Guest Service Manager

Oversees all guest services associates and ensures guests’ needs are met in a timely and friendly manner. Ensures all guest services associates are adhering to brand policies and procedures. Assists with guest issues if they cannot be immediately resolved by a guest services associate.

Oversees lobby operations and hotel amenities, such as concierge or valet services and pool or spa operations.

Works with General Manager to ensure scheduling and inventories are within anticipated budget

Success is determined through high quality scores related to guest satisfaction with front desk services, assistance, and amenities. 

PREREQUISITES

The Company associates have access to guestrooms and property, character traits of honesty and trustworthiness are essential to this position. Therefore, associates must pass the appropriate security clearance, per company policy.

• One year experience supervising (at least) three associates. 
• Two years’ experience in service industry.

SUMMARY OF ESSENTIAL JOB FUNCTIONS

• Must be able to perform major life activities: Standing, lifting, bending, learning, reading, concentrating, thinking, and communicating.
• Must be able to push or pull 60 pounds unassisted and lift and/or carry 30 pounds unassisted.
• Must be able to stand for eight hours, bend, stretch, reach.
• Must be able to see and hear
• Must be able to communicate with other associates and/or guests.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

Knowledge:

• Area shopping, dining, entertainment and travel directions to assist guest inquiries.
• Daily hotel operations check daily events, bulletin boards and are up to date on changes, new procedures and events.
• Entire property, staff, services, hours of operation, type of rooms, locations, rates, discounts

Skills:

• Train and develop associates through meetings, logs, etc.
• Monitor and document associates for both positive and negative feedback.
• Computer literate to thoroughly operate property management system.
• Maintain organization of supplies and order as necessary.
• Supervisory skills: interview, hire, train, appraise, document, motivate.

Abilities:

• Multi task, remain associate and guest service centric.
• Effectively communicate with guests, department heads, associates and home office support staff.
• Solve guest issues with professionalism maintain hospitable attitude.
• Market and promote to increase exposure and sales.
• Stay organized and proactively organize in a fast paced environment

SPECIFIC RESPONSIBILITIES

1. Maintain a professional cohesive team by: hiring, training, coaching, counseling and developing the most qualified individuals.
2. Analyzes guest feedback and formulates strategies to continuously improve overall rating.
3. Promote positive morale and friendly attitudes.
4. Complete administrative duties in a timely manner: schedules, payroll, inventories, orders, production controls, etc.
5. Work within budgeted guidelines for maximum revenues and within labor models.
6. Maintain safety and security practices, have thorough knowledge of emergency procedures.
7. Ensure guests are provided with the highest quality product and service.
8. Must be thoroughly familiar with the Associate Handbook, implement all the rules, policies and procedures established by the company; including, but not limited to, those contained in the Associate Handbook.
9. Maintain certification from a brand approved responsible vendor training program.
10. Utilize Service Recovery Log and other necessary communication logs from shift to shift. Respond to guest comments and issues in a timely manner.
11. Other duties as assigned, and as staffing needs arise throughout the hotel.

WORKING CONDITIONS/SPECIAL REQUIREMENTS

• This position requires a physical presence at the hotel and is not conducive of telecommuting or remote work.
• Standing, walking for long periods of time while maintaining a friendly professional image.  
• May be required to work any day/shift, including nights and weekends. 
• Periodic overnight travel required may be required.

POSITIONS FOR POSSIBLE ADVANCEMENT

• Assistant General Manager
• General Manager

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time as needed.