Assistant General Manager - Greenfield, United States - Hampton Inn & Suites

Hampton Inn & Suites

Verified Company

Greenfield, United States

2 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Position Overview

The Guest Service Manager is responsible for assuring that the level of service extended by front office employees follows all franchise and corporate service standards.

Additionally, the GSM is responsible for adhering to all policies and procedures to assure room revenues are maximized.

Duties and Responsibilities

Train all front office employees in the proper usage of all computer systems required for the successful operations of the front office.

Communicate effectively both verbally and in writing to provide clear direction to staff.
Assign and instruct Guest Service Representatives in details of work. Observes performance and encourages improvement.

Remain calm and alert, especially during emergency situations and/or heavy hotel activity. Resolve customer complications and complaints by conducting thorough research of the situation and the most effective solutions.

Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information.

Prepares daily forecast of expected arrivals and departures, Requires analysis and judgement skills.

Assure all corporate policies are adhered to, for example, ensuring uniforms are always worn by front office staff and are in presentable conditions.

Maintain a trace system on all group cut-off dates.

Ensures Guest Satisfaction and Exceeds Guest Expectations.

Meets and Exceeds revenue goals.

Maintain the Accounts Receivable system. Assure all billings are processed in a timely manner and that all required follow-up is completed.

Respond to all guest feedback as assigned by the General Manager.

Participate in weekly revenue management meeting.

Participate in the MOD program as assigned by the General Manager.

When the Executive Housekeeper is not scheduled, conduct room inspections as assigned to assure all cleanliness standards are maintained.

Maintain positive relationships with your competition.

Assure ongoing communications is maintained with the Front Office staff.

Communicate all guest feedback to the General Manager and/or appropriate departments.

Ability to work a varied schedule, days, nights, weekends, holidays, and have the ability to cover night audit shifts when necessary.

Ability to use Microsoft Office successfully.

Benefits: