What will I be doing :
What will I be doing?
As a Guest Services Manager, you are responsible for overseeing all Rooms Division operations to deliver an excellent Guest and Member experience.
A Guest Services Manager will also be required to evaluate guest satisfaction and set department targets and objectives.
Specifically, you will be responsible for performing the following tasks to the highest standards :
Oversee Rooms Division operations including, but not limited, to Concierge, Reception, and Housekeeping
Evaluate Guest satisfaction levels and monitor trends with a focus on continuous improvement
Operate within departmental budgets through effective stock and cost controls and well managed schedules
Set departmental targets and objectives, work schedules, budgets, and policies and procedures
Monitor the appearance, standards and performance of the Room Division Team with an emphasis on training and teamwork
Ensure team members have an up-to-date knowledge of all room categories and amenities
Maintain good communication and work relationships in all hotel areas and with external customers and suppliers
Ensure staffing levels cover business demands
Ensure ongoing training
Ensure communication meetings are conducted and post-meeting minutes generated
Recruit, manage, train and develop the Room Division team
Contribute to succession planning within the hotel and company
Ensure team members comply with hotel security, fire regulations and all health and safety legislation
Proficient in property management systems
Assist other departments wherever necessary
Ensure the department adhere to Hilton policies and procedures
Ensure competence of HHonors loyalty programme and ensure compliance
What are we looking for?
A Guest Services Manager serving Hilton brands is always working on behalf of our Guests and working with other Team Members.
To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow :
Rooms Management / Front Office Management experience in the hotel / leisure / retail sector in a similar capacity
Strong leadership skills to manage and motivate the team
Excellent organisational and planning skills
Excellent communication skills
Good financial awareness
Accountable and resilient
Ability to work under pressure
Flexibility to respond to a range of different work situations
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions :
Degree in related field
Familiar with Property Management Systems