Guest Services Manager

This Position is an Overtime Eligible Manager Position

SUMMARY:

As the Guest Services Manager, you’ll be responsible for providing quality guest service within the guidelines specified by hotel management. You’ll lead all Front Office Operations (Front Desk, IRD, Bell, Door, and Night Audit) by setting and maintaining a high level of guest service. Providing support for the line staff, scheduling for all areas of Front Office, and training of all employees.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Meet the desk agents to get any pertinent information.
• Review Front Desk logbook for any other information or incidents.
• Review all arrivals noting any special requests or challenges.
• Assess whether any guest relocation will be necessary.
• Follow established key control policy.
• Ensure proper credit policies are followed.
• Inspect all VIP arrival rooms.
• Attend Wine Hour as specified as the monthly wine hour schedule dictates.
• Assist guests with services and requests.
• Knowledgeable of Fire and Emergency Procedures.
• Run and attend departmental training classes/seminars when scheduled.
• Performs all other duties as directed by immediate supervisors.
• Complete other departmental duties as they become necessary.
• Professional contact via telephone with all other hotel departments such as, Reservations, Sales, Housekeeping, Bell Staff, valet, Engineering, etc. is crucial to ensure that hotel services are coordinated to provide the best in guest and employee satisfaction.

Supervisory Responsibilities:

• Oversee and supervise all duties performed by all employees.
• Create and post all employee schedules within the required time frame.
• Coach, counsel, and discipline employees when necessary, using proper documentation and proper techniques.
• Ensure that all employees are posted at their stations at posted time, and that they complete their essential duties before their departure.
• Assist with all sick calls or tardiness by finding proper coverage, report to work and stay until proper coverage can be found.
• Assist with any scheduled shift problems on the night audit shifts.
• Properly train and monitor all service levels provided by employees to guests and other fellow employees.
• Meet or exceed levels of service required by the Mystery Shopper Survey.
• Monitor and maintain proper operational supplies.
• Responsible for making sure expenses and labor costs are meeting or coming in under budgeted requirements.
• Ensure all employees follow proper cash and credit handling procedures.
• Accountable for the "guest ledger" and its proper daily maintenance as well as maintaining the “guest comment card” return ratios as expected by the hotel and management.

SPECIFIC EXPERIENCE WE'RE SEEKING:

• Minimum of 2 years management experience in hospitality or similar industry.
• Bachelor’s degree preferred.
• Ability to diplomatically deal with difficult situations and people, while exhibiting a consistent level of professionalism.
• Ability to read, write, and verbally communicate effectively and professionally.
• Experience with Opera and Microsoft Office Suite is preferred.
• Flexible schedule, able to work evenings, weekends and holidays.

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

Minimum of 2 years management experience in hospitality or similar industry. Bachelor’s degree is preferred.

Language Skills:

Ability to read, write, and verbally communicate effectively and professionally with other business departments, guests, and vendors. Ability to diplomatically deal with difficult situations and people, while exhibiting a consistent level of professionalism.

Physical Demands:

While performing the duties of this job, the employee is constantly required to reach, use a keyboard, dial, sit, stand, walk, see, hear, write, and speak. The employee is frequently required to bend, push, pull, handle (hold, grasp, turn, or otherwise work with the hand or hands), and finger (picking, pinching, fine manipulation). The employee is occasionally required to crouch and balance and is minimally required to kneel, squat, twist, stretch, and collate/file. The employee is frequently required to lift and/or move 10-25lbs, occasionally lift and/or move up to 50lbs, and minimally lift and/or move up to 75lbs.

Mental Demands:

While performing the duties of this job, the employee is constantly required to produce detailed work, use reasoning skills, verbal and written communication, have customer contact, and handle multiple concurrent tasks and constant interruptions. The employee is occasionally required to use math skills and give presentations.

Work Environment:

While performing the duties of this job, the employee may be continuously exposed to noise and occasionally exposed to heat, odor, fumes, dampness, vibrations, and the use of tools/equipment.

Please note: management reserves the right to change, modify, and/or alter any of the duties listed above to meet business demands.