HOTEL GUEST SERVICES MANAGER

Description

If you are interested in applying for this job, please make sure you meet the following requirements as listed below.

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.

Reports To : Assistant General Manager or General Manager

Summary

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

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.
• Maintain up to date records and files.
• Ensure the cleanliness of the Front office, lobby and surrounding areas.
• Assist in checking all fixtures, equipment and conditions for proper operations, settings and maintenance. Report deficiencies.

Supervisory Responsibilities

Directly supervises associates in the Front Office Department. 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; Report potentially unsafe conditions.
• Demonstrate accuracy and thoroughness; Look for ways to improve and promote quality.
• Speak clearly and persuasively; Respond well to questions; Participate in meetings.
• Write clearly and informatively; Present numerical data effectively.
• Be at work / meetings consistently and on time; Complete work on time.
• Treat people with respect; Inspire the trust of others; Work with integrity and ethics.
• 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.
• Prioritize and plan work activities; Manage competing demands; Use time efficiently.

Requirements

Education and / or Experience : One to three years related experience and / or training; Associate's degree or equivalent from two-year college or technical school;

or equivalent combination of education and experience.

Computer Skills : Basic computer knowledge including Outlook email; Microsoft Excel and Word.

Language Skills : Ability to read and interpret documents; Ability to write routine reports and correspondence; Ability to speak effectively before groups.

Mathematical Skills : Ability to calculate figures and amounts such as discounts, interest, and percentages.

Reasoning Ability : Ability to solve practical problems and deal with a variety of concrete variables.

Physical Demands :

Regularly lift and / or move up to 10 pounds and occasionally lift and / or move up to 50 pounds.

Work Environment : Occasionally exposed to outside weather conditions, dust, and chemicals. The noise level in the work environment is usually moderate.

Acknowledgement : This is not necessarily an exhaustive list of responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job.

J-18808-Ljbffr