Guest Service Manager

5 giorni fa

Lazio, Italia Hilton A tempo pieno

Job Requirements
A Guest Sevice Manager ensures that Team Members are prepared and well-informed to deliver Guests an exceptional experience from check-in through check-out.
As Guest Service Manager, you will manage the Guest Service Team to ensure that Team Members are prepared and well-informed to deliver Guests an exceptional experience from check-in through check-out.
A Guest Service Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:
- Oversee the entire Front Office and F&B operation to maintain high standards
- Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement
- Ensure regular and VIP Guests are recognised and that the Front Office department operates with a sales attitude and promotes the hotel brand's loyalty scheme
- Maximise room occupancy at best rates and use up-selling techniques to promote hotel services and facilities
- Setting departmental objectives, work schedules, budgets, policies, and procedures
- Monitor the appearance, standards, and performance of the Front Office and F&B Team Members with an emphasis on training and teamwork
- Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices
- Maintain good communication and working relationships with all hotel departments
- Monitor staffing levels to meet cover business demands
- Conduct monthly communication meetings, and produce minutes
- Staff performance issues in compliance with company policies and procedures
- Recruiting, managing, training and developing the Front Office and F&B team
- Act in accordance with policies and procedures when working with front of house equipment and property management systems
**Work Experience**
Guest Service Managers serving Hilton brands are 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:
- Previous Management experience in Front Office and F&B within the hotel/leisure/retail
- High level of IT proficiency
- High level of commercial awareness and sales capabilities
- Excellent leadership, interpersonal and communication skills
- Accountable and resilient
- Commitment to delivering a high level of customer service
- Ability to work under pressure
- Excellent grooming standards
- Flexibility to respond to a variety of work situations
- Ability to work on your own and as part of a team
- Excellent Knowledge of Hilton management systems (ONQ PMS, ONQ R&I)
**Disclaimer **This job posting is for a position at a hotel that is owned and operated by an independent franchisee.
The franchisee controls all aspects of the hotel's employment practices, including recruiting, hiring, salary, benefits and compensation decisions, and the collection and processing of the personal data that you provide on this website.
If you accept this position, you will be employed by a franchisee and not by Hilton.
You will not be eligible from compensation or benefits from Hilton.
You will be eligible for compensation or benefits only as may be provided to you by the independent franchisee.

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