Guest Services Manager - Los Angeles, United States - FOUND Hotels

Description

The Guest Services Manager plays a vital role in supporting the General Manager in overseeing the daily operations of the hotel, ensuring optimal performance, and driving continuous improvement in both guest and associate satisfaction.

Operating hands-on, the Ops Manager is involved in managing hourly staff, including scheduling, directing, overseeing daily activities, and providing training.

Key Responsibilities:

Commitment to Guest Experience:
Demonstrates and fosters a 100% commitment to delivering the best possible experience for guests.


Managerial Functions:
Gains proficiency in all managerial functions and operations at the hotel level, collaborating closely with other managers.


Training and Compliance:
Ensures timely training of all associates, promoting adherence to company policies, and reporting safety and security issues promptly.


Operational Excellence:

Upholds and enforces compliance with policies, rules, and standards at the property level, driving company initiatives to enhance revenue, reduce costs, and improve satisfaction.

Guest Service Resolution:

Serves as the first level of management contact for guest service issues, resolving them promptly or escalating to the GM when necessary.

Leadership and Professionalism:
Demonstrates professionalism, embraces a service-oriented culture, and treats guests and associates with respect and kindness.


Revenue Maximization:
Actively engages with guests to identify lead generation opportunities and assists with their future travel needs.


Budgetary Control and Oversight:

Assists the GM in budgetary control measures, including labor monitoring, room expense control, and maintaining PAR levels through Daily Management.

Teamwork and Training:
Assists in interviewing, onboarding, and training new associates, fostering a positive work environment through teamwork, energy, enthusiasm, and recognition.


Multi-Tasking and Relief Duties:
Actively participates in daily team meetings, provides guidance, encouragement, and corrective action when necessary. Performs other relief or back-up duties as needed, including front desk coverage and housekeeping.


Collaboration and Coordination:
Collaborates closely with the Housekeeping Manager, oversees the housekeeping department when necessary, and ensures cleanliness standards are met.


Administrative and Financial Responsibilities:
Manages the purchase order process, oversees accounting processes, including billing, accounts payable/receivables, and ensures timely payroll submissions.


Overall Housekeeping Oversight:

Oversees the entire housekeeping operation, ordering and tracking inventory, and ensuring top priorities are clean rooms, guest satisfaction, and associate satisfaction.

Qualifications:

• Bachelor's degree in Hospitality Management or related field
• Minimum of 3 years of experience in hotel operations management
• Strong supervisory skills with experience in leading and developing a team
• Exceptional customer service skills with a focus on guest satisfaction
• Proficiency in multiline phone systems and front desk operations
• Bilingual or multilingual proficiency is a plus
• Knowledge of human resources practices in a hotel setting
• Familiarity with night audit procedures

Pay:
$60, $70,000.00 per year


Benefits:

• Health insurance
• Paid time off

Schedule:

• 10 hour shift
• 8 hour shift
• Day shift
• Evening shift
• Morning shift
• Night shift
• Overnight shift

Ability to Relocate:

• Los Angeles, CA 90025: Relocate before starting work (required)

Work Location:
In person