Overnight Guest Services Manager

Located in beautiful South Beach, The Balfour is a historic Art Deco boutique hotel rooted in the iconic Ocean Drive. Historic and hip, yet classic and modern, The Balfour offers our team members and guests to create their own story. We have an exciting opportunity to join our team. Come join The Originals and unlock up-leveled experiences at our hotel.

Job Purpose:

Under the guidance of the Front Office Manager, ensure Guest Services runs as an efficient and organized unit; act as the main contact/service center for internal and external guests; increase communication between departments throughout the property by coordinating the process of receiving and resolving guest issues and requests. Gain guest loyalty by utilizing the provided systems and tools consistently and efficiently while providing leadership and direction for the Guest Services Department, including training, motivating and managing the employees.

Duties & Functions:            

• Supervise Front Office employees to ensure prompt and complete resolution of guest calls and requests
• Oversee the Front Office Department operation and ensure all telephone calls/inquiries are answered within three rings and using proper telephone etiquette
• Ensure each employee is expected to carry out, within their capabilities, all reasonable requests by management
• Track all guest issues from various sources and report results.  Identify trends for resolution.
• Address complaints; serve as Manager on Duty as needed
• Ensure all guest requests/issues are logged
• Track and maintain records of all guest issues and recovery from Tripadvisor/Guest Alerts/Glitch Log/Revinate in HotSOS
• Monitors and reviews guest comments via the Pulse Report to identify areas for improvement and shares with staff to assist in improving guest satisfaction, guest relations and guest loyalty scores and responds directly to guest as necessary
• Ensure that all department equipment is in proper working condition and that department areas and storerooms are clean
• Perform departmental administrative duties
• Assist in recruitment, hiring, training, orientation of and communication to department personnel.
• Schedule and supervise staff to ensure prompt, friendly, and attentive service
• Ensure compliance of brand standards, operating procedures and policies
• Facilitates the training and development of all employees to the company’s standards.
• Any other reasonable duties as assigned by the supervisor or manager
• We recognize we are in the hospitality industry and that may require us to provide lateral service.  We will on occasion call for each individual in the team to on a routine basis perform various related tasks as needed in the spirit of providing exceptional service

ADDITIONAL RESPONSIBILITIES

• Communicate effectively, both verbally and in writing, to provide clear direction to the venue teams.
• Communicate with employees using a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information.
• Remain calm and alert, especially during emergency situations and/or heavy restaurant activity, serving as a role model for team and other employees. Interact with other department personnel and venue staff as needed.
• Make decisions and take actions based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations.

To be aware of and ensure constant compliance with all necessary operational policies including:

• Health and Safety
• Food Hygiene
• Maintenance
• Emergency Procedures
• Liquor Licensing

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.

• Attend mandatory meetings including divisional meetings, staff meetings, etc.
• Participate in community events and ensure corporate social responsibility goals of the company are met.
• Utilize traditional software programs such as Microsoft Office (Word, Excel, Outlook, and PowerPoint), Micros, ADP, Open Table and any departmental specific systems used.
• Keep work area clean and organized.
• Ensure confidential documents are kept in a secured area.
• When disposing confidential documents that contain any personally identifiable information, they must be shredded or pulverized.
• Complete other duties as assigned by the Department Head.
• Demonstrate positive leadership characteristics, which inspire Team Members to meet and exceed standards.
• Ensure compliance with the company’s policies and procedures.

OTHER DUTIES

• Assimilate into the company’s culture through understanding, supporting and participating in all the company’s elements. Demonstrate working knowledge of the service standards.
• Regular attendance in conformance with the standards, which may be established by the company from time to time, is essential to the successful performance of this position.
• Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the property.

SAFETY REQUIREMENTS

Personal Protective Equipment (PPE) may be required when performing work duties that may have the potential of risk to your health or safety. The restaurant will provide the required PPE. Team members will be trained in the proper use and care of any assigned PPE. It is your responsibility to report defective, damaged or lost PPE, or equipment that does not fit properly, to your manager.

Requires ability to lift large and heavy packages and boxes and to the ability to load and unload small and large boxes as needed. Must have ability to safely lift minimum of 50 lbs. without assistance and to push and pull up to 150 lbs. with appropriate equipment.

GROOMING/UNIFORMS

All employees must maintain a neat, clean and well-groomed appearance. Specific uniform guidelines and/or required articles of clothing will be explained to you as a part of the orientation process.

OTHER

Additional language ability preferred.

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

• Bachelor’s Degree preferred. High School Diploma or equivalent required
• Minimum two (2) years of management experience in a Front Office Leadership role, preferably in an upscale or lifestyle brand hotel
• Proven team leader with a high level of energy and motivation with a proven track record of living the company's values
• An intermediate to proficient understanding of Computer systems such as: Opera, GoConcierge, HotSOS, Microsoft Word, Excel & Outlook is preferred
• Enter and locate work related information using computers and/or point of sale systems
• Ability to spend extended lengths of time viewing a computer screen
• Possess a gracious, friendly, and fun demeanor
• Ability to multitask, work in a fast-paced environment and have a high level attention to detail
• Maintain positive and productive working relationships with other employees and departments
• Ability to work independently and to partner with others to promote an environment of teamwork
• Must be able to stand or walk a minimum eight-hour shift.
• Must be able observant and quick to respond to various situations while also multitasking and handling stressful situations.
• Must be able to twist, tow (push or pull), reach, bend climb and carry objects as necessary.
• Must have excellent communication skills and be able to read, write, speak and understand English.
• Must be able to work inside and outside at all times of the year as needed, based upon business volumes.
• Knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations

All your information will be kept confidential according to EEO guidelines.