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Guest Services Manager
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Washington, DC Washington, District of Columbia |
About this job
The Cambria Hotel D.C. Convention Center is seeking a Guest Service Manager who can add to our already dynamic team. Our 182 room all-suite hotel is located 3 blocks from the Walter Washington Convention Center in Downtown D.C. We are seeking a high energy and self motivated individual to lead our Guest Services around the building.
SUMMARY: Responsible for supervision of all Operations, including Front Desk functions, under the direction of the General Manager.
RESPONSIBILITIES:
Manage the front desk and all its functions. Assist in F&B as business demands require. Drive guest satisfaction through formal programs and discretionary responses to guest needs and requests.
Train and mentor associates.
Reconcile the daily cash log and night audit reports.
Track guests and their experience. Respond to special requests and manage generic front desk mailbox.
Ensure proper handling of credit cards and authorization forms.
Ensure proper billing of third party merchants and group accounts.
Manage extranets of bookings and rooming lists.
Participate in weekly management meeting.
Coordinate the delivery of requested equipment and food for the Meeting Room with other departments.
Provide support to the Front Desk at peak times, by answering the telephone, taking messages and assisting guests to check-in and checkout of the hotel.
Proficient in the use of hotel systems. Working knowledge of how the systems work hand-in- hand.
Able to assist all Front Desk Associates in the use of Training Program.
Review house accounts and guest ledger- Inform General Manager of any high balances. Sign off on audit pack to understand performance of Front Desk associates.
Manage the gift shop inventory and ensure proper margins.
Control spending in all office supplies, printing and stationary needs across all departments.
Coordinate and administer the daily transmittal of cash and checks to the bank.
Able to perform Night Auditor Duties.
Ensure an employee attitude of attentiveness and anticipation of guest needs. Ensure proper delivery of guest special requests.
Meet with and solicit comments from guests on a regular basis to determine their level of satisfaction with all guest services and facilities.
Responsible for knowing hotel emergency procedures. Assist in training employees to act accordingly in the event of an emergency or accident at the hotel.
Assist in the maintenance of the key control program that is already in place Ensure the security needs of the property and guests are met.
Participate in community activities, employee functions, and guest events.
Develop effective departmental communication and information systems through the use of communication logs, department meetings and hotel meetings.
Communicate with the General Manager on a daily basis.
Inform General Manager of potential problems with guests and progress of special projects.
Perform “Manager on Duty” responsibilities as needed.
Weekends and Holidays are expected.
Carry out any reasonable request by Management that I am capable of performing.
We are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace.
Requirements
Hotel Front Desk / Front Office experience required.
Supervisory experience preferred.
SUMMARY: Responsible for supervision of all Operations, including Front Desk functions, under the direction of the General Manager.
RESPONSIBILITIES:
Manage the front desk and all its functions. Assist in F&B as business demands require. Drive guest satisfaction through formal programs and discretionary responses to guest needs and requests.
Train and mentor associates.
Reconcile the daily cash log and night audit reports.
Track guests and their experience. Respond to special requests and manage generic front desk mailbox.
Ensure proper handling of credit cards and authorization forms.
Ensure proper billing of third party merchants and group accounts.
Manage extranets of bookings and rooming lists.
Participate in weekly management meeting.
Coordinate the delivery of requested equipment and food for the Meeting Room with other departments.
Provide support to the Front Desk at peak times, by answering the telephone, taking messages and assisting guests to check-in and checkout of the hotel.
Proficient in the use of hotel systems. Working knowledge of how the systems work hand-in- hand.
Able to assist all Front Desk Associates in the use of Training Program.
Review house accounts and guest ledger- Inform General Manager of any high balances. Sign off on audit pack to understand performance of Front Desk associates.
Manage the gift shop inventory and ensure proper margins.
Control spending in all office supplies, printing and stationary needs across all departments.
Coordinate and administer the daily transmittal of cash and checks to the bank.
Able to perform Night Auditor Duties.
Ensure an employee attitude of attentiveness and anticipation of guest needs. Ensure proper delivery of guest special requests.
Meet with and solicit comments from guests on a regular basis to determine their level of satisfaction with all guest services and facilities.
Responsible for knowing hotel emergency procedures. Assist in training employees to act accordingly in the event of an emergency or accident at the hotel.
Assist in the maintenance of the key control program that is already in place Ensure the security needs of the property and guests are met.
Participate in community activities, employee functions, and guest events.
Develop effective departmental communication and information systems through the use of communication logs, department meetings and hotel meetings.
Communicate with the General Manager on a daily basis.
Inform General Manager of potential problems with guests and progress of special projects.
Perform “Manager on Duty” responsibilities as needed.
Weekends and Holidays are expected.
Carry out any reasonable request by Management that I am capable of performing.
We are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace.
Requirements
Hotel Front Desk / Front Office experience required.
Supervisory experience preferred.