Guest Services Manager - Full-time / Part-time

Mission Statement:

The mission of Platinum Management Services, LLC is to create value through ownership and operation of a portfolio of hotels. We strive to always provide our guests with an exceptional experience.

Job Profile Summary:

Responsible for ensuring guest satisfaction and product quality standards are met. Develop and achieve a friendly atmosphere of superior guest service and product quality in accordance with Platinum Management Services, LLC and Brand standards. Orient and train front desk staff in departmental roles and functions. Displays exemplary performance for staff to follow. Possess technical knowledge and aptitude.

Essential Responsibilities and Duties include the following - Other Duties May Be Assigned:

• Adhere to Platinum Management Services, LLC. and Brand specific standards.
• Comply with all applicable federal, state and local laws and ordinances as they apply to the property, guests and associates.
• Adhere to safety and emergency procedures and policies (i.e. evacuation, first aid, etc.) to include removing all safety hazards.
• Promote the property through goodwill, courtesy and a positive attitude.
• Maintains current knowledge of local area, attractions and events.
• Prepare work schedules to efficiently handle business volume.
• Monitor departmental personnel hours to prevent overtime.
• A major portion of the workday will be spent working the front desk.
• Be proficient in all front desk and guest service operations.
• Act as a liaison between the front desk department and all other departments.
• Recruit, train and provide career development for front desk personnel.
• Work with management in maximizing revenues, controlling payroll and department expenses within budgeted guidelines.
• Identify, create and provide daily/weekly and monthly occupancy, ADR, and forecasting reports to management.
• Responsible for the accounts receivable (inclusive of guest ledger, direct billing, collection activity and balance of the receivables).
• Perform interviews and contribute to the hiring decision of department staff.
• Work closely with management to ensure that communication among all departments is frequent and clear.
• Prioritize and resolve escalated customer concerns and complaints.
• Conduct frequent inspections of guest rooms and public areas to ensure quality in all areas.
• Stock, oversee inventory control and profitability of the pantry/suite/gift shop.
• Fulfill Manager on Duty responsibilities as required.
• Verify monies taken in against PMS reports, record appropriate transactions daily.
• Keep company business including but not limited to, financials, personnel, guest and customer data strictly confidential.

Qualifications & Requirements:

• Excellent verbal and communication skills required.
• Must be able to speak, understand and write fluent English.
• Ability to attend and complete job and Brand training.
• Self-starter with effective leadership skills.
• Proficient with current technologies and software inclusive of business applications.
• Work a flexible schedule.
• Stand for an extended period of time.
• On occasion move, lift, carry, push, pull and place objects weighing less than or equal to 20 pounds without assistance.
• Be organized and work well in a fast paced team environment.
• Have an outgoing personality.
• Maintain professionalism at all times.
• Two years in experience in customer service. Previous hospitality experience preferred.
• High School Diploma required; College Degree is preferred.

** To perform this job successfully, an individual must be able to perform duties and meet requirements satisfactorily.

** As an employee, it is your responsibility to be aware of and report any and all safety hazards or violations you may see or witness in the course of performing your required duties.