Guest Services Manager

Guest Services Manager:

Summary

Responsible for the overall management of the Guest Services to include Reservations (group block input and management) and Front Office. Position requires availability to work day shifts, evening shifts and weekends. This position reports to the Director of Front Office.

Job Duties and Responsibilities

• Manage day to day Reservations operations including, but not limited to scheduling and payroll.
• Monitor yearly operating budget and monthly/yearly payroll forecasts.
• Prepare weekly twelve-day operational forecasts.
• Monitor future room inventory and prepare restrictions. Inform CRO and external reservation centers of room and rate availability.
• Monitor Sales Department room allocation on a daily basis.
• Work closely with Sales Department on group bookings and pick up to ensure maximum room revenue and occupancy. Address problems or concerns with contracts including peak night and shoulder night controls.
• Compile and distribute month-end reports and statistics.
• Update market code/rate sheet and circulate information.
• Operate, monitor and maintain all reservations terminals and related equipment.
• Prepare all training-related material and train all Reservations staff. Cross-train other hotel employees in reservations procedures.
• Answer all reservation correspondence
• Ensure that written reservation confirmations, advance deposits, travel agency commissions, guaranteed no-show rebates and group blocks are processed.
• Inspect files and reservation documents for accuracy. Maintain revenue management software.
• Monitor and analyze rooms inventory using yield management to maximize occupancy and ADR.

• Maintain pricing consistency / rates between market segments as directed by the Director of Sales.
• Communicate daily with Managers to set rate guidelines and maintain rate parity between rates offered on internet and rates through internal sales.
• Initiate and produce reports for historical tracking and future trends.
• Attend weekly Yield Committee meetings and issue meeting minutes.
• Develop and implement policies and procedures to identify and recognize repeat guests and VIPs during the reservation process.
• Ensure accurate and timely communication of guest preferences, history, and recognition notes to the Front Office team prior to arrival.
• Collaborate with Front Desk leadership to ensure repeat guests are personally acknowledged and their preferences honored.
• Partner with the Quality Assurance team to review guest incidents and service opportunities, ensuring corrective actions are implemented.
• Monitor guest feedback channels and ensure follow-up communication aligns with Forbes 5-Star service standards.
• Lead cross-departmental meetings or briefings focused on guest experience trends and service recovery outcomes.
• Hire, develop, counsel, evaluate and discipline staff in accordance with hotel policies and procedures.
• Support and uphold hotel philosophy concerning hiring, employee relations, supervision, and disciplinary action.
• Interact in courteous and professional manner with all guests, staff and community members.
• Respond in courteous, professional and rapid manner in order to resolve all guest and staff difficulties.
• Apply principles of logical thinking to a wide range of un-standardized intellectual and practical problems in order to perform and direct many varied and complex tasks.
• Supervise, direct, coordinate, influence and persuade staff in order to maintain service standards of hotel.
• Interact with people beyond giving and receiving instructions, particularly interaction with supervisor, subordinates, co-workers, and guests in completing assignments, resolving staff and guest complaints.
• Interpret and comply with a variety of instructions furnished in written, oral, diagrammatic or schedule form.
• Perform a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure. Maintain cleanliness and safety of work area.
• Process commissions from OTA and BT channels on a monthly basis.

Required Qualifications

• A minimum of 3 years management experience in computerized hotel reservations.
• Thorough knowledge of Reservation Department Operations.
• Thorough knowledge of Computerized Reservation Systems.
• Thorough knowledge of Property management system, CRS interface, Telex, HIS Paragon +, Maxim Revenue Management, Outlook, Word, Excel.
• Ability to coordinate reservations with other departments.
• Ability to meet budgets.
• Ability to create, implement and monitor hotel and staff operating standards and procedures and annual objectives.
• Ability to analyze data and problem solve.
• Ability to train, motivate, evaluate, mentor and direct employees and managers to meet desired ends.
• Ability to access, input, analyze and retrieve information from computers.
• Ability to maintain excellent relations with staff.
• Ability to maintain staff and guest confidentiality at all times.
• Ability to accept responsibility for actions of others.
• Exceptional oral communication skills to ensure ability to negotiate and persuade guests and staff to achieve results beneficial to operation of hotel.
• Ability to converse calmly with irate guests, co-workers, superiors and subordinates in sometimes intense emotional situations.
• Ability to focus and maintain attention to performance of tasks despite frequent stressful, emergency, critical or unusual interruptions.
• Ability to memorize, recollect and quickly retrieve dates, names, times and other data.
• Ability to work and complete assignments on time despite frequent stressful, emergency, critical or unusual interruptions.
• Ability to participate in (and lead when necessary) all departmental and hotel-wide meetings.
• Ability to sit, walk, stand, lift, reach, pull, push, and grasp.
• Assist with related duties and special projects as requested.

Preferred Qualifications

• Bachelor's degree in hospitality, business management, or a related degree
• Knowledge of Groupmax, Delphi, Opera and SynXis

Work Conditions

• Most tasks are performed in a team environment with employee acting as team leader. There is minimal direct supervision.
• Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems.
• Sitting occurs approximately 80% of the time. Employee may sit up to 5 hours a day.
• 20% of tasks are performed from non-seated position. These tasks may include touring the entire hotel, including areas or extreme heat or cold, and conducting training sessions. These and other tasks require sitting, standing, walking, lifting, reaching, pushing, pulling and grasping. Length of time of these tasks may vary from day to day and task to task.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates.
• Vision occurs continuously with the most common visual function being those of near and color vision and depth perception.

About Hotel Nikko San Francisco

Hotel Nikko San Francisco is a luxury property located just off Union Square in downtown San Francisco, with 532 guest rooms and suites, 22,000 square feet of meeting and banquet room space, and five food & beverage outlets: 24-hour Room Service, ANZU Restaurant and Lounge, Kanpai Lounge, Imperial Lounge, and Feinstein's at the Nikko.

Our culture is based on 5 Core Values: Service, Collaboration, Credibility, Achievement, and Fun. We are seeking candidates who can deliver the Nikko tradition of outstanding customer service and help us fulfill our Mission of creating "Fantastic Memories" (Subarashii Omoide) to our external and internal guests.Consistently ranked as a "Best Place to Work" and "Best and Brightest Companies to Work For" in the SF Bay Area.Hotel Nikko San Francisco offers competitive salaries and a fun and rewarding work environment.

Management Benefits:

Hotel Nikko San Francisco Management Perks:

Important Notice:

1. This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time-to-time.
2. We are an Equal Opportunity Employer and M/F/V/D
3. "Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records."