Guest Services Manager at the Iconic Colony Palms Hotel
Company: Colony Palms Hotel
Location: Palm Springs
Posted on: October 8, 2018
Guest Services Manager at the Iconic Colony Palms Hotel Colony Palms Hotel is one of Palm Springs most iconic and luxurious downtown hotels. Located just one block off the city s main downtown strip and built in the 1930s, the 57-room resort retains many charming features of the original Spanish colonial architecture, from arched entryways and covered ceilings to original Moorish floor tiles and is home to the Purple Palms Restaurant. POSITION DESCRIPTION The Guest Service Manager to the Hotel will assist in training, supervision and support of Guest Services staff. This position will act as an overall aid for the General Manager, publicly supporting initiatives put forth by the company and management. ESSENTIAL FUNCTIONS: Support in Guest Services operations, supporting staff in providing exceptional service to our guests Assist in maintaining proper shift coverage, including covering meal breaks and call offs Morning reviews with Guest Services ensuring all VIPs, deliveries, special requests are executed appropriately Review daily documents prepared by Guest Services agent Assist in weekly orders Track and maintain Front Desk and hotel supplies Resolve guest issues confidently Know when to escalate such occurrences to management - Use provided tools to record and clearly communicate such issues Clearly communicate maintenance issues to Housekeeping and management Take appropriate actions in urgent matters when General Manager is not present Provide respectful and appropriate treatment of fellow team members Build a positive team spirit - Be responsive to questions - Uphold organizational values Assist in ensuring effective departmental communication through logs, meetings, etc. Follow policies and procedures Observe safety and security procedures Strives to improve quality of service and guest satisfaction \\u000CREQUIRED COMPETENCIES: Ability to: Satisfactorily communicate in English with guests, management and co-workers to their understanding in person and by telephone. Ability to speak clearly and persuasively in positive or negative situations Demonstrated skills with computerized systems, including: Opera, Aloha, OpenTable, Microsoft Word/Excel, CTUIT, Google Drive, G-Mail Remain calm under pressure, making sound and logical decisions quickly. Be a clear thinker, analyze and resolve problems, exercising good judgment. Focus attention on details. High attention to detail, accuracy, and follow-through Demonstrate persistence and overcome obstacles Ability to perform in a fast-paced, ever-changing environment with unexpected events Friendly, positive demeanor Empathetic approach to confronting adversity and guest issues; come from a place of understanding; use appropriate reasoning when dealing with emotional topics Self-aware with ability to apply feedback to improve performance; continuous desire to expand knowledge and skillsMINIMUM QUALIFICATIONS: High school graduate. Minimum 21 years of age to serve alcoholic beverages.PREFERRED QUALIFICATIONS: Previous hotel experience. Knowledge of computerized P.O.S. systems, preferably Aloha. Previous guest relations training.Colony Palms Hotel is part of the Mosaic Hotel Group, a collection of award-winning, small, curated hotels in key leisure and urban destinations. From a desert retreat to a wine country home base, each hotel evokes a sense of place and is as unique as the guests who visit them. With a portfolio of small properties with fewer than 80 rooms each, Mosaic Hotels are able to deliver truly personal service to each guest in a way that sets them apart. We offer medical, dental, vision, a wellness program, 401(k) plan, and company discounts at our proprietary restaurants and hotels. Associated topics: customer service team manager, expertise, leadership, management experience, manager, operations, operations manager, product support, senior, telephone
Keywords: Colony Palms Hotel, Palm Springs , Guest Services Manager at the Iconic Colony Palms Hotel, Executive , Palm Springs, California
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