Hotel Guest Services Manager

Are you a dynamic leader that pulls the team together, has them synergize and reach their full potential?

Then bring your experience to this unique hotel in the heart of Downtown Los Angeles' financial district and within walking distance of its theatre district, restaurants and nightlife. Hilton Checkers is the only four-diamond boutique hotel in Downtown Los Angeles. Its twelve stories offer big hotel luxuries combined with an intimate ambiance and personalized service.

Oversee all Front Office Operations to insure profitability, control costs and quality standards to insure total guest satisfaction.

ESSENTIAL FUNCTIONS:

5% Lead by example, actively engaged in the arrival, departure and service of the guests.

5% Attend Tarsadia daily revenue meeting, follow through with inventory strategy decisions, maximize revenue, maintain rate and availability calendar.

15% Manage and motivate all front office, night audit, and guest services personnel with daily supervision to include staffing, training, discipline, scheduling and visually monitoring performance to ensure adherence to all service, productivity, and accounting standards to provide guest satisfaction and cash controls.

10% Check and control front office systems, supplies inventory, scheduling forecasting and department budget to maximize revenue. Compile and prepare financial reports.

5% Communicate with guests, associates, and franchise service personnel both verbally and in writing to answer questions and provide clear direction in advising and instructing staff in details of work.

5% Implement and monitor all corporate programs.

5% Organize and conduct pre-shift and departmental meetings to disseminate pertinent information. Attend other Hotel meetings as deemed necessary.

SUPPORTIVE FUNCTIONS

* Requires mid-day to p.m. shift orientation.

* Perform room inspections which requires bending, stooping, reaching overhead and moving throughout guest floors.

* Perform other duties as requested. For example, special requests from guests.

* Consistent monitoring of Hotel and trouble shooting problems.

* Participates in Manager on Duty program. Handles and resolves guest complaints while executing MOD responsibilities.
REQUIREMENTS
SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITY

* Considerable knowledge of computer systems for registration, reservation and back-up systems.

* Above average mathematical comprehension to understand and interpret numbers as they apply to operations in Hotels.

* Ability to read, write, speak and understand the English language to communicate with guests and employees.

* Thorough organization and supervisory skills to enable successful Front Office Operations.

* Ability to develop subordinates to attain necessary skills and maintain positive work performance as well as enhance advancement in the Hotel and corporation.

* Ability to analyze complex statistical data and make judgments accordingly

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

* Ability to function in a multi-cultural environment.

* Ability to meet varying schedules due to the nature of the hospitality industry. This may include working weekends and holidays.

* Hearing and visual ability to observe and detect signs of emergency situations.

Education:

Any combination of education, training or experience that provides the required knowledge, skill and abilities. College education preferred.


Experience:

Minimum of two years front desk supervisory experience. One year of front office management experience preferred.

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