Guest Service Manager
Are you ready to be a part of a great team with many growth opportunities? Are you someone who smiles at every person you see or are you someone who strives to make a positive difference in someone's day? Join us as a Guest Service Manager where your contributions will make a significant impact on our guests' experiences!
You are the beginning of an exceptional guest experience. As a Guest Service Manager, you will make our guests feel welcome and reflect the exceptional experience to come when they arrive. Your personalized interactions and your direction and coordination of our Guest Services team will ensure our guests have a lasting memory of their visit.
Responsibilities
-
Assist with planning, assigning, supervising and participating in the daily activities of the Guest Service staff.
-
Participates in the prompt and courteous check in and checkout of guests.
-
Special attention should be paid to guest requests.
-
Use guests’ names when communicating with them.
-
Calls should be answered promptly and knowledgeably, always ensuring complete and accurate information.
-
Demonstrates a working knowledge of all services, facilities and programs of the hotel and effectively assists guests.
-
Responds to guests’ requests promptly, efficiently, and courteously.
-
Arranges fulfillment of guest services by working with housekeeping, maintenance and food and beverage where applicable.
-
Demonstrates teamwork by cooperating, assisting, and communicating effectively with co-workers.
-
Properly processes guest mail, messages, packages, and wake up calls.
-
Provide concierge service – fluent knowledge of area, attractions, restaurants, special events, and guest amenities.
-
Deliver requested items to guestrooms such as rollaway beds, cribs, pillows, towels, luggage etc.
-
Ensure staff is trained in financial control procedures and follows them regularly.
-
Establishes and communicates customer service objectives which support achievement of Hotel’s mission.
-
Determines customer satisfaction and needs by reviewing comment cards, social media and talking to guests regularly; identifies problem areas and formulates solutions.
-
Oversees the guest service function to ensure corrective action is taken to resolve guest complaints and ensure superior guest service.
-
Ensure all charges are correctly entered on the guest’s bill, credit card control procedures are strictly adhered to, and accounts are balanced daily.
-
Ensures a proper exchange of information, coordinating details with other department heads.
Requirements
-
Ability to communicate with guest and team members verbally or in written form.
-
Working knowledge of Microsoft Excel and Word.
-
Advanced working knowledge of property management.
-
Ability software systems.
-
Working knowledge of switchboard and telephone etiquette.
-
Ability to work and interact with associates on every level.
-
Excellent communication, organizational and customer service skills required.
-
At all times projects a favorable image of Hotel to the public.
-
Performs other duties as assigned, requested, or deemed necessary by management
Physical Requirements
-
Move, transport, put, install, remove, replace, position, place, and transfer
-
Operate, adjust attach, position, set up, handle, tend to activate, apply, measure, use, modify, input, compile, retrieve, make, create, collect, inspect, prepare, service.
-
Stand for extended periods of time.
-
Ability to bend, lift, kneel, and be in motion for the full day.
-
Must be able to move continuously during work hours and able to lift and/or carry 50 pounds.
We are an organization driven by our Guiding Principles – Associate Engagement, Presentation of our Hotels, Driving Guest Loyalty, Ensuring Financial Success, Community and Global Focus. We pride ourselves on having a reputation of providing our guests with genuine hospitality and a commitment to service that exceeds their expectations. As a growing organization, our passion is serving guests and providing an unforgettable experience. We create loyal relationships by delivering what was promised with a focus on accountability, attention to detail, integrity and superior quality and service.
What You Can Expect -
-
Competitive Pay
-
Bonus Opportunities
-
Training & Development
-
Opportunity for Advancement
-
Medical
-
Dental
-
Vision
-
401k with Match
-
Paid Time Off
-
Holiday Pay
-
Free Parking
-
Hotel Discounts
-
Safe Work Environment
-
Creating memorable experiences one guest at a time
-
Opportunities to give back to the community through our global focus efforts
The Company provides equal employment opportunities to all Associates and applicants for employment without regard to race, color, national origin, sex (including pregnancy, sexual orientation, transgender status, or gender identity or expression), marital status, religion, age, disability, genetic information, veteran status, or any other characteristics protected by federal, state, or local laws.
