Guest Services/Bell Manager
2 days ago
Tulsa
Job DescriptionDescription: DEPARTMENT: Guest Services REPORTS TO: Front Office Manager STATUS: Exempt JOB SUMMARY The Guest Services/Bell Manager is responsible for leading our front-of-house team, including all bell personnel, valets, and drivers. This role offers an exciting opportunity to contribute to a welcoming environment, uphold high standards of service, and support the overall success of our hospitality team. QUALIFICATION STANDARDS Experience: • At least 2 years of progressive experience in a hotel or a customer service-related field, • Previous Supervisory experience required., • Must be able to work a flexible schedule which will include primarily PM shifts and weekend availability., • Must be proficient in Windows operating/computer systems, complete approved electronic spreadsheets and word processing., • Must have a valid driver’s license from the applicable state and pass a pre-employment background/MVR check. Guest Services Bell Manager The Bell/Transportation Manager is responsible for leading our front-of-house team, including all bell personnel, valets, and drivers. This role offers an exciting opportunity to contribute to a welcoming environment, uphold high standards of service, and support the overall success of our hospitality team. Key Responsibilities: • Supervise and coordinate daily bell/transportation operations to ensure smooth and efficient service delivery, • Lead, motivate, and train guest services staff to maintain high standards of professionalism and customer care, • Address guest inquiries, concerns, and complaints promptly and effectively to ensure satisfaction, • Responsible for enforcing policies/standards, compliance and following the disciplinary process in accordance with handbook policies. Disciplinary actions are to be reviewed and approved by Front Office management prior to final distribution to employees, • Work closely with Bell captains to ensure bell stand operations run efficiently., • Cross trained to perform and assist front office operations whenever requested by management, • Ensure all Hyatt, Avion, and safety trainings are completed in a timely manner, • Responsible for preparing weekly schedules in accordance with forecast, group resumes, occupancy, and local activities, • Collaborate and maintain communication with other departments to facilitate seamless guest experiences, • Performs concierge duties including making reservations, recommendations, following through on guest requests, • Ensure bell staff are following uniform standards including properly uniformed with name tag - Monitor service quality and implement improvements to enhance guest satisfaction, • Attend weekly manager staff meetings, • Conduct the annual review process with employees reporting to the Guest Service/Bell Manager, • Coordinate a monthly bell staff meeting with the Front Office Manager, • Ensure Airline crew transportation is performed efficiently and timely, • Be knowledgeable of budget standards and review with the Front Office Manager, • Responsible for inventory control and order supplies with approval of Front Office management, • Uphold health, safety, and cleanliness standards in all guest interactions and service areas, • Oversee the daily and long-term maintenance of hotel shuttles. Schedule repairs when applicable Skills and Qualifications: • Proven experience in guest services, hospitality, or customer service leadership, • Must be able to work a flexible schedule including PM, weekends, overnights, and assist with coverage due to staffing shortages, • Excellent communication and interpersonal skills, • Strong leadership and team management abilities, • Ability to handle challenging situations with professionalism and tact, • Detail-oriented with excellent organizational skills, • Flexibility to work various shifts, including evenings, weekends, and holidays, • Knowledge of guest services software - High school diploma or equivalent; additional hospitality or management training is preferred Join our dynamic team and be part of a company that values guest satisfaction, professional growth, and a positive work environment. We offer competitive compensation, ongoing training, and opportunities for advancement within our organization. Requirements: Physical requirements: • Long hours sometimes required. Typically, a 45-50 hour scheduled workweek., • Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects., • Must be able to convey information and ideas clearly., • Must be able to evaluate and select among alternative courses of action quickly and accurately., • Must work well in stressful, high-pressure situations., • Must maintain composure and objectivity under pressure., • Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary., • Must have the ability to assimilate complex information, data, etc., from disparate sources and consider, adjust or modify to meet the constraints of the particular need., • Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests., • Must be able to work with and understand financial information and data, and basic arithmetic functions., • Monitor all V.I.P.'s, special guests and requests., • Maintain required pars of all bell stand supplies., • Review Front Office logbook and Guest Request log on a daily basis., • Assist the Front Office Manager with implementing and maintaining emergency procedures., • Be familiar with all corporate sponsored programs such as airline mileage, Triple Upgrade, or V.I.P. programs, and the standards and procedures for each., • Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs., • Conduct meetings according to Avion Hospitality standards as required by management.