Guest Service Manager

About Us

Anchoring the renowned University Park at MIT, Le Méridien Cambridge-MIT stands amidst an area legendary for its infrastructure of invention.

The Boston/Cambridge area is a cultural capital of the US including world-renowned music ensembles like The Boston Symphony Orchestra, the Handel and Haydn Society, in addition to hundreds of museums, such as the Museum of Fine Arts, the Museum of Science and the Children's Museum.

Le Méridien Cambridge-MIT's elegant guest rooms and suites offer a place of luxurious sanctuary and unmatched comfort.

Our associates enjoy many benefits including free meals, discounted parking, and free cleaning for uniforms.

We are conveniently located 3 blocks from MBTA Bus and Train.

At Le Meridien Cambridge, we take care of our associates so that you can take care of our guests.

We look forward to learning more about you!

Don't meet every single requirement of this job? At HEI we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to still send in your information.

You may be the perfect candidate for this or for other roles within our organization!

We value U.S.

military experience and invite all qualified military candidates to apply.

Overview

Oversee operations of Concierge, Bell Stand, Valet and Drivers to Starwood Luxury Collection and HEI Hotels and Resorts standards.

Essential Duties and Responsibilities


* Take ownership of guest service for property as a whole in accordance with Starwood Luxury Collections standards.


* Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being applied to elevate guest service to Starwood's Luxury Collection standards.


* Track guest satisfaction surveys and maximize usage of the guest response tracking system to effectively motivate, coach and develop property associates.

Consistently motivate and educate to improve upon guest satisfaction and feedback to meet and exceed Starwood's Luxury Collection standards.


* Develop and implement controls for expense management.


* Utilize labor management tools to schedule and control labor costs.


* Interview, hire, train, develop, resolve problems, provide open communication and recommend discipline and/or termination when appropriate of staff members.

Ensure timely completion of performance appraisals.


* Communicate both verbally and in writing to provide clear direction to staff.


* Interact positively with customers and take action to resolve problems to maintain a high level of customer satisfaction and quality.


* Ensure compliance of concierge, bell stand, valet and driver standard operating procedures and policies.

Assist in the consistent improvement of and accuracy and quality of concierge services.


* Coordinate activities with other hotel departm...