Guest Services Manager - Military Veterans
at Loews Hotels
Loews Hotels & Co has ventured into Kansas City, MO with the new Loews Kansas City Hotel. The 800-room hotel features 60,000 square feet of meeting & function space, with a sky bridge connecting to the 800,000 square foot Kansas City Convention Center. The hotel marks the first hotel catering to groups & meetings to open in more than 20 years in Kansas City. Two signature restaurants, a Grab & Go bakery and a rooftop lounge will round out this all glass, 24 story hotel, which stands out on the citys skyline. Loews Kansas City is located at the cornerstone of an already vibrant and continuously growing downtown Kansas City.
Responsible for coordinating the provision of world-class front desk services to hotel guests. Directs the exceptionally friendly, professional, and efficient welcome registration, rooming and account settlement for hotel guests. Ensures prompt and complete satisfaction of guest requests and professional and timely resolution of guest complaints. Maintains accurate occupancy data and assists in maximizing daily rooms revenue through the application of effective yield management sales strategies. Liases with Valet Parking provider to ensure smooth operation consistent with hotel standards. Trains, monitors and supervises the performance of all Guest Services employees.
Job Specifics
- Assists with the coordination of all aspects of curbside check-in
- Assists with the coordination of the exceptionally friendly, professional and seamless reception, registration, rooming and account settlement for all hotel guests
- Ensures the satisfaction of all guest requests and the resolution of all complaints received by the Guest Services Team
- Assists with the development and updating of guest rooming procedures
- Assists with the development and management of repeat guest and VIP service programs
- Ensures adherence to all hotel cashier and credit policies
- Monitors cashier accuracy and over and short data, taking action and providing additional training as necessary
- Monitors hotel Credit Limit Report on a daily basis, ensuring timely payments on accounts
- Assists in establishing and ensuring adherence to all Loews Hotels Star Service Standards
- Evaluates changes in guest needs, the hotels guest mix, and industry and competitive trends to recommend appropriate product/service and operational changes to be made to ensure guest and employee satisfaction, and to maintain market dominance and exceptional financial returns
- Works closely with the VIP Services Manager to coordinate VIP arrivals/departures
- Interacts frequently with guests to ensure total satisfaction with hotel services
- Assists in recruiting and interviewing all Guest Services staff
- Provides training for all Guest Services employees
- Ensures adequate training of all Guest Services staff to take after-hours reservation calls
- Evaluates individual employee performance, determining improvement and training needs and advancement requirements
- Familiar with and able to troubleshoot problems with following systems: key encoding, call accounting, in-room movies, video checkout, electronic data capture, PMS interface control
- Reviews/maintains daily payroll reports/records, maintaining labor costs within forecasted budgetary guidelines
- Coordinates hotel participation in Loews First and other corporate marketing programs
- Monitors the occupancy status of all due-out rooms
- Maintains accurate records detailing hourly house counts
- Reviews Group Resumes and Billing Profile information, ensuring communication of all necessary information to Guest Services personnel
- Oversees the pre-blocking of rooms for VIPs and guests with special requests
- Works with Conference Managers and Sales Managers to satisfy all special group requests
- Pre-registers special guests and maintains up-to-date system status
- Assists in ensuring the provision of all appropriate information and collateral materials to package guests
- Assists in ensuring optimal communication and exchange of information with Concierge
- Assists in ensuring accurate communication of information to guests regarding all hotel facilities and operating hours
- Coordinates and oversees group remote check-ins
- Ensures the clean and excellent condition of front drive, lobby and Front Desk area
- Attends appropriate meetings and seminars
- Maintains inventories of office supplies
- Other duties as assigned
General
- Promotes and applies teamwork skills at all times
- Notifies appropriate individual promptly and fully of problems and/or unusual matters of significance
- Is polite, friendly, and helpful to guests, management and fellow employees
- Executes emergency procedures in accordance with hotel standards
- Complies with required safety regulations and procedures
- Attends appropriate hotel meetings and training sessions
- Maintains cleanliness and excellent condition of equipment and work area
- Complies with hotel standards, policies and rules
- Recycles whenever possible
- Remains current with hotel information and changes
- Complies with hotel uniform and grooming standards
Qualifications
- Bachelor Degree in Hospitality Management or related field or equivalent experience
- Minimum five years hotel operations management experience
- Extensive knowledge of all hotel departments. Excellent communication skills oral and written
- Excellent guest service skills
- Strong leadership skills
- Knowledge of computer programs used in property management
- Ability to work flexible schedule to include weekends and holidays
Kansas City, MO
Loews Hotels & Co was founded in 1946 and continues to own and operate hotels and resorts in the United States and Canada. Headquartered in New York City, hotel destinations include Annapolis, Atlanta, Boston, Chicago, Chicago O'Hare, Hollywood, Miami Beach, Minneapolis, Montreal, Nashville, New Orleans, New York, Orlando, Philadelphia, San Diego, San Francisco, Santa Monica, Seattle, and Tucson Loews Hotels & Co operates as a subsidiary of Loews Corporation (NYSE: L). WHO WE ARE: We are a dedicated team focused on allowing our guests to flourish when they are with us. From our most senior of management, to our newest team members, we are all forged of the same hospitality DNA. That defining characteristic is a willingness and commitment to offer comfort, care, and everything in us to all who come through our doors. We invest in training and development opportunities for all team members so they may grow and develop as individuals. We embrace diversity at our core and offer the opportunity for all team members to reach their potential as professionals. We promote social responsibility by being a good neighbor in the communities in which we reside. At Loews Hotels & Co, we seek to create a dynamic culture that makes work interesting, challenging, fulfilling and fun. EQUAL EMPLOYMENT OPPORTUNITY Loews Hotels and Resorts is an Equal Opportunity Employer Minorities/Women/Veterans/Disabled All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, or protected veteran status and will not be discriminated against on the basis of disability.