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Guest Services/Bell Manager
Guest Services/Bell ManagerAvion Hospitality • Tulsa, OK, United States
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Guest Services / Bell Manager

Guest Services / Bell Manager

Avion Hospitality • Tulsa, OK, United States
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Job Type

Full-time

Description

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.
  • Ability to stand during entire shift.

    • Mental requirements :

  • 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.
  • Other duties as required.

    • I HAVE READ AND UNDERSTAND THE JOB DESCRIPTION AS STATED ABOVE AND ACCEPT THAT ANY OF THE TASKS MAY BE MODIFIED OR CHANGED. I ACCEPT RESPONSIBILITY FOR KNOWING THE MODIFICATIONS AND / OR CHANGES IN THIS JOB DESCRIPTION. I CAN PERFORM THE ESSENTIAL FUNCTIONS OF THIS JOB AS LISTED ABOVE, WITH OR WITHOUT REASONABLE ACCOMMODATION.

    Salary Description

    50,000 per year

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    Guest Manager • Tulsa, OK, United States

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