Guest Services Manager

SO/ is a coveted collection of hotels rooted in the world of fashion, commanding attention with it’s avant garde design and creative approach to the world of luxury. SO/ Auckland is located in the heart of Auckland's CBD. With views of the Waitematā Harbour and city, across 16 floors and 130 design-led rooms.

We are currently look for a Full-Time (40-Hours) Guest Services Manager who is hands on and has a keen eye for detail to help us deliver the best Guest Experience! We welcome you to join us in the front row at SO/ Auckland and become a part of Accor's lifestyle brand collective Ennismore!

As a Guest Services Manager, you represent SO/ Auckland with enthusiasm and pride, providing exceptional service and attention for each guest you encounter. You are energetic and confident, and will encourage your teammates to achieve and be positive. You are entrusted with the responsibility of ensuring the best possible experience for your guests at all times.

What you will be doing:

• Consistently offer professional, friendly and engaging service
• You work with the Front Office Leadership Team to lead and manage the day-to-day operation and long term strategic planning of the Guest Services department
• You are familiar with all policies and procedures relating to the Front Desk, Security, Reservations, Guest Services and Food & Beverage, providing hands-on support as needed
• Greet and interact with guests in a warm and friendly manner and conduct efficient check-in/check-out service ensuring all relevant information is recorded, processed and accurate payments taken
• Liaise and effectively communicate with all departments within the hotel regarding guest requirements
• Deliver consistently high quality and efficient service to all guests and staff
• Offer assistance to all guests
• Ensure that all guest registration cards are correctly completed including billing, profiles, departure times and special requests
• Assists guests with airline, hotels, car rental, tours and restaurant reservations as requested
• Stepping into hotel operations to lend a helping hand when/where needed.

Your experience and skills include:

• Previous experience in managing Guest Services, Concierge or Valet 
• Strong interpersonal and problem-solving abilities
• Highly responsible & reliable
• Ability to work well under pressure in a fast-paced environment
• Ability to work cohesively as part of a team
• Ability to focus attention on guest needs, remaining calm, and courteous at all times
• Get along with all kinds of people
• Stand and walk for long periods of time
• Accept full responsibility for managing an activity
• Must be flexible with schedule- ability to work weekdays, weekends, holidays, evening and overnight shifts
• Deal with the general public, customers, employees, with tact and courtesy
• Curiosity drives you, and you're always looking for innovative ways to improve how things get done. If you’re familiar with Opera/Opera Cloud or similar guest reservation systems, that’s a definite plus!
• An LCQ certificate or the willingness to obtain one, along with a manager's certificate, will be required.

SO/ BENEFITS

• Staff meal while on shift
• Uniform laundered
• International accommodation and retail discounts across varying Ennismore & Accor Hotels properties
• Family & Friends Hotel Discounts
• Opportunities for further development and worldwide career progression within Ennismore/ Accor
• Annual reward of a free night's accommodation at the hotel and additional perks!

Our Commitment to Diversity & Inclusion:

We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent. we offer reasonable adjustments to support you. if you require an adjustment to be made during the recruitment process, you're welcome to let us know.