Guest Services Manager

Situated in the epicenter of Midtown, Loews Atlanta Hotel is walking distance to some of the best attractions in the city. Welcome to Atlanta's Most Vibrant Neighborhood. With spectacular views, beautiful rooms and an ideal location this property is a modern-age Southern charmer.

Job Specific

• Coordinates the exceptionally professional and seamless welcome, registration, luggage handling, and escort to room for guests
• Coordinates pre-blocking of rooms for guests arriving with special requests
• Manages the hotels Ready Room program to ensure either the immediate availability or rapid provision of clean and ready rooms for arriving guests
• Manages the pre-registration, remote arrival and rooming of all group guests
• Coordinates the assembly of package collaterals and ticket media for package guests
• Oversees pre-registration, amenities delivery, and airport pick-up and transfer to hotel for VIP guests
• Ensures communication of VIP arrival to Manager on Duty who welcomes VIPs and provides escort to room
• Responsible for maximizing hotel occupancy from walk-in guests in accordance with hotel yield management policies
• Responsible for the resolution of room status discrepancies with the housekeeping department
• Ensures the prompt satisfaction of guest requests and the exceptionally professional and courteous resolution of guest complaints
• Monitors hotel credit limit reports, taking action on any accounts which require immediate settlement
• Monitors the daily pace of guest arrivals and departures
• Checks the status of all Out-of-Order rooms on a daily basis
• Ensures adherence to department and Loews Hotels guidelines, policies, and procedures
• Ensures full compliance by department with hotel security procedures
• Act as a liaison between group contacts and Conference Management department to provide group transportation arrangements
• Participates in pre-convention meetings
• Assists with preparation of annual department budget
• Manages department costs and updates budget if operational forecasts change significantly
• Evaluates changes in guest needs, the hotels guest mix, and industry and competitive trends to recommend appropriate product/service and operational changes to be made to ensure guest and employee satisfaction, and to maintain market dominance and exceptional financial returns
• Interviews, hires, and provides training for Guest Services personnel
• Coordinates the distribution of hotel information to Guest Services employees and the maintenance of all Guest Services logs
• Evaluate individual employee training needs and requirements for advancement
• Prepares weekly schedules
• Conducts daily department pre-shift meetings and monthly department meetings
• Responsible for the accurate recording and submittal of payroll information
• Prepares reports as required example: monthly rebate analyses, etc.
• Other duties as assigned

General

• Promotes and applies teamwork skills at all times
• Notifies appropriate individual promptly and fully of problems and/or unusual matters of significance
• Is polite, friendly, and helpful to guests, management and fellow employees
• Executes emergency procedures in accordance with hotel standards
• Complies with required safety regulations and procedures
• Attends appropriate hotel meetings and training sessions
• Maintains cleanliness and excellent condition of equipment and work area
• Complies with hotel standards, policies and rules
• Recycles whenever possible
• Remains current with hotel information and changes
• Complies with hotel uniform and grooming standards