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Guest Services Manager - Kahn Hotel at High Point University

High Point, NC

  • Retail & Customer Service

  • Salaried

Job Description

The Jan & Ken Kahn Hotel is seeking a hospitable, energetic and highly organized manager to lead the hotel’s Guest Services department and provide guests with an extraordinary experience!

The Jana & Ken Kahn Hotel is a 30-room boutique hotel exclusively for current and future High Point University families and is not open to the public.   This 5-Star luxury hotel features beautifully appointed guest rooms and suites and a fine-dining restaurant, all connected to the Nido and Mariana Qubein Arena and Conference Center.  

The Guest Services Manager will partner closely with the General Manager to ensure that day-to-day hotel operation runs smoothly & efficiently.  The primary focus of the Guest Services Manager will be to execute 5-Star service delivery for the Front Office, Bell & Concierge Services.  This role will be hands-on with consistent presence in front of the house.  In addition to guest interaction, this role will coordinate guest logistics with the hotels’ client and on-site event specialist.  Solid communication, follow-up as well as interdepartmental coordination skills are imperative.  The Guest Service Manager will function as a strategic business leader of the operating team and serve as an Executive Committee member.  The role will participate in developing and implementing property-wide strategies that deliver product, services, and education to meet or exceed the needs and expectations of the primary client and customer.  

Job Responsibilities

 

  • Direct and oversee recruitment and development of employees; hire, train, empower, coach and counsel, performance, and salary review, resolve conflict through fair treatment policy, discipline and terminate, as appropriate.  Develop level of esprit de corps to engage, motivate and retain talent.
  • Direct and manage the Front Office and Guest Services of the hotel ensuring the client and company objectives are met.  Coordinate guest arrival, room assignments, amenity delivery, room inspections with applicable departments.  Work with Front of House and Back of House managers to provide quality product and service.  
  • Be present at peak arrival and departure times and lead the guest experience service.  
  • Develop partnership and engage primary client to ensure alignment of objectives are known and met.  Develop teams’ spirit to responsiveness and professionalism to meet client requests and changes.
  • Implement and manage all company programs to ensure compliance with the SOP’s; to include safety and sanitary regulation, all federal, state, and local regulations to ensure optimal levels of quality service and hospitality are provided to the guest.
  • Develop and maintain the implementation of operational initiatives ensuring communication to direct reports and other hotel departments.  Train staff on new initiatives and employ follow up to ensure compliance.  Set written priorities and key objectives for each department.  
  • Leadership – Leverage Aramark's coaching model to engage and develop team members to their fullest potential. Reward and recognize employees.  Ensure individual and all team performance meets objectives and client expectations.  Plan and lead daily team briefings.  Ensure safety standards are all in place. 
  • Client & Guest Relationship – Lead by example and exemplify 5-Star professional standards of conduct and service.  Acknowledge and be responsive to client and guest request and concerns and resolve accordingly.  Educate staff on professional appearance, policies, and excellence of service standards.  Deliver and model WEST as foundation for excellent customer service.
  • Financial –Maintain accurate record-keeping for the front office operation ensuring reservation and rate accuracy.  Deliver required reporting.  Develop and/or oversee schedules to align with budget.  Monitor, track, and adjust labor models to align with owner approved expenditures. 

Qualifications

  • Two to Five years of employment in a related position with this company or other organization (s) 
  • Qualifications, Knowledge and Skills:
  • Requires advanced knowledge of the principles and practices of a hospitality profession.  Previous experience in a hotel with front office and guest services experience.  This includes the knowledge of management of people, complex problem solving. 
  • Hands-on experience with hotel property management system/s such as Opera, ONQ, Fosse, etc. Ihotelier reservation platform and/or other systems knowledge is a plus.
  • Must possess highly developed communication skills to negotiate, convince, sell and influence other managerial personnel, hotel guests and/or clients.
  • Must have excellent vision for administrative responsibilities ( i.e., forecast, purchase orders, budget review and invoice approval.
  • Must be literate for written client and guest communication, administrative and Human Resource responsibility.  Requires excellent reading writing abilities 100% of the day.   

Education

About Aramark

Our Mission

Rooted in service and united by our purpose, we strive to do great things for each other, our partners, our communities, and our planet.

At Aramark, we believe that every employee should enjoy equal employment opportunity and be free to participate in all aspects of the company. We do not discriminate on the basis of race, color, religion, national origin, age, sex, gender, pregnancy, disability, sexual orientation, gender identity, genetic information, military status, protected veteran status or other characteristics protected by applicable law.

About Aramark

The people of Aramark proudly serve millions of guests every day through food, facilities, and uniform services in 19 countries around the world. Rooted in service and united by our purpose, we strive to do great things for each other, our partners, our communities, and our planet. We believe a career should develop your talents, fuel your passions, and empower your professional growth. So, no matter what you're pursuing - a new challenge, a sense of belonging, or just a great place to work - our focus is helping you reach your full potential. Learn more about working here at http://www.aramarkcareers.com or connect with us on FacebookInstagram and Twitter.

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