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Guest Services Manager

Location: 

Rio Grande, PR, US

Property Name:  Rio Mar Beach Grand Resort
Req Id:  12892

Wyndham Grand is now seeking a Guest Services Manager to join our team at the Rio Mar Beach Grand Resort location in Rio GrandePuerto Rico.

Job Summary

The Guest Services Manager is responsible for ensuring the operation of the Guest Services, Concierge and Uniformed Services in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy.

Education & Experience

  • At least 5 years of progressive experience in a hotel or a related field; or a 2-year college degree and 3 or more years of related experience; or a 4-year college degree and at least 1 year of related experience.
  • Supervisory experience required.
  • Fully bilingual (English & Spanish)
  • Must be proficient in Windows, Company approved spreadsheets and word processing.
  • Must have a valid driver’s license from the applicable state.
  • Able to work a flexible schedule, including rotating shifts, nights, weekends, holidays and overnight. 

Physical Requirements

  • Long hours sometimes required.
  • Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
  • Ability to stand during entire shift.

General Requirements

  • Must be able to effectively communicate both verbally and written, with all levels of employees and guests in an attentive, friendly, courteous and service oriented manner.
  • Must be effective at listening to, understanding and clarifying concerns raised by employees and guests.
  • Must be able to multitask and prioritize departmental functions to meet deadlines.
  • Approach all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner.
  • Attend all hotel required meetings and trainings.
  • Maintain regular attendance in compliance with Wyndham Standards, as required by scheduling, which will vary according to the needs of the hotel.
  • Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and name tag.
  • Comply with Wyndham Standards and regulations to encourage safe and efficient hotel operations.
  • Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
  • Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
  • Must be able to understand and apply complex information, data, etc from various sources to meet appropriate objectives.
  • Must be able to cross-train in other hotel related areas. .
  • Must be able to maintain confidentiality of information.
  • Must be able to show initiative, including anticipating guest or operation needs.
  • Perform other duties as requested by management.
  • Maintain a warm and friendly demeanor at all times.   

Fundamental Requirements

  • Respond to all guests requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, comment cards, letters and/or phone calls in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
  • Motivate, coach, counsel and discipline all guest services personnel according to Wyndham SOP's.
  • Prepare and conduct all Guest Services interviews and follow hiring procedures according to Wyndham SOP's.
  • Maximize room revenue and occupancy.
  • Participate in required MOD program as scheduled.
  • Review guest services staff worked hours for payroll compilation and submit to Accounting on a timely basis.
  • Prepare employee schedule according to business forecast, payroll budget guidelines and productivity requirements.
  • Ensure that no-show revenue is maximized through consistent and accurate billing.
  • Maintain Wyndham SOP's regarding purchase orders, vouchering of invoices and checkbook accounting.
  • Ensure that wage progress, productivity and the ten day forecats are completed on a timely basis according to Wyndham SOP's.
  • Work closely with accounting on follow-up items, i.e, returned checks, rejected credit cards, employee discrepancies, etc.
  • Operate all aspects of the front office computer system, including software maintance, report generation and analysis and simple programming.
  • Monitor proper operation of the PBX console and ensure that employees maintain Wyndham SOP's in its use.
  • Ensure implementation of all Wyndham policies and house rules. Understand hospitality terms.
  • Assist in preparation of revenue and occupancy forecasting.
  • Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.
  • Ensure correct and accurate cash handling at the front desk.
  • Follow  and enforce all Wyndham hotel credit policies.
  • Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
  • Maintain and monitor lost and found procedures and policies according to Wyndham standards.
  • Establish and maintain key control system.
  • Focus the guest services department on their role in contributing to the guest service and audit scores.
  • Monitor all VIP special guests and requests.
  • Maintain required pars of all front office and stationary supplies.
  • Review daily front office work and activity reports generated by Night Audit.
  • Review front office log book and guest request log on a daily basis.
  • Be familiar with all corporate sponsored programs such as airline mileage, triple upgrade or VIP programs, and the standards and procedures for each.
  • Maintain organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.

COMPANY OVERVIEW:
Wyndham Hotels & Resorts is the largest hotel franchisor in the world and a leading hotel management company.  We stand 20 brands strong across 9,000 hotels in more than 80 countries, and we offer the most diverse collection of hotel experiences in the world.  Our iconic brands, united by the richest and simplest rewards program in the business, make hotel travel possible for all.

Our hotel owners are the stewards of our brands, and together, we champion everyday travelers.  We believe guests deserve great experiences, and our robust portfolio—distinguished by our leading economy and midscale brands—delivers just that.

We are AmericInn® by Wyndham, Baymont® by Wyndham, Days Inn® by Wyndham, Dazzler® by Wyndham, Dolce Hotels and Resorts® by Wyndham, Esplendor® Boutique Hotels by Wyndham, Hawthorn Suites by Wyndham®, Howard Johnson® by Wyndham, La Quinta® Inns & Suites, Microtel  by Wyndham®, Ramada Encore by Wyndham, Ramada Worldwide® by Wyndham, Super 8® by Wyndham, The Trademark Collection® by Wyndham, Travelodge® by Wyndham, TRYP by Wyndham®, Wingate by Wyndham®, Wyndham Garden®, Wyndham Grand® and Wyndham Hotels and Resorts®.

Headquartered in Parsippany, N.J. with offices around the globe in London, Shanghai, Buenos Aires, Dubai and more, Wyndham Hotels & Resorts employs approximately 15,000 team members worldwide.

Our Company is an Equal Employment Opportunity Employer.

Job Location: Rio Mar Beach Grand Resort6000 Rio Mar BlvdRio GrandePuerto Rico  00745
Employment Status: Full-time

What we expect from you

• Bring your best every day

• Put our guests first

• Strive to exceed expectations in all you do

What you can expect from us

• Best-in-class training and career development

• Supportive and engaged team

• Fast paced fun environment

About Wyndham

Wyndham Hotels & Resorts is the champion of the everyday traveler. Through the largest and widest collection of hotel experiences in the world, we work to make hotel travel possible for all. Wherever and however people travel, Wyndham will be there to welcome them.