Guest Service Manager

Guest Services Manager

The purpose of a Guest Services Manager is to consistently deliver results that contribute to the overall success of the hotel and the department by accomplishing performance objectives linked to revenues, business effectiveness and efficiencies and delivering exemplary customer service.

Essential Duties and Responsibilities:

• Works with the hotel General Manager to achieve and exceed guest satisfaction scores in all areas of the hotel.
• Responsible for satisfaction scores for the front desk operations. Addresses any deficiencies in the area immediately.
• Works with the corporate training department to develop action plans as necessary to achieve expected guest satisfaction scores.
• Effectively trains guest service agents on proper front desk procedures.
• Recruits, interviews and selects, in conjunction with the General Manager, the most qualified candidates for front desk positions.
• May prepare weekly schedules for front office staff.
• Address performance deficiencies of front office staff through coaching and disciplinary actions.
• Complete performance evaluations for front office staff timely.
• May be responsible for posting weekly guest satisfaction scores for hotel associates to see and review.
• Ensures guest service agents are in compliance with clean, neat uniforms and name badges.
• Required reports are timely and of a quality that can be shared with corporate.
• Rates are accurate and monitored daily.
• Is proficient at managing inventory in the property management system.
• Frequently meets with and reviews work generated by the night auditor.
• Maintains regular attendance and is consistently on time.
• Maintains high standards of personal appearance and grooming, which include compliance with the dress code.
• Performs any other duties as requested by supervisor.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties of the position.

Desired Competencies, Work Skills, and Knowledge:

• Associate demonstrates organizational support.
• Associate demonstrates initiative.
• Associate demonstrates dependability/reliability.
• Associate demonstrates accountability for their job performance.
• Associate demonstrates acceptable productivity standards.
• Associate demonstrates effective problem solving.
• Associate demonstrates workplace respect to all associates.
• Associate demonstrates effective oral/written communication.
• Associate demonstrates excellent customer service skills.
• Associate demonstrates effective financial management skills.
• Associate effectively manages people.

Education and Experience Requirements:

• Bachelor’s degree (B.A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.

Qualifications:

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers or employees of organization.
• Ability to calculate figures and amounts such as discounts, interest, commissions, and percentages.
• Ability to interpret and perform basic computer functions. Knowledge of Outlook, Word, and Excel.

Supervisory Responsibilities:

• Position has supervisory responsibilities of front office staff.

Work Environment:

• Indoor work environment
• Minimal to moderate noise levels consistent with hotel environment

Physical Demands:

• Position is expected to:
• Stand more than 2/3 of the time
• Walk less than 1/3 of the time
• Sit less than 1/3 of the time
• Lift up to 15 lbs less than 1/3 of the time.
• Push/pull up to 15 pounds.

Equal Employment Opportunity: Stonebridge is committed to equal employment opportunities. We do not discriminate based on race, color, religion, sex, pregnancy, national origin, ancestry, age, marital status, sexual orientation, veteran status, physical or mental disability, or medical condition. All aspects of employment, including recruitment, hiring, advancement, compensation, benefits, training, promotion, transfer, discipline, layoff, recall, and termination, will be conducted without discrimination. Reasonable accommodations will be made for disabled team members.

Resumes and applications for employment will be evaluated based on qualifications and the ability to meet the position's requirements.