Guest Services Manager - New York, United States - James NoMad NYC

James NoMad NYC

Verified Company

New York, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Compensation Type:

Yearly Highgate Hotels:
Highgate is a premier real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in U.S.

gateway markets including New York, Boston, Miami, San Francisco and Honolulu, with a rapidly expanding presence in Europe, Latin America, and the Caribbean.

Highgate's portfolio of global properties represents an aggregate asset value exceeding $20B and generates over $5B in cumulative revenues.

The company provides expert guidance through all stages of the hospitality property cycle, from planning and development through recapitalization or disposition.

Highgate also has the creativity and bandwidth to develop bespoke hotel brands and utilizes industry-leading proprietary revenue management tools that identify and predict evolving market dynamics to drive out performance and maximize asset value.

With an executive team consisting of some of the industry's most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands.

Highgate maintains corporate offices in London, New York, Dallas, and Seattle.

Location:

The James New York - NoMad offers 'urban explorers' a calm and cool experience in NYC.

Situated on the corner of 29th Street and Madison Avenue, the 337-room luxury boutique hotel is in the heart of Manhattan's desirable NoMad neighborhood.

The hotel boasts a modern yet classic design, acclaimed signature restaurant Scarpetta, cocktail lounge The Seville, and creative programming.

Overview:

The Guest Services Manager is responsible for ensuring the operation of the Guest Services, in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy.

Responsibilities:

Respond to all guests' requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
Motivate, coach, counsel and discipline all Guest Services personnel according to Highgate Hotel S.O.P.'s.
Carry a cell phone at all times.
Prepare and conduct all Guest Services interviews and follow hiring procedures according to Highgate Hotel S.O.P.'s.
Develop employee morale and ensure training of Guest Services personnel.
Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily, i.e. flash report, allowances, etc.
Participate in required M.O.D. program as scheduled.
Ensure that noshow revenue is maximized through consistent and accurate billing.
Maintain Highgate Hotel S.O.P.'s regarding Purchase Orders, vouchering of invoices and checkbook accounting.
Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
Work closely with Accounting on followup items, i.e., returned checks, rejected credit cards, employee discrepancies, etc.
Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
Ensure staff greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel S.O.P.'s.
Ensure implementation of all Highgate Hotel policies and house rules. Understand hospitality terms.
Assist in preparation of revenue and occupancy forecasting.
Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
Must maintain constant communication with Housekeeping, Reservations and the Accounting Manager.
Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.
Coordinate all aspects of the ongoing implementation of the Highgate Hotel philosophy of service.
Ensure correct and accurate cash handling at the Front Desk.
Follow and enforce all Highgate Hotel credit policies.
Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
Maintain and monitor "Lost and Found" procedures and policies according to Highgate Hotel standards.
Establish and maintain key control system.
Ensure participation within department for monthly Highgate Hotel team meeting.
Focus the Guest Services Department on their role in contributing to the Guest Service and audit scores.
Monitor all V.I.P.'s, special guests and requests.

Qualifications:

At least 5 years of progressive experience in a hotel or a related field; or a 2year college degree and 3 or more years of related experience; or a 4year college degree and at least 1 year of related experience.
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