HOTEL GUEST SERVICES MANAGER -

Description:

Indus Hospitality Group’s mission is developing, empowering, and supporting success in our employees. At the core of our brand we stand for Growth, Loyalty, Respect, and Flexibility. At Indus we offer a career, not just a job. Over the last four decades we have grown substantially through commitment to the region and communities we serve; helping fuel regional economic development with commerce and employment. We believe success is earned and teamwork matters, that hard work should be recognized, and diversity celebrated, that there is always something new to learn and innovation is supported.

Indus Hospitality Group owns and operates more than 70 properties, primarily hotels and restaurants in the Rochester, Finger Lakes, and Western New York regions. The team at Indus Hospitality Group has been recognized numerous times as first-class operators, earning national and regional awards including the Dunkin’ Brands Rising Star of the Year, the Microtel Inn & Suites Franchisee of the Year Award, the Hilton Worldwide Lighthouse Award, Best Western Champion Customer Care Award, and TripAdvisor Awards for Excellence.

Reports To: Assistant General Manager or General Manager

Summary

Manage the work activities of all Front Office associates by performing the following duties.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions and/or meet the physical demands.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Assign duties and shifts to associates and observe performance to ensure adherence to hotel policies and established operating procedures.
• Ensure proper cash and key control procedures are followed.
• Answer inquiries pertaining to hotel policies and services.
• Attend staff meetings to discuss company policies and guest complaints, and to make recommendations to improve service and ensure more efficient operation.
• Perform Front Desk duties as needed.
• Exceed Guest expectations by providing exemplary service
• Provide guests with information pertaining to available services and hours of the hotel, i.e. restaurant, lounge.
• Ensure effective departmental communication through logs, daily stand up meetings and monthly department meetings.
• Ensure all brand standards and initiatives are implemented and followed.
• Perform a variety of administrative tasks including, monitoring service trends using Guest Satisfaction results, processing department payroll, maintaining an accurate inventory of supplies, and handling any accounting and purchasing functions, i.e. cost and inventory levels for the Market/Pantry.
• Maintain up to date records and files.
• Provide information pertaining to hours and available services of the hotel, i.e. restaurant, lounge, room service.
• Ensure the cleanliness of the Front office, lobby and surrounding areas.
• Assist in checking all fixtures, equipment and conditions (lights, music, heating/cooling, furniture, wallpaper, etc.) for proper operations, settings and maintenance. Report deficiencies.

Supervisory Responsibilities

Directly supervises associates in the Front Office Department. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training associates; planning, assigning, and directing work; appraising performance; rewarding and disciplining associates; addressing complaints and resolving problems.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

• Follow policies and procedures; Support organization's goals and values.
• Demonstrate knowledge of EEO policy; Promote a harassment-free environment.
• Work within approved budget; Conserve organizational resources.
• Observe and enforce safety and security procedures; Determine appropriate action beyond guidelines; Report potentially unsafe conditions; Use equipment and materials properly.
• Demonstrate accuracy and thoroughness; attention to detail; Look for ways to improve and promote quality; Accept and apply feedback to improve performance; Monitor own work to ensure quality.
• Speak clearly and persuasively in positive or negative situations; Respond well to questions; Participate in meetings.
• Write clearly and informatively; Present numerical data effectively; Read and interpret written information.
• Be at work/meetings consistently and on time; Ensure work responsibilities are covered when absent; Complete work on time or notify appropriate person with an alternate plan.
• Treat people with respect; Inspire the trust of others; Work with integrity and ethics.
• Approach others in a tactful manner; React well under pressure; Accept responsibility for own actions; Follow through on commitments.
• Exhibit confidence in self and others; Inspire and motivate others to perform well; Effectively influence actions and opinions of others; Give appropriate recognition to others.
• Focus on solving conflict, not blaming; Maintain confidentiality; Listen to others without interrupting and get clarification; Keep emotions under control; Remain open to others' ideas and try new things. Build commitment and overcome resistance.
• Manage difficult or emotional customer situations; Respond promptly to customer needs and requests for service and assistance.
• Set and achieve challenging goals; Demonstrate persistence and overcome obstacles.
• Develop strategic project/implementation plans; Communicate changes and progress; Complete projects on time and budget; Manage project team activities.
• Prioritize and plan work activities; Manage competing demands; Use time efficiently; Meet or exceed productivity standards. Organize or schedule other people and their tasks; Develop realistic action plans. Determine work flow and procedures.
• Delegate work assignments; Match the responsibility to the person; Give authority to work independently; Set expectations and monitor delegated activities. Provide vision and inspiration to peers and subordinates.
• Balance team and individual responsibilities; Exhibit objectivity and openness to others' views; Contribute to building a positive team spirit; Build morale and group commitments to goals and objectives; Support everyone's efforts to succeed.
• Identify and resolve problems in a timely manner; Develop alternative/creative solutions; Work well in group problem solving situations; Use reason even when dealing with emotional topics.
• Display willingness to make decisions; Exhibit sound and accurate judgment; Support and explain reasoning for decisions; Include appropriate people in decision-making process; Make timely decisions; Understand business implications of decisions.
• Include staff in planning, decision-making, facilitating and process improvement; Take responsibility for subordinates' activities; Make self available to staff; Provide regular performance feedback; Develop subordinates' skills and encourage growth; Apply customer feedback (internal and external).
• Assess own strengths and weaknesses; Pursue training and development opportunities; Strive to continuously build knowledge and skills; Share expertise with others; Ask for and offer help when needed.
• Adapt to changes in the work environment;; Change approach or method to best fit the situation; Prepare and support those affected by change

Requirements:

Education and/or Experience

One to three years related experience and/or training; Associate's degree (A. A.) or equivalent from two-year college or technical school; or equivalent combination of education and experience.

Computer Skills

To perform this job successfully, an individual should have basic computer knowledge including Outlook email; Microsoft Excel Spreadsheet software and Microsoft Word Processing software.

Language Skills

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or associates of organization.

Mathematical Skills

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Physical Demands

• The following are the customary physical efforts required to perform the essential functions of this job with or without accommodation:
• Move, transport, put, install, remove, replace, position, place, transfer
• Ascend, descend, traverse
• Move about or to, position self
• Detect, diagnose, operate, adjust, attach, position, set up, handle, tend to, activate, apply, measure, use, modify, input, write, compile, retrieve, make, construct, create, collect, inspect, prepare, serve
• Communicate, converse, discern, convey, discuss
• Determine, identify, recognize, perceive, estimate, judge, compare, observe, assess
• The associate must regularly lift and /or move up to 10 pounds and occasionally lift and/or move up to 50 pounds.

Work Environment

While performing the duties of this Job, the associate is occasionally exposed to outside weather conditions, dust and chemicals. The noise level in the work environment is usually moderate. The associate works in an environment open to the general public.

Acknowledgement

This is not necessarily an exhausting list of responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (emergencies, change in personnel, workload, rush jobs, technological developments or other business demands).