Assistant Guest Services Manager @the H Hotel
Company: The H Hotel, a Dolce Hotel
Location: Midland
Posted on: June 11, 2022
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Job Description:
Dolce is now seeking a Assistant Guest Services Manager @the H
Hotel to join our team at the Dolce The H Hotel location in
Midland, Michigan. Job Summary The Guest Services Manager Level 1
is responsible for ensuring the operation of guest services,
concierge and uniformed services/transportation 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. Education & Experience At
least 2 years of progressive experience in a hotel or a related
field; or a 2-year college degree and 1 or more years of related
experience; or a 4-year college degree and at least 1 year of
related experience. Supervisory experience preferred. Must be
proficient in Windows, Company approved spreadsheets and word
processing. Must have a valid driver's license from the applicable
state. Physical Requirements Often Sometimes Rarely Lifting up to
50 pounds x Sitting x Walking x Standing x Bending neck x Twisting
neck x Bending waist (forward or sideways) x Squatting (crouch or
site on one's heels) x Kneeling x Crawling x Reach above shoulder
height x Reach below shoulder height x Driving x Stooping x Pushing
x Pulling x Talking x Hearing x Repetitive motions x General
Requirements Maintain a warm and friendly demeanor at all times.
Must be able to effectively communicate both verbally and written,
and approach all encounters with all level of associates and guests
in an attentive, friendly, courteous and Count On Me! service
oriented manner. Must be effective at listening to, understanding,
and clarifying concerns raised by associates and guests. Must be
able to multitask and prioritize departmental functions to meet
deadlines. Attend all hotel required meetings and trainings.
Participate in M.O.D. coverage as required. Maintain regular
attendance in compliance with Wyndham Hotels & Resorts Management
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 Hotels & Resorts Management 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, data, etc. from various sources to meet
appropriate objectives. Must be able to maintain confidentiality of
information. Perform other duties as requested by management.
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. Assist in motivating and developing guest
services associates according to Wyndham SOPs. Assist with the
management of the interviewing process of candidates for guest
services positions and follow standards for hiring approvals.
Provide feedback to the guest services director for associate
performance reviews in accordance with Wyndham standards. 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, i.e.,
flash report, allowances, etc. Attend daily and monthly rooms
meetings. Participate in required M.O.D. program as scheduled. Work
at front desk, concierge, and bell desk as appropriate. Ensure that
no-show revenue is maximized through consistent and accurate
billing. Maintain a professional working relationship and promote
open lines of communication with managers, associates and other
departments. Work closely with accounting on follow-up items, i.e.,
returned checks, rejected credit cards, associate discrepancies,
etc. Operate all aspects of the guest services computer system,
including software maintenance, report generation and analysis, and
simple programming. Monitor proper operation of the PBX console and
ensure that associates maintain Wyndham SOP's in its use. Ensure
staff greet and welcome all guests approaching the Front Desk in
accordance with Wyndham SOP's. Ensure implementation of all Wyndham
policies and house rules. Understand hospitality terms. Assist in
preparation of revenue and occupancy forecasting. Ensure logging
and delivery of all messages, packages, and mail in a timely and
professional manner. Must maintain constant communication with
housekeeping department. Operate radios efficiently and
professionally in communicating with hotel staff. Ensure correct
and accurate cash handling at the front desk. Follow and enforce
all Wyndham hotel credit policies. Ensure that associates are, at
all times, attentive, friendly, helpful and courteous to all
guests, managers and other associates. Maintain and monitor "Lost
and Found" procedures and policies according to Wyndham standards.
Establish and maintain key control system. Focus the Guest Services
Department on their role in contributing to the Guest Service and
audit scores. Monitor all VIPs, special guests and requests.
Maintain required pars of all front office and stationary supplies.
Review daily guest services work and activity reports generated by
Night Audit. Be familiar with all Wyndham Rewards programs and
offers. COMPANY OVERVIEW: Wyndham Hotels & Resorts is the largest
hotel franchisor in the world and a leading hotel management
company. We stand 22 brands strong across 9,000 hotels in more than
95 countries, and we offer the most diverse collection of hotel
experiences in the world. Our iconic brands, united by the richest
and simplest rewards program in the business, make hotel travel
possible for all. Our hotel owners are the stewards of our brands,
and together, we champion everyday travelers. We believe guests
deserve great experiences, and our robust portfolio-distinguished
by our leading economy and midscale brands-delivers just that. We
are AmericInn-- by Wyndham, Baymont-- by Wyndham, Days Inn-- by
Wyndham, Dazzler-- by Wyndham, Dolce Hotels and Resorts-- by
Wyndham, Esplendor-- Boutique Hotels by Wyndham, Hawthorn Suites by
Wyndham--, Howard Johnson-- by Wyndham, La Quinta-- Inns & Suites,
Microtel by Wyndham--, Ramada Encore by Wyndham, Ramada Worldwide--
by Wyndham, Registry Collection Hotels, Super 8-- by Wyndham, The
Trademark Collection-- by Wyndham, Travelodge-- by Wyndham, TRYP by
Wyndham--, Wingate by Wyndham--, Wyndham Alltra, Wyndham Garden--,
Wyndham Grand-- and Wyndham Hotels and Resorts--. Headquartered in
Parsippany, N.J. with offices around the globe in London, Shanghai,
Buenos Aires, Dubai and more, Wyndham Hotels & Resorts employs
approximately 9,000 team members worldwide. Our Company is an Equal
Employment Opportunity Employer. Job Location: Dolce The H Hotel,
111 W Main Street, Midland, Michigan 48640 Employment Status:
Full-time...
Keywords: The H Hotel, a Dolce Hotel, Midland , Assistant Guest Services Manager @the H Hotel, Executive , Midland, Michigan
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