Guest Services Manager

Hyatt; Indio (CA); Presencial; USD 75 000 - 85 000; Tempo integral

Resumo da oferta

Hyatt is seeking a Guest Service Manager inIndio, CA to lead front-line associates across bell, concierge, door and valet services. The role focuses on coaching, scheduling, payroll, and interviewing to deliver exceptional guest experiences.

Responsibilities include maintaining strong inter-department relations, driving service improvements, and ensuring policy compliance while supporting profitability and guest satisfaction initiatives.

Qualificações

• Refined verbal and written communication skills.
• Must be proficient in general computer knowledge.
• Candidates should be extremely creative, innovative, detail oriented and organized.
• Strong leadership, motivation and training abilities.
• Demonstrates outstanding customer service and guest relations.

Responsabilidades

• Maintains a strong working relationship with all departments to support property operations and goals.
• Strives to improve service performance based on guest experience and feedback.
• Ensures compliance with all policies, standards and procedures.
• Collaborates with senior leadership to identify gaps in service and operations.
• Acts as MOD across departmental operations as needed.
• Leads parking operations and oversees parking revenue and performance against budget.
• Reviews staffing levels to ensure guest service and financial objectives are met.
• Reviews financial statements and reports to measure productivity and goal achievement.
• Develops and implements strategies to increase parking revenue and space utilization.
• Interacts with guests to obtain feedback and develops corrective action plans to improve satisfaction.
• Manages guest experience and employee wellbeing with a focus on hospitality.

Conhecimentos

Verbal & written communication

Computer literacy

Creative & detail oriented

Leadership & training

Customer service excellence

Descrição da oferta de emprego

At Hyatt, we believe our guests select Hyatt because of our caring and attentive associates who are focused on providing efficient service and meaningful experiences.

This role leads other associates by coaching, giving direction and includes training, scheduling, payroll and interviewing. Guest Service Manager leads associates in service providing positions that include bell, concierge, door, and valet. This position requires knowledge of hotel services, local events and venues, and transportation options.

The salary range for this position is $75,000 - $85,000 which is the range Grand Hyatt Indian Wells reasonably expects to pay. Decisions regarding individual salaries will be based on factors such as experience and education.

Supporting Property Operations and Guest Relations Needs

• Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
• Strives to improve service performance based on guest experience and feedback
• Ensures compliance with all policies, standards and procedures.
• Collaborates with senior leadership to identify gaps in service and operations
• Working as MOD across all departmental operations as needed

Supporting Profitability Goals

• Understands and complies with loss prevention policies and procedures.
• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement
• Leads the financial performance of parking operations and oversees parking revenue.
• Monitors parking revenue, demand, utilization, and performance against budget and forecasts.
• Develops and implements strategies to increase parking revenue, improve space utilization, and identify additional revenue opportunities.
• Evaluates parking rates, products, and service offerings and makes recommendations to improve revenue and the guest experience.
• Works with relevant departments and partners to support parking operations and achieve financial goals.

Managing the Guest Experience

• Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee wellbeing is preserved.
• Empowers employees to provide excellent customer service.
• Provides immediate assistance to guests as requested.
• Serves as a leader in displaying outstanding hospitality skills.
• Sets a positive example for guest relations.
• Responds to and handles guest problems and complaints.
• Ensures employees understand customer service expectations and parameters.
• Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction
• Participates in the development and implementation of corrective action plans to improve guest satisfaction.

Managing Colleague Experience

• Observes service behaviors of employees and providing feedback to individuals and direct leaders.
• Ensures employees are cross-trained to support successfully daily operations.
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard Operating Procedures

Hyatt associates work in an environment that demands exceptional performance yet reaps great rewards. Whether it's career opportunities, job enrichment or a supportive work environment, if you are ready for this challenge, then we are ready for you.

Full-Time Department, Management Position that requires full flexibility, including the ability to work weekends and holidays and a varied schedule

Qualifications and Requirements

• Refined verbal and written communication skills
• Must be proficient in general computer knowledge
• Candidates should be extremely creative, innovative, detail oriented and organized
• Hotel experience and a thorough understanding of all levels of operations
• Must possess the following strengths: high energy, entrepreneurial spirit, motivational leader, effective communicator, strong developer and trainer and effective in providing exceptional customer service