Guest Service Manager - Langham Huntington Pasadena

 

TITLE

 

Guest Services Manager 

 

PROPERTY

 

Langham Huntington, Pasadena

 

DEPARTMENT

 

Guest Relations

 

LEVEL

 

Non-Exempt

 

REPORTING LINE

 

Director of Quality & Guest Relations

 

SCOPE:

Responsible for the warm welcome and fond farewell that each guest receives. Supervises and trains the Guest Service Team (Bell, Concierge).  Is a driver of Langham Culture.

Participate in projects as well as Budgets, Rostering, Manning and Annual Planning.

 

RESPONSIBILITIES:

 

• Oversee Bell, Concierge and Manager-on-Duty teams.
• Monitor cleanliness and repair of entire property with focus on the main lobby.
• Conduct property shift walks to assist in maintaining a high standard of public areas cleanliness. 
• Run Daily Manager Line-up/ Ops

1. Discuss: NPS, breakfast score, defects, VIP

 

• Oversee execution of VIP Arrival:

 

1. Work closely with Engineering, Housekeeping and F&B teams to ensure guest requirements and amenities are addressed.
2. AM manager to review list of VIP arrivals, assign rooms 
3. Inspect VIP and Site Inspection rooms prior to arrival and meet and greet VIP guests on arrival.

 

• Effectively deal with guest problems and complaints immediately.
• Role of Duty Manager is to be present at all times and shifts on property. 

 

• Dedicated mobile number to be reach. It must be carried at all times

 

• Ensure that all colleagues comply with the grooming and uniform standards.

 

• Assist with the implementation and maintenance of training systems to ensure that colleagues have the necessary framework and skills to perform their job efficiently and effectively.

 

• Prepare weekly work schedule for Bell and Concierge 

 

• Participate in the rostering process and monitoring of payroll for Bell and Concierge

 

• Conduct regular staff meetings/briefings to keep all colleagues informed.

 

• Effectively communicate and disperses all and any relevant information via daily pass on form, complete MOD Daily Log via Microsoft Forms

 

• Monitor, review, and reply to all ReviewPro survey responses.

 

• Attend meetings as required.

 

• Implement opportunities for quality TeamBuilding.

 

• Ensure compliance with legislated heath and safety requirements within the workplace.

 

• Comply with all Corporate and Hotel Standards and Procedures.

 

• Promote by example the principles of “5Ms”.

 

• Actively promote a work environment, which cares for guests and colleagues alike.

 

GUEST SERVICES

1. Achieve and maintain a level of customer service within the department in order to achieve set Brand Standards, NPS, LQA, and other audit results.
2. Ensure guest feedback is sought and acted upon accordingly and promptly.
3. Maintain a good rapport with regular clientele and develop return business.
4. Assist strategies and practices are in place to facilitate the efficient and effective staffing of the department, such that financial and service quality targets are achieved.
5. Conduct employee’s reviews as per company policy and ensure the department has a working progression plan in place.
6. Overall responsibility to ensuring the quality of On-Job training and the full utilisation of Training Scope. 
7. Ensuring to take responsibility to communicate to non-performing staff and carryout disciplinary proceedings if the need arises. 
8. Ensure to also commend staff on a ‘job well done’ 
9. Conduct PRIDE reviews with colleagues, setting specific and measurable goals to enhance the colleague’s personal development and meet business expectations.