Guest Service Manager

Job Title

Respond to any questions from guests and follow up with guests to ensure their requests have been met to their satisfaction. Take and confirm reservations and cancellations. Supply guests with information regarding property amenities, services, room features, and local areas of interest and activities. Respond to guest requests for special arrangements or services (e.g., spa services, transportation, religious services, babysitting, financial services, business center services, interpretation services, reservations, dry cleaning, entertainment/sporting events, shopping) by making arrangements or identifying appropriate providers. Contact appropriate individual or department as necessary to resolve guest requests.

Collaborate with management to develop and carry-out ideas and procedures and set goals to continuously improve department performance. Assign and ensure work tasks are completed on time and that they meet appropriate quality standards. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets; protect the privacy and security of guests and coworkers. Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Ensure adherence to quality expectations and standards; identify, recommend, develop, and implement new ways to increase organizational efficiency, productivity, quality, safety, and/or cost-savings. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

Preferred Qualifications

Education: High school diploma or G.E.D. equivalent.

Related Work Experience: At least 1 year of related work experience.

Supervisory Experience: At least 1 year of supervisory experience.

License or Certification: None