Guest Services Manager

Situated in the epicenter of Midtown, Loews Atlanta Hotel is walking distance to some of the best attractions in the city. Welcome to Atlanta’s Most Vibrant Neighborhood. With spectacular views, beautiful rooms and an ideal location – this property is a modern-age Southern charmer.

Job Specific

• Responsible for coordinating the provision of world-class Guest Services to hotel guests, leading the exceptionally friendly, professional, and efficient welcome, registration, luggage handling, rooming, and account settlement for hotel guests.
• Acts as a Manager on Duty overseeing the execution of Guest Services in the hotel’s Bell/Door, Front Desk, and Star Service departments
• Coordinates pre-blocking of rooms for guests arriving with special requests
• Manages the hotel’s upgrades and early arrivals to ensure either the immediate availability or rapid provision of clean and ready rooms for arriving guests
• Manages the pre-registration, remote arrival, and rooming of all group guests
• Coordinates the assembly of package collaterals and ticket media for package guests
• Assists with the development and management of repeat guest and VIP service programs
• Oversees pre-registration, amenity delivery, and airport pick-up and transfer to hotel for VIP guests
• Ensures communication of VIP arrivals to Manager on Duty who welcomes VIP’s and provides escort to room
• Responsible for maximizing hotel occupancy from walk-in guests in accordance with hotel yield management policies
• Responsible for the resolution of room status discrepancies with the housekeeping department
• Ensures the prompt satisfaction of guest requests and the exceptionally professional and courteous resolution of guest complaints
• Monitors hotel credit limit reports, taking action on any accounts that require immediate settlement
• Monitors the daily pace of guest arrivals and departures
• Checks the status of all Out-of-Order rooms on a daily basis
• Ensures adherence to department and Loews Hotels guidelines, policies, and procedures
• Ensures full compliance by department with hotel security procedures
• Act as a liaison between group contacts and Meetings & Events Management department to provide group transportation arrangements
• Participates in pre-convention meetings
• Assists with preparation of annual department budget
• Manages department costs and updates budget if operational forecasts change significantly
• Evaluates changes in guest needs, the hotel’s guest mix, and industry and competitive trends to recommend appropriate product/service and operational changes to be made to ensure guest and employee satisfaction, and to maintain market dominance and exceptional financial returns
• Hires, trains, monitors, and supervises the performance of all Guest Services employees.
• Coordinates the distribution of hotel information to Guest Services employees and the maintenance of all Guest Services logs
• Evaluates individual employee training needs and requirements for advancement
• Prepares weekly schedules
• Conducts daily department pre-shift meetings and quarterly department meetings
• Responsible for the accurate recording and submittal of payroll information
• Prepares relevant reports as required
• Ability to work a flexible schedule to include AM and PM shifts, weekends, overnights, and holidays
• Other duties as assigned

General

• Promotes and applies teamwork skills at all times
• Notifies appropriate individual promptly and fully of problems and/or unusual matters of significance
• Is polite, friendly, and helpful to guests, management and fellow employees
• Executes emergency procedures in accordance with hotel standards
• Complies with required safety regulations and procedures
• Attends appropriate hotel meetings and training sessions
• Maintains cleanliness and excellent condition of equipment and work area
• Complies with hotel standards, policies and rules
• Recycles whenever possible
• Remains current with hotel information and changes
• Complies with hotel uniform and grooming standards

Qualifications