Guest Services Manager

Overview

The 1,054-room Omni Boston Hotel at the Seaport is the newest luxury hotel in the City of Boston, and the most significant hotel project in the city for the last forty years. The property features seven outlets for drinking and dining, a signature spa, fitness center, and rooftop pool. It boasts more than 100,000 square feet of meeting and event space, and caters to the most discerning clientele.

Job Description

To oversee all areas of operation relating to the guest experience for the Bell Stand, Front Door, and Concierge and to manage Guest Services functions and directly.

Responsibilities

• Ensure that all arriving and departing guests are treated with maximum courtesy and are served expeditiously.• Maintain continuous liaison with Front Desk, Reservations desk, and Housekeeping staff to guarantee that guests are receiving quality services that exceed their expectations.• Be alert to potential problems and malfunctions of hospitality services and make on-the-spot corrections.• Participate with other members of management in developing plans to deliver special services to selected targeted markets.• Provide a "Welcome Call" to guests as required by local and company standard operating procedures.• Be involved in resolution of as many guests' complaints as possible.• Be familiar with Opera and Alice Concierge systems. • Create and administer annual and probationary reviews for associates.• Administer Associate Skill Certifications and other new hire paperwork.• Train new associates and conduct re-training for tenured associates.• Conduct MOS audits.• Attend and contribute to all pertinent meetings.• Meet monthly with associates for One-on-Ones. • Interview and hire candidates according to Omni and hotel specifications.• Maintain Management presence at the Front Desk, Front Drive, and Lobby areas to ensure SOP compliance and assist with overflow. • Communicate to staff all future business demands.• Evaluate and make action plans to improve Medallia scores.• Create associate schedules ensuring the highest level of guest service while maintaining productivity.• Ensure associates has adequate supply of uniforms, luggage tags, etc.• Ensure that all guestroom drops are accurately delivered and charged correctly in a timely fashion.• Be knowledgeable of corporate and hotel promotions and standards.• Accept other duties as requested by management.• All employees are required to fully comply with Omni rules and regulations for the safe and effective operation of the hotel’s facilities.

Qualifications

• Must be able to stand and exert well-paced mobility for up to 4 hours in length.• Must be able to lift up to 70lbs and push 250lbs.• Must be able to exert well-paced ability in limited space. • Must be able to bend, stoop, squat and stretch to fulfill lifting tasks.• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.• Talking and hearing occur continuously in the process of communicating with guests, supervisors and other employees.• Vision occurs continuously with the most common visual functions being those of near vision and depth perception.• Requires manual dexterity to use and operate all necessary equipment.

Omni Hotels & Resorts is an equal opportunity employer - vets/disability. The EEO is the Law poster and its supplement are available using the following links: EEOC is the Law Poster and the following link is the OFCCP's Pay Transparency Nondiscrimination policy statement If you are interested in applying for employment with Omni Hotels & Resorts and need special assistance to apply for a posted position, please send an email to applicationassistance@omnihotels.com.

End of Job Description