Guest Services Manager - Hilton Norfolk The Main

Overview: Supervise and work together with the line level staff in the daily operations of the Valet, Bell and Door and Lobby Ambassador areas to achieve customer satisfaction, quality service, and financial goals and to maintain compliance with corporate/franchise policies and procedures, and applicable federal, state and local regulations.
Performs Manager on Duty (MOD) role for hotel shifts in the absence of the General Manager or Managing Director.
Responsibilities: Work with the Rooms Division Manager to maximize revenue and minimize expenses while providing the highest level of guest service during their scheduled shift.
Watch the balance of spaces used verses cost of additional parking, making decisions on which cars to accept when in a non-revenue situation because of high usage.
Function as the shift leader handling any guest comments or claims while providing parking service to all guests Greet customers, park and secure vehicles, including locking doors and closing all hatches and windows Function as a key associate providing the 1st impression of the hotel to each guest Confirms the maintenance and sanitation of the garage during the shift to ensure a safe work environment and reports any areas of concern to the city contact.
Perform the tasks of employees supervised when needed to facilitate service and for training purposes Create weekly schedules in accordance with budgeted staffing guidelines while maximizing the guest experience.
Supervise and assist doorperson and bell staff as needed.
Conduct daily pre-shift meetings to ensure Associates are aware of all events and needs.
Act as driver for company vehicles as needed.
Greet customers, park & secure vehicles, including locking doors & closing all hatches & windows.
Provide guest services in a highly professional manner exceeding guest expectations at all times by creating the WOW experience.
Perform the duties of Valet Cashier in his/her absence Ability to give and make correct change to valet attendants and guests when needed.
Oversee and supervise all valet staff.
Conduct orientation training with new associates Focus on providing world-class service for every guest at every opportunity.
Train, mentor and nurture your associates to remember the guests needs come first.
Create the "WOW" factor at their first impression - arrival at the hotel.
Be aware of VIP guests and communicate this to staff Function as the shift leader handling any guest comments or claims while providing parking service to all guests.
Coach and Counsel staff when needed in a way to assist with their development Ensure associates are in 100% compliance to uniform standards Able to work a flexible schedule including weekends and holidays as required.
Successfully complete other duties as assigned.
Qualifications: Type Qualification Experience One to two years employment in the commercial garage/auto parking business and hotel operations Experience 1-2 years professional driving related experience preferred.
Experience A minimum of 1 year supervisory/management experience required.
Skill Requires technical knowledge of garage operations.
Requires knowledge of policies and procedures and the ability to determine courses of action based on these guidelines.
Must possess oral and written communication skills for supervision and providing guest services are important Skill Can safely operate both manual & automatic vehicles.
Skill Must be at least 18 years of age and possessed a United States driver’s license for a minimum of 3 years with proof of a clean DMV record.