Guest Services Manager

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.

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

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

The salary range for this position is $75,000 – $80,000 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.

Qualifications

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

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.

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