BMI Hospitality Management
Seattle, Washington
Do you want to work for a great company with competitive benefits and salary? The Fairfield Inn SeaTac/Airport is looking to hire a friendly and professionalGuest Service Manager. If you think you'd be a great addition to our team, please apply!Job Summary:The Guest Service Manager will work within the vision and mission of Fairfield Inn hotel brand. This position coordinates the activities of hotel personnel as directed and provides support to the General Manager, while directly managing Front office department.Essential Job Functions:Schedule staff based on business demand and ensure all shifts are coveredAssigns duties to front office staff and observes performance to ensure adherence to hotel policies and established operating proceduresProvides training, including safety training, to staffSelects or assists in the selection of front office staff and completes all new hire paperworkReviews front office employee performance and conducts personnel actions such as disciplinary actions and terminationsMaintains accurate records including cash flow sheet, direct bill accounts, credit card receipts, registration cards, reservation cards, direct bills, credit cards, and all other sensitive documentsConducts or assists in conducting staff meetingsAdheres to all franchise and company procedures and regulations as well as standard operating proceduresAttends all operation meetings, Revenue calls, resume and BEO meeting in a timely manner and ensure information is shared with team membersAssists GM in performing daily and weekly property inspections ensuring property is maintained to standard and that all safety equipment and conditions are to codeTakes on projects as assigned by GM and complete them by due dateReceives and resolves or assists in resolving guest complaints and employee issuesPerforms functions of the General Manager in their absenceCovers shifts in front office if needed to maintain smooth operationsCorresponds with group and travel agents to answer special requests for rooms and ratesAssists with sales and marketing efforts as directedAnswers inquiries pertaining to hotel policies and servicesAssists General Manager in annual employee reviews; ensures employee wages follow wage and salary guidelinesJob requirements:Strong management skills; ability to appropriately assign/delegate work and authority to others in the accomplishment of goals; provides coaching, advice, and assistance as requiredExcellent customer service skillsMaintains professional appearance and demeanor at all timesAbility to manage difficult guest situations; responds promptly to guest needs, solicits guest feedback to improve service, responds to requests for service and assistance and meets commitmentsAbility to demonstrate accuracy and thoroughness, monitors own work to ensure quality and applies feedback to improve performanceAbility to show flexibility in response to change and adapt to and accommodate new methods and proceduresKnowledge of Microsoft Office, Word, and ExcelAbility to build and motivate team members at all levels, excellent communication and leadership skills are necessary to ensure the continued success of the hotelExceptional leadership and team building skills and ability to develop people Strong skills in employee and guest service trainingEducation and experience:Some college preferred and/or 2 to 3 years related experience managing front desk or housekeeping; or equivalent combination of education and experiencePhysical Demands and Working Conditions:The physical demands described here are representative of that must be met by an employee to successfully perform the essential functions of the jobs. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand, walk, climb or balance, sit, bend, squat, kneel, twist, crouch, or crawl, and reach with hands and arms within hotel vicinity. Specific use of speech and hearing to communicate in person and by telephone; vision to read handwritten and printed material and computer screen; and lift moderate weight. May occasionally require the ability to work outside of regularly scheduled hours. Schedules may vary based on business need.Benefits:Medicaland dental offered after a qualification periodSeaTac Sick PayVacation time accrued based on hours workedFree Parking
Do you want to work for a great company with competitive benefits and salary? The Fairfield Inn SeaTac/Airport is looking to hire a friendly and professionalGuest Service Manager. If you think you'd be a great addition to our team, please apply!Job Summary:The Guest Service Manager will work within the vision and mission of Fairfield Inn hotel brand. This position coordinates the activities of hotel personnel as directed and provides support to the General Manager, while directly managing Front office department.Essential Job Functions:Schedule staff based on business demand and ensure all shifts are coveredAssigns duties to front office staff and observes performance to ensure adherence to hotel policies and established operating proceduresProvides training, including safety training, to staffSelects or assists in the selection of front office staff and completes all new hire paperworkReviews front office employee performance and conducts personnel actions such as disciplinary actions and terminationsMaintains accurate records including cash flow sheet, direct bill accounts, credit card receipts, registration cards, reservation cards, direct bills, credit cards, and all other sensitive documentsConducts or assists in conducting staff meetingsAdheres to all franchise and company procedures and regulations as well as standard operating proceduresAttends all operation meetings, Revenue calls, resume and BEO meeting in a timely manner and ensure information is shared with team membersAssists GM in performing daily and weekly property inspections ensuring property is maintained to standard and that all safety equipment and conditions are to codeTakes on projects as assigned by GM and complete them by due dateReceives and resolves or assists in resolving guest complaints and employee issuesPerforms functions of the General Manager in their absenceCovers shifts in front office if needed to maintain smooth operationsCorresponds with group and travel agents to answer special requests for rooms and ratesAssists with sales and marketing efforts as directedAnswers inquiries pertaining to hotel policies and servicesAssists General Manager in annual employee reviews; ensures employee wages follow wage and salary guidelinesJob requirements:Strong management skills; ability to appropriately assign/delegate work and authority to others in the accomplishment of goals; provides coaching, advice, and assistance as requiredExcellent customer service skillsMaintains professional appearance and demeanor at all timesAbility to manage difficult guest situations; responds promptly to guest needs, solicits guest feedback to improve service, responds to requests for service and assistance and meets commitmentsAbility to demonstrate accuracy and thoroughness, monitors own work to ensure quality and applies feedback to improve performanceAbility to show flexibility in response to change and adapt to and accommodate new methods and proceduresKnowledge of Microsoft Office, Word, and ExcelAbility to build and motivate team members at all levels, excellent communication and leadership skills are necessary to ensure the continued success of the hotelExceptional leadership and team building skills and ability to develop people Strong skills in employee and guest service trainingEducation and experience:Some college preferred and/or 2 to 3 years related experience managing front desk or housekeeping; or equivalent combination of education and experiencePhysical Demands and Working Conditions:The physical demands described here are representative of that must be met by an employee to successfully perform the essential functions of the jobs. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand, walk, climb or balance, sit, bend, squat, kneel, twist, crouch, or crawl, and reach with hands and arms within hotel vicinity. Specific use of speech and hearing to communicate in person and by telephone; vision to read handwritten and printed material and computer screen; and lift moderate weight. May occasionally require the ability to work outside of regularly scheduled hours. Schedules may vary based on business need.Benefits:Medicaland dental offered after a qualification periodSeaTac Sick PayVacation time accrued based on hours workedFree Parking
Highgate Hotels
Honolulu, Hawaii
Highgate HotelsHighgate is a leading real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in major U.S. gateway cities including New York, Boston, Miami, San Francisco and Honolulu, with a growing Caribbean and Latin America footprint. The hospitality forward company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate has a proven record of developing its diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts with contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team consisting of some of the most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in New York, Chicago, Dallas, London, Miami, and Seattle. 645-room hotel is perfectly located on Honolulu's famous Kalakaua Avenue, where it is just steps to the beach and an arm's reach to the best dining, shopping, and entertainment in the area. Guests can borrow the hotel's own towels and beach chairs to spend the day by the sea, or choose to lay out by the hotel's pool with a tropical drink from nearby Tiki's Grill and Bar. And for the adventurous, the Aston Waikiki offers a on-site activities desk ready to curate a number of fun experiences.Employment StatusFull-TimeOverviewThe Guest Services Manager (OEM) is responsible for assisting the Guest Relations Manager while providing attentive, courteous, and efficient service to all guests, including successfully resolving guest complaints, prior to arrival and throughout their stay, while maximizing room revenue and occupancy.ResponsibilitiesEstablish and maintain attentive, friendly, courteous and efficient hospitality at the Front Desk, Coconut Club, Pool and Front Drive.Respond to all guests' requests, problems, complaints and/or accidents presented at the Front Desk or through Reservations, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.Assist with development of employee morale and ensure training of Guest Services personnel.Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.Fully comprehend and operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.Assist Guest Relations Manager in ensuring that employees are following and maintaining standards (i.e., answering phones, callbacks to guests, guest request log).Have knowledge of and assist in all emergency procedures as required. Be able to perform, completed and ensure that all tasks and duties on the shift checklist are completed in a timely and efficient manner.Responsible for issued house bank.Monitor key control to maintain hotel securityEnsure the maximization of room revenue through property approved upsell system.Monitor proper operation of the P.B.X. console and ensure that employees maintain Highgate Hotel S.O.P.'s in its use.Establish and maintain good communications and teamwork with fellow employees and third party employees.Greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel S.O.P.'s.Ensure implementation of all Highgate Hotel policies and house rules. Understand hospitality terms.Perform check-ins and checkouts; confirm that all SOP's are being followed properly.Train new employees, help to develop and implement training programs.Maintain log of rooms in "out of order" status.Authorize and sign adjustments and paid outs over the limit.Oversee discrepancy report and monitor follow-through.Work closely with housekeeping regarding daily operations.Work closely with third party companies to help deliver seamless and enjoyable guest experiences.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.Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.Be aware of all rates, packages and promotions currently underway.Follow and enforce all Highgate Hotel credit policies.Ensure that employees, including third party employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.Ensure team understands and remains focused on their role in contributing to the Guest Service and audit scores.Assist with sign off of all Service Standards by Position for Guest Services staff.Monitor all V.I.P.'s, special guests and requests. Review Front Office log books and Guest Request log on a daily basis.Monitor all appropriate service delivery systems.Block rooms for special groups, arrivals, airline crew etc.Participate in Room Inspection programs.Assist in training and cross training of new hires, current employees, third party employees on a regular basis.QualificationsHigh School diploma or equivalent required.At least 2 to 3 years of progressive experience in a hotel or a related field recommended. College course work in related field helpful.Must be proficient in Windows, Company approved spreadsheets and word processing.Previous supervisory responsibility preferred.Must have a valid driver's license for the applicable state.Expected work week of 47.5 hoursLight 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.Maintain a warm and friendly demeanor at all times.Must be able to effectively communicate both verbally and written, with all level 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.Resolve guest complaints effectively and efficiently.Attend all hotel required meetings and trainings.Participate in MOD coverage as required.Maintain regular attendance in compliance with Highgate Hotel 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 nametag.Comply with Highgate Hotel 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.
Highgate HotelsHighgate is a leading real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in major U.S. gateway cities including New York, Boston, Miami, San Francisco and Honolulu, with a growing Caribbean and Latin America footprint. The hospitality forward company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate has a proven record of developing its diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts with contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team consisting of some of the most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in New York, Chicago, Dallas, London, Miami, and Seattle. 645-room hotel is perfectly located on Honolulu's famous Kalakaua Avenue, where it is just steps to the beach and an arm's reach to the best dining, shopping, and entertainment in the area. Guests can borrow the hotel's own towels and beach chairs to spend the day by the sea, or choose to lay out by the hotel's pool with a tropical drink from nearby Tiki's Grill and Bar. And for the adventurous, the Aston Waikiki offers a on-site activities desk ready to curate a number of fun experiences.Employment StatusFull-TimeOverviewThe Guest Services Manager (OEM) is responsible for assisting the Guest Relations Manager while providing attentive, courteous, and efficient service to all guests, including successfully resolving guest complaints, prior to arrival and throughout their stay, while maximizing room revenue and occupancy.ResponsibilitiesEstablish and maintain attentive, friendly, courteous and efficient hospitality at the Front Desk, Coconut Club, Pool and Front Drive.Respond to all guests' requests, problems, complaints and/or accidents presented at the Front Desk or through Reservations, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.Assist with development of employee morale and ensure training of Guest Services personnel.Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.Fully comprehend and operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.Assist Guest Relations Manager in ensuring that employees are following and maintaining standards (i.e., answering phones, callbacks to guests, guest request log).Have knowledge of and assist in all emergency procedures as required. Be able to perform, completed and ensure that all tasks and duties on the shift checklist are completed in a timely and efficient manner.Responsible for issued house bank.Monitor key control to maintain hotel securityEnsure the maximization of room revenue through property approved upsell system.Monitor proper operation of the P.B.X. console and ensure that employees maintain Highgate Hotel S.O.P.'s in its use.Establish and maintain good communications and teamwork with fellow employees and third party employees.Greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel S.O.P.'s.Ensure implementation of all Highgate Hotel policies and house rules. Understand hospitality terms.Perform check-ins and checkouts; confirm that all SOP's are being followed properly.Train new employees, help to develop and implement training programs.Maintain log of rooms in "out of order" status.Authorize and sign adjustments and paid outs over the limit.Oversee discrepancy report and monitor follow-through.Work closely with housekeeping regarding daily operations.Work closely with third party companies to help deliver seamless and enjoyable guest experiences.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.Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.Be aware of all rates, packages and promotions currently underway.Follow and enforce all Highgate Hotel credit policies.Ensure that employees, including third party employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.Ensure team understands and remains focused on their role in contributing to the Guest Service and audit scores.Assist with sign off of all Service Standards by Position for Guest Services staff.Monitor all V.I.P.'s, special guests and requests. Review Front Office log books and Guest Request log on a daily basis.Monitor all appropriate service delivery systems.Block rooms for special groups, arrivals, airline crew etc.Participate in Room Inspection programs.Assist in training and cross training of new hires, current employees, third party employees on a regular basis.QualificationsHigh School diploma or equivalent required.At least 2 to 3 years of progressive experience in a hotel or a related field recommended. College course work in related field helpful.Must be proficient in Windows, Company approved spreadsheets and word processing.Previous supervisory responsibility preferred.Must have a valid driver's license for the applicable state.Expected work week of 47.5 hoursLight 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.Maintain a warm and friendly demeanor at all times.Must be able to effectively communicate both verbally and written, with all level 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.Resolve guest complaints effectively and efficiently.Attend all hotel required meetings and trainings.Participate in MOD coverage as required.Maintain regular attendance in compliance with Highgate Hotel 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 nametag.Comply with Highgate Hotel 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.
