Guest Service Manager

1 week ago

Mississauga, Ontario, Canada TRU by Hilton Toronto Airport West. Full time
Primary Objective of Position Guest Service Manager


To provide efficient and courteous service to each customer and maximize room revenues by directing and coordinating the activities of the Front Office operation in accordance with the Hotel's standards.

Major Areas of Accountability
1) Meets and exceeds the expectations of the customers by ensuring that employees provide outstanding customer service.
Be visible at the front desk
Schedules employees in accordance with forecasted sales; adjusts staffing as necessary for sudden changes
Plan, assign, supervise and participate in the daily activities of the Guest Service staff.
Participates in the prompt and courteous check in and checkout of guests. Rates and room numbers should not be announced. Special attention should be paid to guest requests.
Use guests' names when communicating with them
Provide gracious and efficient telephone service as it relates to general PBX calls. Calls should be answered promptly and knowledgeably, always ensuring complete and accurate information
Demonstrates a working knowledge of all services, facilities and programs of the hotel and effectively assists guests
Responds to guests' requests promptly, efficiently, and courteously. Communicates effectively
Arranges fulfillment of guest services by working with housekeeping, maintenance and food and beverage where applicable
Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book
Resolve conflicts and negotiate effectively
Demonstrates teamwork by cooperating, assisting, and communicating effectively with co-workers.
Properly processes guest mail, messages, packages, and wake up calls
Provide concierge service - fluent knowledge of area, attractions, restaurants, special events, and guest amenities
Deliver requested items to guestrooms such as rollaway beds, cribs, pillows, towels, luggage etc.
Confirms all duties and reports as specified on the shift checklist are completed accurately
Ensure staff is trained in financial control procedures and follows them regularly. Maintains Accounts Receivable
Establishes and communicates customer service objectives which support achievement of Hotel's mission.

Determines customer satisfaction and needs by reviewing comment cards, social media and talking to guests regularly; identifies problem areas and formulates solutions.

Oversees the guest service function to ensure corrective action is taken to resolve guest complaints and ensure superior guest service
2) Increase sales volume and profitability
Maximize revenue per available room using knowledge of rates, selling restrictions and strategies
Maximize room occupancy utilizing agreed upon overbooking policy, out of order rooms and upgrades
Maximize sales productivity by using proper sales techniques
Ensures all guests establish credit upon check in
Monitors guest accounts to ensure adherence to hotel credit limits by completing high balance report and verifies accuracy of registration information
Ensure all charges are correctly entered on the guest's bill, credit card control procedures are strictly adhered to, and accounts are balanced daily
Accurately closes shift by getting appropriate approval signatures and authorization codes
Negotiates with clients to achieve maximum profitability while satisfying client needs
Maintains group contracts, rooming lists, charge routing, and payments.
Handles Advance Purchase and Hilton HHonors reservations and payments.
Maintains tax exempt paperwork.
Constantly monitor and be aware of competitor activity and new business and developments in the area
Ensures a proper exchange of information, coordinating details with other department heads
Maximize revenue through Yield Management and inventory control systems.
Monitor budget and control expenses with a focus on increased productivity

3) Maintains supply inventory necessary for optimal operating efficiency by initiating purchasing orders and placing orders for Suite Shop as required
Achieves the best prices and suitability of product by appropriately selecting from available contractors and vendors
Maintain proper inventory levels managing cost per room for supplies; performs a monthly inventory
Reviews and codes invoices
4) Meets and exceeds the expectations of the employees by utilizing leadership skills and motivation techniques in order to maximize employee productivity and satisfaction of direct reports
Selects qualified employees and provides orientation and training.
Conducts skills training and customer service training on a regular basis
Determines and communicates standards of performance to employees. Assists with evaluating employee performance on a regular basis and recommends salary increases as appropriate
Develops employees to maximize potential and prepare for future promotional opportunities by conducting counseling sessions, determining development needs and allowing these needs to be met
Ensures that disciplinary

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