Concord Hospitality Enterprises
Guest Service Manager
Concord Hospitality Enterprises, San Diego, California, United States, 92189
Description
We are hiring a Guest Service Manager. We are looking for associates and leaders that have a passion to serve others! Working at the front desk means you are at the hub of the hotel with the most interaction with our guests. As the front desk supervisor, you are the one that brings this group to a cohesive team focused on providing our guests excellent service while maintaining all brand standards and Concord standards. Your role is key to the overall experience the guest will have. Your keen sense of being proactive, responsive, and caring will make all the difference. If you enjoy engaging with others, leading a team, and have a winning personality and high sense of responsibility – this role is perfect for you! We have a great company culture at Concord Hospitality where everyone is valued and treated with respect. Many of our FOM’s advance in a couple of years to Assistant General Manager roles!Role Responsibilities:Maintains guest service as the driving philosophy of the hotel.Personally demonstrates a commitment to guest services in responding promptly to guest needs.Is committed to making every guest satisfied.Ensures all hotel staff, including new hires, know all components of guest services and are trained to meet standards.Develops added value customer service programs.Empowers hotel staff to deliver guest service by encouraging and rewarding responsive guest assistance.Meets or exceeds hotel guest satisfaction measures.Ensures hotel standards and services contribute to the delivery of consistent guest service.Acts as manager on duty for hotel and manages front desk operations.Ensures front desk staff is trained in all front desk operations, including check-in/check-out procedures, telephone procedures, hotel amenities, and computer systems.Leads and assists in Revenue Management functions as requested. Actively participates in conference calls with Corporate Management and any calls with brand revenue management centers.Ensures front desk staff is trained in and follows financial control procedures for cash, vouchers, inventories, and receivables.Produces accurate financial reports on time.Works with the General Manager and Sales Manager / DOS to generate new business ideas to increase sales, set up rate codes, and input rooming lists.Manages human resources functions, including recruiting, selection, orientation, training, performance planning and evaluation, pay and reward programs to maintain a qualified front desk workforce.Maintains a positive, cooperative work environment between staff and management.Emphasizes employee selection, training, and development as a way of doing business.Ensures all hotel employees know hotel objectives.Ensures personnel files are accurate and comply with both local and federal laws and regulations.Administers personnel policies fairly and consistently.Resolves employee grievances in a fair and timely manner.Ensures employees understand policies, pay procedures, bonus plans, and benefits.Helps develop management talent by acting as a mentor for direct reports.Ensures completion of training objectives and development plans.Monitors and maintains acceptable turnover levels.Knows local health and safety codes and regulations that apply to the hotel.Recognizes and corrects potential safety hazards in the hotel, such as broken doors or railings, fire hazards, etc.Recognizes and corrects potential security problems in the hotel, such as locking doors after hours, etc.Understands and follows policies and procedures for the hotel’s key control system and ensures others follow them.Maintains physical product standards by managing preventive maintenance programs and by scheduling deep-cleaning activities.Ensures ongoing staff and employee involvement in preventive maintenance programs. Protects the interests of the hotel during capital projects.Has acceptable property quality audits.Periodically inspects rooms, building exterior, parking lot, etc.Benefits:We offer competitive wages. Full-time associates are eligible to participate in a comprehensive benefit package, which includes medical/dental/vision plans, life insurance, ST/LT disability options, 401K options, tuition assistance, discounted room rates at Concord managed hotels, plus training & development and career advancement opportunities.Compensation:
$25.00-$27.00Why Concord?Concord Hospitality invests in its associates by providing training and development at all levels, from interns to executive leaders. Our “Associate First” culture supports and inspires personal development both within the workplace and beyond. Our associates are what our company is built on, and we are proud to recognize them for their hard work, dedication, and commitment to excellence. We value work-life balance, diversity, and our commitment to provide the best customer service and quality accommodations in every market we exist. Concord is built on 5 cornerstones: Quality, Integrity, Community, Profitability, and FUN! Our associates say it best with our national company cheer heard throughout North America ---“We Are Concord!” We support diversity and inclusion through our mission to be a “Great Place to Work for All.”Source: Concord Hospitality
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We are hiring a Guest Service Manager. We are looking for associates and leaders that have a passion to serve others! Working at the front desk means you are at the hub of the hotel with the most interaction with our guests. As the front desk supervisor, you are the one that brings this group to a cohesive team focused on providing our guests excellent service while maintaining all brand standards and Concord standards. Your role is key to the overall experience the guest will have. Your keen sense of being proactive, responsive, and caring will make all the difference. If you enjoy engaging with others, leading a team, and have a winning personality and high sense of responsibility – this role is perfect for you! We have a great company culture at Concord Hospitality where everyone is valued and treated with respect. Many of our FOM’s advance in a couple of years to Assistant General Manager roles!Role Responsibilities:Maintains guest service as the driving philosophy of the hotel.Personally demonstrates a commitment to guest services in responding promptly to guest needs.Is committed to making every guest satisfied.Ensures all hotel staff, including new hires, know all components of guest services and are trained to meet standards.Develops added value customer service programs.Empowers hotel staff to deliver guest service by encouraging and rewarding responsive guest assistance.Meets or exceeds hotel guest satisfaction measures.Ensures hotel standards and services contribute to the delivery of consistent guest service.Acts as manager on duty for hotel and manages front desk operations.Ensures front desk staff is trained in all front desk operations, including check-in/check-out procedures, telephone procedures, hotel amenities, and computer systems.Leads and assists in Revenue Management functions as requested. Actively participates in conference calls with Corporate Management and any calls with brand revenue management centers.Ensures front desk staff is trained in and follows financial control procedures for cash, vouchers, inventories, and receivables.Produces accurate financial reports on time.Works with the General Manager and Sales Manager / DOS to generate new business ideas to increase sales, set up rate codes, and input rooming lists.Manages human resources functions, including recruiting, selection, orientation, training, performance planning and evaluation, pay and reward programs to maintain a qualified front desk workforce.Maintains a positive, cooperative work environment between staff and management.Emphasizes employee selection, training, and development as a way of doing business.Ensures all hotel employees know hotel objectives.Ensures personnel files are accurate and comply with both local and federal laws and regulations.Administers personnel policies fairly and consistently.Resolves employee grievances in a fair and timely manner.Ensures employees understand policies, pay procedures, bonus plans, and benefits.Helps develop management talent by acting as a mentor for direct reports.Ensures completion of training objectives and development plans.Monitors and maintains acceptable turnover levels.Knows local health and safety codes and regulations that apply to the hotel.Recognizes and corrects potential safety hazards in the hotel, such as broken doors or railings, fire hazards, etc.Recognizes and corrects potential security problems in the hotel, such as locking doors after hours, etc.Understands and follows policies and procedures for the hotel’s key control system and ensures others follow them.Maintains physical product standards by managing preventive maintenance programs and by scheduling deep-cleaning activities.Ensures ongoing staff and employee involvement in preventive maintenance programs. Protects the interests of the hotel during capital projects.Has acceptable property quality audits.Periodically inspects rooms, building exterior, parking lot, etc.Benefits:We offer competitive wages. Full-time associates are eligible to participate in a comprehensive benefit package, which includes medical/dental/vision plans, life insurance, ST/LT disability options, 401K options, tuition assistance, discounted room rates at Concord managed hotels, plus training & development and career advancement opportunities.Compensation:
$25.00-$27.00Why Concord?Concord Hospitality invests in its associates by providing training and development at all levels, from interns to executive leaders. Our “Associate First” culture supports and inspires personal development both within the workplace and beyond. Our associates are what our company is built on, and we are proud to recognize them for their hard work, dedication, and commitment to excellence. We value work-life balance, diversity, and our commitment to provide the best customer service and quality accommodations in every market we exist. Concord is built on 5 cornerstones: Quality, Integrity, Community, Profitability, and FUN! Our associates say it best with our national company cheer heard throughout North America ---“We Are Concord!” We support diversity and inclusion through our mission to be a “Great Place to Work for All.”Source: Concord Hospitality
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