Guest Service Manager/front Desk Manager - Baltimore, United States - Sonesta Baltimore Inner Harbor
Sonesta Baltimore Inner Harbor
Baltimore, United States
Verified Company
1 week ago
Description
Millennium Hospitality Management Group is a western Pennsylvania based management company. Our vision is to create a results-oriented leadership company with spirited, well-trained associates that provide a memorable experience for our guests and provide development growth to our associatesMillennium Hospitality is a fast growing company, and we currently manage various branded properties throughout the nation. We are looking for a strong, guest and associate focused individual looking to lead the Front Office/Guest Services team at our soon to open Sonesta Baltimore Inner Harbor
Work as a liaison with the teams/departments and guests to achieve the highest level of guest satisfaction for the property assigned.
ESSENTIAL FUNCTIONS:
- Be readily available and approachable for all guests.
- Assist associates in understanding guest's everchanging needs and expectations and exceed them.
- Hold daily huddles and communicate GSS goal board/Budget Goal board updates.
- Take proactive approaches when dealing with guest concerns. Follow brand specific and Millennium guidelines.
- Publish all guest satisfaction results in a timely manner including all forms, comment cards and guest letters. Solicit feedback for continuous improvement.
- Always extend professionalism and courtesy to guests.
- Follow up with preventative maintenance processes to ensure all measures are completed within appropriate timelines.
- Thoroughly understand the service culture. Ensure that all members of your staff understand the same philosophy.
- Respond timely to guest complaints.
- Ensure all team members meet or exceed all hospitality requirements.
- Develop and lead Guest Care meetings, ensure they are taking place biweekly at a minimum.
- Create and build an environment that emphasizes motivation, empowerment, and teamwork.
- Set clear expectations for the team. Ensure that the team has the capabilities to meet and exceed those expectations.
- Lead by example demonstrating selfconfidence, energy, and enthusiasm.
- Motivate and encourage staff to solve guest and associate concerns.
- Ensure orientation for new associates is done in a timely manner.
- Know hotels emergency plan, train, and implementation.
- Comply with all corporate accounting procedures.
- Assist in developing hotel budget and capital expenditure plans.
- Utilize budgets to understand financial objectives
- Responsible for the operations outlets of hotel. Ensuring all hotel standards are being met.
- Provide a safe work environment in compliance with OSHA/MSDS.
- Make sure that staffing levels are appropriate to exceed guest expectations.
- Understand hotels system inventory and daily selling strategies.
- Work with all departments to ensure that all services are always met with the highest quality.
- Setup, manage and work with all team members to offer managers socials at least 2x per week.
- Stay current on local market conditions.
- Inspect and recommend at a minimum 10 rooms daily
- Ensure propertyhiring practices comply with I9, ADA and EEO requirements.
- Interview and make hiring decision.
- Promote both Guarantee of Fair Treatment and Open-Door policies.
Pay:
$40, $50,000.00 per year
Work setting:
- Inperson
Experience:
- Hotel experience: 1 year (preferred)
Work Location:
In person