END DATE October 08, 2016

Director of Guest Services

Wyndham Atlanta Galleria - Atlanta, GA

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  • Company
    Wyndham Atlanta Galleria Wyndham Atlanta Galleria
  • Location
    Atlanta, GA
  • Job Type
  • Job Classification
    Full Time
  • Experience
    Mid-Career (2 - 15 years)
  • Company Ref #
  • AJE Ref #

Job Description

The Wyndham Atlanta Galleria is currently searching for a motivated and talented Director of Guest Services to join the team of the Wyndham Atlanta Galleria. The Director of Guest Services must have 2 4 years of experience in the Front Office or Hotel experience.The Director of Guest Services is responsible for ensuring the operation of the Guest Services, Concierge and Uniformed Services/Transportation 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. 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 S.O.P.'s. Carry a cell phone at all times. Prepare and conduct all Guest Services interviews and follow hiring procedures according to Wyndham S.O.P.'s. Develop employee morale and ensure training of Guest Services personnel. Maximize room revenue and occupancy by reviewing status daily. Analyze rate varience, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily, i.e. flash report, allowances, etc. Attend daily and monthly Rooms Merchandizing meetings. Participate in required M.O.D. program as scheduled. Review Guest Services staff's 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 S.O.P.'s regarding Purchase Orders, vouchering of invoices and checkbook accounting. Ensure that Wage Progress, Productivity and the Ten Day Forecast are completed on a timely basis according to Wyndham S.O.P.'s. Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments. 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 maintenance, report generation and analysis, and simple programming. Monitor proper operation of the P.B.X. console and ensure that employees maintain Wyndham S.O.P.'s in its use. Ensure staff greet and welcome all guests approaching the Front Desk in accordance with Wyndham S.O.P.'s. Ensure implementation of all Wyndham policies and house rules. Understand hospitality terms. Ensure sign off of all Service Standards by Position for Guest Services staff. Assist in preparation of revenue and occupancy forecasting. Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner. Must maintain constant communication with Housekeeping, Reservations and the Credit Manager. Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department. Coordinate all aspects of the ongoing implementation of the Wyndham philosophy of service. 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. Ensure participation within department for monthly Wyndham Way team meeting. Focus the Guest Services Department on their role in contributing to the Guest Service and audit scores. Monitor all V.I.P.'s, 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 V.I.P. programs, and the standards and procedures for each. Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, An Equal Opportunity Employer M/F/Disabled/Veterans & Drug Free Workplace