Guest Services Manager
: Job Details :

KIMPTON BANNEKER A sophisticated hotel in the heart of downtown DC. Bridging the best of DC's storied historic highlights and leafy residential neighborhoods, the Kimpton Banneker Hotel has one of the most enviable addresses in the District. Get immersed in the rich legacy and urban culture of the nation's capital at this distinctive boutique hotel. With curated artwork throughout, the Banneker offers 144 oversized guest rooms & suites, a relaxed French bistro with al fresco dining and the popular Lady Bird rooftop event venue with sweeping views of the city and White House. Hosting events in style couldn't be easier with access to dedicated event rooms for meetings and unique space for an unforgettable social event or wedding reception. If you think you bring the ideal blend of skills, attitude and teamwork, sprinkled with a love for DC, this could be the perfect job for you! Are you passionate and creative with a desire to grow? Let's talk! Click here to learn more about what makes The Banneker one-of-a-kind in DC. THE ROLE Position: Guest Service ManagerReports To: General ManagerCOMPANY OVERVIEW: Valor Hospitality is a leading hotel management company that is a trend setter in the hospitality market. The company is recognized by owners, investors, developers, and guests as an innovative partner to drive revenue and increase profits. We believe that the highest form of compliment is respect for each associate, both as an individual and as a valued part of our organization. We will do our best to encourage communication, and we will listen with an open mind to new ideas. Furthermore, we are dedicated to implementing those ideas, which will result in a higher level of productivity and professionalism. In addition, we are committed to you, and your career advancement and we will provide you the opportunity to be successful. #INDBanneker POSITION PROFILE: Provide leadership that engages the service team to enhance the guest experience, ensure customer loyalty, and guarantee satisfaction. ESSENTIAL JOB FUNCTION:

• Resolve and react to guest complaints, needs or concerns and ensure all guests receive appropriate responses in a timely and professional manner, anticipate potential problems by reviewing and monitoring complaints logs and records, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.
• Have accurate and complete guest assistance information available regarding events taking place in town, restaurants, athletic events, etc. Determine the requirements for, and monitor special groups, guest and all VIPs.
• Keep accurate logs, analyze statistics and prepare reports and communications for Department Leaders on guest incidents, hospitality audits/service excellence standards, management roster, emergency procedures, staffing issues, potential safety hazards, and other pertinent information regarding department operations.
• Follow up regularly with Department Leaders regarding the Guest Response process and the performance of their department responsibilities along with the department's function.
• Communicate daily with manager and evening management to assure consistency and pass-on of pertinent information. Ensure support areas are functioning correctly and communicate to staff.
• Prepares associate schedules and implements training and procedures to ensure a seamless and enhanced guest arrival and departure experience.
• Prepares and/or contributes to the budget process. Ensures labor and direct expenses are met based on forecast/budget guidelines established.
• Provides continuous coaching to associates and leadership to ensure success.
• Ability to rally and redirect a team to find creative solutions to guest challenges.
• Communicate to both, guests and fellow associates, professionally and positively.

DESIRED SKILLS AND QUALIFICATIONS: Education: Two to four-year college degree or equivalent education/experience. Experience: A minimum of three years' experience in a related or management position. Hotel experience preferred. Skills and Abilities: Ability to perform critical analysis and manage wide-range of information. Have strong diplomacy and communication skills, with the ability to build effective relationships with managers, team members and guests. Possess strong leadership skills with the ability to hire, train, coach, guide, reward and develop staff; with emphasis on continuous improvement in guest service quality. Possess exceptional organizational skills, including effective task delegation, time management and the ability to manage multiple priorities in a fast- paced environment. Excellent oral, written and presentation skills sufficient to produce successful communication that properly reflect the Foundation Image. Listen effectively. Salary: $70-$80K Commensurate with experience BENEFITS PACKAGE

• Competitive Salary
• Daily Pay!
• Team Member Hotel Discount Program
• Uniforms Provided for most positions
• Benefits - Health, Dental, Vision, Life Insurance, and other supplemental options
• Paid PTO beginning after ninety (90) days of employment
• 401k with employer match
• Team Member Awards and Recognition programs throughout the year
• Food and Beverage Discounts
• Tuition Reimbursement

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