Guest Services Manager - Wyndham Santa Monica

As the world's largest hotel company, and a leading player in the global hospitality industry, Wyndham Hotel Group boasts 7,500 hotels and 15 brands in 70 countries---all supported by more than 7,000 associates on six continents. And we know our success is attributable to our associates, a bright, talented and diverse group of individuals who embrace our signature Count On Me! service culture and have a passion for excellence. To learn more visit us at http://www.wyndhamworldwide.com/ .

Job Description

Wyndham Hotel Group is searching for a Guest Services Manager to work at our beautiful Wyndham property in Santa Monica, CA . The Guest Services Manager is responsible for ensuring the operation of the Front Desk in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy.

General Requirements

Maintain a warm and friendly demeanor at all times.

Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.

Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.

Must be able to multitask and prioritize departmental functions to meet deadlines.

Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.

Attend all hotel required meetings and trainings.

Participate in M.O.D. coverage as required.

Maintain regular attendance in compliance with Wyndham Standards, as required by scheduling, which will vary according to the needs of the hotel.

Maintain high standards of personal appearance and grooming, which include wearing nametags.

Comply with Wyndham Standards and regulations to encourage safe and efficient hotel operations.

Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.

Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.

Must be able to understand and evaluate complex information and data from various sources to meet objectives.

Must be able to maintain confidentiality of information.

Perform other duties as requested by management.

Education & Experience:

At least 5 years of progressive experience in a hotel or a related field; or a 2-year college degree and 3 or more years of related experience; or a 4-year college degree and at least 1 year of related experience.

Supervisory experience required.

Must be proficient in Windows, Company approved spreadsheets and word processing.

Must have a valid driver's license from the applicable state.

Opera efficiency prefered.

Physical requirements:

Long hours sometimes required.

Light work - Exerting up to 50 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

Ability to stand during entire shift.

Fundamental Requirements:

Respond to all guests' requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.

Serve as the primary leader to ensure we meet our Quality Service score goal in WynReview. Take the necessary training steps with our staff to ensure they understand and are prepared to respond to this goal.

Motivate, coach, counsel and discipline all Guest Services personnel according to Wyndham S.O.P.'s.

Carry a cell phone at all times.

Prepare and conduct all Guest Services interviews and follow hiring procedures according to Wyndham S.O.P.'s.

Develop employee morale and ensure training of Guest Services personnel.

Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily.

Attend Revenue Management meetings.

Participate in required M.O.D. program as scheduled.

Review Guest Services staff's worked hours for payroll compilation and submit to HR on a timely basis.

Prepare employee Schedule according to business need responding to increases and decreases in occupancy to the budget guidelines and productivity requirements.

Ensure that no-show revenue is maximized through consistent and accurate billing.

Maintain records of Purchase Orders. Code and submit invoices in a timely manner and maintain spending within guidelines set out by the Departmental checkbook.

Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.

Work closely with Accounting on follow-up items, i.e., returned checks, rejected credit cards, employee discrepancies, etc.

Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.

Monitor proper operation of the P.B.X. console and ensure that employees maintain Wyndham S.O.P.'s in its use.

Ensure staff greet, welcome and process all guest transactions at the Front Desk in accordance with Wyndham S.O.P.'s.

Coordinate guest Service/Front Desk staff efforts to maintain Wyndham Rewards enrollments according to goals established for the Hotel.

Ensure implementation of all Wyndham policies and house rules. Understand hospitality terms.

Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.

Must maintain constant communication with Housekeeping, Reservations and the Credit Manager.

Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.

Coordinate and maintain all aspects of Wyndham's Core Values and Standards of Conduct.

Ensure correct and accurate cash handling at the Front Desk.

Follow and enforce all Wyndham hotel credit policies.

Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.

Maintain and monitor "Lost and Found" procedures and policies according to Wyndham standards.

Establish and maintain key control system.

Ensure participation from the department for monthly COM! Meeting.

Maintain all aspects of financial accounting in compliance with the Annual Financial audit program.

Monitor all V.I.P.'s, special guests and requests.

Maintain required pars of all front office and stationary supplies.

Review daily Front Office work and activity reports generated by Night Audit.

Review Front Office log book and Guest Request log on a daily basis.

Be familiar with all corporate sponsored programs such as airline mileage, Triple Upgrade, or V.I.P. programs, and the standards and procedures for each.

Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.

Conduct daily pre-shift meetings with staff as well as a Departmental Monthly Meeting.