Guest Services Manager

Description

Are you a seasoned desk clerk ready for your next move? Do you have Hilton systems experience?

The Embassy Suites Nashville at Vanderbilt, managed by Moody National Hospitality Management, is looking for a Guest Service Manager to assist in leading our front desk teams to excellence! We offer competitive pay, and a fun, challenging work environment.
The Guest Service Manager leads all Front Office operations to achieve high levels of customer satisfaction by providing quality service, and comply with corporate/brand policies and procedures while meeting/exceeding financial goals.
Essential Functions:
• Manage Front Office staff effectively: schedule, train, coach, counsel, and conduct performance reviews; resolve problems; provide thorough communications, discipline and recommend terminations of employment as necessary.
• As necessary conduct Front Desk activities; check guests in and out efficiently and courteously; respond to customer concerns, issues, inquiries, and input in a timely, professional, and courteous manner; resolve customer complaints, escalate issues as necessary or report to other departments for resolution.
• Pre-register, block reservations and take same-day reservations following hotel rate structures, discounts, and sell strategies; cancel reservations according to procedures.
• Respond to customer concerns, issues, inquiries, and input in a timely, professional, and courteous manner; resolve customer complaints, escalate issues as necessary or report to other departments for resolution.
• Implement Company/Brand programs to achieve service quality goals, while ensuring compliance with all specified policies and procedures; communicate with sales staff to define and implement sales strategies for improving occupancy levels and revenues.
• Prepare forecasts and reports as directed; implement and monitor results to budget projections; develop recommendations for minimizing expenses and maximizing revenue.
• Monitor and maintain the Front Office systems and equipment to ensure optimum performance; report issues as necessary.
• Prepare and submit travel agent commission reports, third party reports, brand frequent traveler program points and other reports requested by management.
• Order supplies as needed to provide quality customer service.
• May temporarily assume Assistant General Manager, or General Manager, responsibilities as required.
• May oversee operations of hotel Gift Shop and hotel Business Center.
• Other duties as assigned by management.
Supervisory Responsibility:
• Supervises Front Desk Leads, Front Desk Clerks and Night Auditors
Job Specifications:
• Solid working knowledge of related company and brand policies, procedures, and services; general knowledge of other departments in the hotel, including a good understanding of basic operations and functions of all other departments and emergency systems, policies and procedures.
• Good understanding of revenue management policies and practices and excellent proficiency in the property’s revenue management computer program.
• Good management/supervisory skills.
• Excellent interpersonal and written/verbal communication skills.
• Excellent proficiency with Front Desk computer systems; intermediate proficiency with Word, Excel, and MS Outlook.
• Excellent command of the English language; second language proficiency desirable. Excellent interpersonal, written/verbal communication and telephone etiquette skills.
• Excellent time management skills and ability to multi-task and prioritize work
• Exceptional problem solving skills
• Ability to maintain customer focus
• Excellent organizational and planning skills
• Ability to work well in a team environment
• Ability to follow corporate standards and procedures
Education and Experience:
• Undergraduate degree in business, hospitality, or related field or equivalent combination of education &experience.
• 2+ years of experience as Front Office Manager/Supervisor in an equivalent hotel. Minimum training required per year as assigned by the company
• Any additional training required by manager
• This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
• Work days and work hours may vary depending on property needs.
• This position works indoors.
Qualifications

Skills

Required

Leadership

Advanced
Preferred

Customer Service

Advanced
Behaviors

Preferred

Dedicated

Dedicated

:

Devoted to a task or purpose with loyalty or integrity
Team Player

Team Player

:

Works well as a member of a group
Motivations

Preferred

Growth Opportunities

:

Inspired to perform well by the chance to take on more responsibility
Ability to Make an Impact

Ability to Make an Impact

:

Inspired to perform well by the ability to contribute to the success of a project or the organization
Education

Required

High School Diploma / GED or better.
Preferred

Bachelor of Arts or better in Hospitality and Resort Management.

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