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Assistant Guest Services Manag...
Assistant Guest Services Manager
Holiday Inn Downtown Superdome is seeking to hire an experienced Assistant Guest Services Manager. This position will assist managing the daily operations of the Front Desk, Night Audit, Reservations, and Bell Services departments for a 295 room full service hotel.
DUTIES AND RESPONSIBILITIES:
Main objective is to achieve outstanding overall Guest Satisfaction, and ensure a remarkable experiencefor guests from the time of booking to departure. Communication between shifts and departments is essential to successful operations and an exceptional guest experience. Act as the first point of contactfor our guests, employees, and other departments in the hotel. Ensure efficient guest registration, check out, and telephone service exceeding IHG brand standards. Observe Guest Service Agents, Night Auditors, and Bell Staff to assist in providing constructive feedback, improving skills with additional training when needed, and for accountability of established policies and procedures. This includes but is not limited to ensuring proper public relations techniques are utilized, guests are handled both courteously and professionally, proper identification and credit are established and all posting, cash transactions, account settlements, and deposits are handled correctly. Recover service when necessary. Address online reviews and Guest Relations cases.
Development of training, policies, procedures, and verbal scripts that a Guest Service Agent, Night Auditor, or Bellman should follow during interaction at the Front Desk or public areas is required. We are seeking a lively candidate who enjoys working with people, leads by example, inspires their staff to excel,and revels in the excitement of a fast paced environment.
The ideal candidate must have some college or equivalent education and should have at least three years of Front Desk, or Guest Services supervisory experience. The candidate must be proficient in Opera PMS, possess excellent verbal and written communication skills, must be organized and able to multi-task, comfortable with computers and technology, and affluent in handling guest issues. He/she willbe an innovator with an eye towards constant improvement in guest satisfaction and operating efficiency, and a team player. The candidate must also be able to work both mornings and evenings, and occasionally the overnight shift; and be able to work all days of the week, including weekends and holidays. However, the position calls for primarily evening hours.