About the Role

The Luxury Collection is seeking an AYS and Reservation Manager. This full-time position involves overseeing property operations as the Manager on Duty, ensuring the highest standards of hospitality and service. The role requires representing property management in resolving guest-related issues and managing guest interactions within the lobby.

Key Responsibilities

This role encompasses leading guest services teams, maintaining operational goals, and ensuring exceptional customer service. Key duties include:

• Utilizing interpersonal and communication skills to influence and guide team members.
• Demonstrating integrity and leading by example in financial and business decisions.
• Fostering mutual trust, respect, and cooperation among employees.
• Supervising daily operations and managing staff performance.
• Understanding employee roles to cover duties as needed.
• Recognizing team member contributions and celebrating successes.
• Establishing and maintaining collaborative relationships within the team.
• Developing and implementing plans to achieve work objectives.
• Resolving guest and employee conflicts and disputes.
• Collaborating with all departments to support property operations and resolve issues.
• Intervening in situations to uphold property integrity, guest satisfaction, and employee well-being.
• Communicating business objectives, expectations, and performance feedback to employees.
• Reviewing financial reports such as operating statements and payroll progress.
• Providing service that exceeds customer expectations to ensure satisfaction and retention.
• Coaching individuals to understand and meet guest needs.
• Managing daily operations to ensure quality standards and meet customer expectations.
• Acting as a role model for outstanding hospitality skills and guest relations.
• Responding to and resolving guest problems and complaints.
• Empowering employees to deliver excellent customer service.
• Observing and providing feedback on employee service behaviors.
• Striving to improve overall service performance.
• Providing immediate assistance to guests as required.
• Ensuring employees understand customer service expectations.
• Participating in developing and implementing corrective action plans for guest satisfaction.
• Implementing customer recognition and service programs.
• Ensuring consistent and fair administration of property policies and disciplinary procedures.
• Managing payroll administration.
• Identifying and developing the training needs of others.
• Providing guidance and setting performance standards for subordinates.
• Participating in employee progressive discipline procedures.
• Utilizing on-the-job training tools for employees.
• Soliciting employee feedback and addressing concerns.
• Supervising training initiatives and conducting training sessions.
• Participating in employee performance appraisal processes.
• Providing information to supervisors, colleagues, and subordinates through various communication channels.
• Analyzing information and evaluating results to solve problems effectively.
• Keeping relevant parties informed of important information in a timely manner.
• Maintaining a visible presence in public areas during peak operational times.
• Understanding and implementing all emergency plans.
• Performing Front Desk duties during periods of high demand.

Qualifications and Experience

Candidates must meet the following requirements:

• A high school diploma or GED is required, along with 2 years of experience in guest services, front desk, or a related professional area.
• Alternatively, a 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major is acceptable with no prior work experience required.