hotel SOPs.
3. Carry a cell phone at all times for communication.
4. Conduct interviews and follow hiring procedures for Guest Services staff.
5. Develop employee morale and oversee training of Guest Services personnel.
6. Review daily status to maximize room revenue and occupancy, analyzing rate variance and monitoring credit reports and house counts.
7. Attend daily and monthly Rooms Merchandizing meetings.
8. Participate in the MOD program as scheduled.
9. Manage payroll by reviewing staff hours and submitting reports timely.
10. Prepare employee schedules based on business forecasts and budget guidelines.
11. Ensure no-show revenue is maximized through accurate billing.
12. Maintain compliance with SOPs regarding purchase orders, invoicing, and accounting.
13. Complete Wage Progress, Productivity, and Forecast reports on time.
14. Maintain professional relationships and open communication with all departments.
15. Coordinate with Accounting on financial follow-ups.
16. Operate and maintain the Front Office computer system, including reports and programming.
17. Monitor P.B.X. console operation and staff adherence to SOPs.
18. Ensure staff greets guests courteously and implements hotel policies and service standards.
19. Assist in revenue and occupancy forecasting.
20. Handle message, package, and mail delivery professionally and promptly.
21. Maintain communication with Housekeeping, Reservations, and Credit departments.
22. Implement the hotel’s service philosophy consistently.
23. Ensure proper cash handling and enforce credit policies.
24. Maintain high standards of guest interaction and monitor VIP requests.
25. Manage supplies and review daily reports and logs.

Qualifications

1. Minimum 5 years of progressive hotel or related experience, or relevant educational background with experience.
2. Supervisory experience required.
3. Exceptional customer service skills.
4. Proficiency in Windows and Microsoft Office.
5. Ability to work long hours as needed.
6. Warm, friendly demeanor and effective communication skills.
7. Ability to multitask, prioritize, and handle problems proactively.
8. Participation in hotel meetings and MOD coverage as required.
9. High standards of personal appearance and grooming.
10. Ability to maintain confidentiality and evaluate complex information.
11. Performs other duties as assigned by management.