Evening Guest Service Manager

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Organizational Structure:

DEPARTMENT: Rooms STATUS: Full-time/Management/Exempt REPORTS TO: General Manager SUBORDINATES: Guest Service Agent, Reservationist, Night Auditor, Bellman/Drivers

Job Summary: Serves as the Manager on Duty during the evening shifts. Focus will be 80% on the Front Office and 20% the overall operations of the hotel including all F&B outlets, Night Audit, Housekeeping, Engineering, Security and Parking. As business demands in various parts of the hotel fluctuate, this ratio will adjust to address the more pertinent need at the time. Serves as a Journey Ambassador to guests ensuring that the highest levels of hospitality and service are provided. Represents hotel management in resolving any guest or hotel related situation. Troubleshoots challenges with traffic flow for guests, groups and events and works with departments to ensure any challenges that may arise are addressed. Assists with supervision and training of Front Office team members.

Essential Job Functions: ? Lead by example: Team Up, Own It and Passionately Serve! ? Assists in the supervision of Front Office staff including hiring, disciplinary action, performance evaluations, scheduling, training, and development. ? Direct supervision of bellmen drivers to include developing and maintaining standards and trainings. ? Maintains Hilton and 4 Diamond standards in the Front Office ? Maintains standards of guest service quality ? Oversees evening hotel operations as delegated by the General Manager ? Focuses on improvement in guest satisfaction through proper supervision of assigned departments ? Participates in the development of short term and long term financial and operational plans for the hotel ? Performs daily walk throughs inspecting the hotel and completing nightly checklist ? Ensures security for the hotel's guests and assets ? Ensures proper handling of guest complaints ? Maintains compliance with all local, state and federal laws and regulations ? Knows and complies with all company policies and procedures pertaining to this position and its duties ? Review arrivals to identify new transient accounts and communicate with the Sales department ? Ensures cross-selling of other Shamin Hotels by hotel staff ? Serves as the Qualtrics Champion (guest service evaluations) by studying the Qualtrics surveys and working with various departments to identify and improve the Overall Stay scores

TOP Requirements: ? Lead by example: Team Up, Own It and Passionately Serve! ? Create and foster a TOP Culture within your department. ? Give Shout Outs to your Team Members that Team Up, Own It or Passionately Serve. ? Teach, mentor, and direct your team to exemplify the TOP Culture. ? Recruit and hire team members who embody our TOP Culture. ? Assure that you develop your team by sending them to TOP training. ? Prepare your associates to take on more responsibility and recommend TOP associates for promotion. ? Demonstrate self-confidence, energy and enthusiasm at all time? Being comfortable with the high level of visibility and the TOP leadership role within the company.

Qualification Summary: Education & Experience: ? High school diploma or GED certification required. ? 3 years' experience in the hotel industry. ? 1 year experience as a Front Desk Supervisor. ? 1 year experience as a Night Auditor ? 4-year college graduate preferred in Hospitality Management ? Valid driver's license from the appropriate state. ? Driving record approved by insurance carrier guidelines. ? Must be able to work with and understand financial information and data, and possess basic mathematical skills ? Reading, Writing, Basic Math ? Computer skills ? Brand systems ? Equivalent level of education and experience may be substituted for the requirements above.

Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of the job, the employee will be required to: ? Long and varied hours standing are often required (8 hours). ? Ability to use hands to fingers, handle, feel, talk and hear ? Bending, reaching, stooping or crouching on occasion ? Light work - Exerting up to 25 pounds of force occasionally and/or up to 10 pounds of force frequently to lift, carry, push, pull or otherwise move objects. ? Specific vision abilities include close vision, distance vision, clear vision, peripheral vision, depth perception and the ability to focus. ? Ability to see, hear, speak, read, write and understand English.

Mental Requirements: ? Must be able to convey information and ideas clearly, both oral and written in English. ? Must be able to evaluate and select among alternative courses of action quickly and accurately ? Must be able to work well in stressful, high-pressure situations including the ability to handle guest complaints and disputes while resolving them even if the situation did not begin with them. ? Must maintain composure and objectivity under pressure. Must be respectful and maintain a calm demeanor. ? Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems. ? Must have the ability to assimilate complex information, data, etc. from various sources and consider, adjust or modify to meet the constraints of the particular need. ? Must be effective at listening to, understanding and clarifying concerns and issues raised by team members and guests. ? Must be able to work with and understand financial information and data, and basic arithmetic function. ? Must be able to work with a myriad of personalities and levels within the hotel and outside sources ? Must be able to negotiate with clients while understanding the budgeted goals of the hotel(s) that need to be attained

This is a general representation of the duties and responsibilities commonly found for this type of position.