Are you friendly and enjoy “rolling out the red carpet” to guests? Do you enjoy creating stellar guest experiences?Being a Guest Services Manager with us may be the job for you! Guest Services Managers promotes a positive work environment amongst the Guest Services Team and with other team members. The Guest Services Manager is responsible for responding to all guest requests, inquiries, problems and/or complaints, etc. with the ability to influence and provide positive resolution. The Guest Services Manager will motivate, encourage, and mentor the Guest Services Team to ensure we are providing excellent customer service to our guests in a professional and courteous manner. The Guest Services Manager will accommodate our guests to ensure their visit with us is not just a “stay” but an awesome experience!Think you’ve got what it takes?

JOB RESPONSIBILITIES

• Ensures Guest Services and Guest Services Front Office operate in an attentive, friendly, efficient, courteousand seamless manner that provides all guests with exceptional service prior to arriving and throughout the time that guests will spend with us; while maximizing room revenue and occupancy; establish and maintain key control system

• Operate all aspects of the front office system, including software maintenance, report generation and analysis, and basic programming; ability to perform all jobs within the Guest Services and PBX Departments when needed; monitor proper operation of the PBX system to ensure that team members maintain standard operation procedures for its use

• Manages and organizes large turn days to include guest check-ins and guest check-outs; maintain safety deposit boxes per established standards; assists in preparation of revenue and occupancy forecasts, manage sell out opportunities, review arrival reports, and check rooms inventory; ensures accurate cash handling at the Front Desk; maximize room revenue and occupancy by reviewing daily statuses; ability to analyze discrepancies, monitors credit reporting, and maintain the daily house statistics; ensures no-show revenue is maximized through consistent and accurate billing;

• Ability to develop, implement, and maintain an effective Guest Relations Program utilizing persistent hospitality services, guest comment forms, and guest response program; be familiar with all brand specific programs and have knowledge of the procedures for each program and ensure the Guest Services team members are knowledgeable in understanding and implementing the programs;

• Ensures logging and delivery of all messages, packages, and mail in a professional and timely manner; monitor “out of order” or “out of service” areas to be knowledgeable and available to assistguests if needed; knowledgeable of the Accident Prevention Program including the safety committee, education/enforcement, and communication of safety issues within departmental meetings

• Knowledgeable and understanding of all policies and procedures – including the Equal Opportunities and Fair Treatment Policy; enforce this policy by communicating consistently with the Guest Services Department 

• Maintain a clean, welcoming lobby and front desk presence during peak hours and as needed; maintain constant communication with the Housekeeping Department and the General Manager; knowledge of night audit responsibilities and procedures; willingness to cover shifts at a moment’s notice when the shift is understaffed due to various circumstances

• Perform other tasks as necessary or required to meet or exceed guest satisfaction

PROFESSIONAL EXPERIENCE

• High-school graduate or equivalent and three years of work-related experience (Customer Service, Hotel Industry, Management, Restaurant Administration, Human Resources, Legal, Educational, Training & Development, Financial – strongly preferred)

• Proficient in MS Word, Excel, PowerPoint

• Data Entry, Database Management experience

INDUSTRY EXPERIENCE

• Understanding of the hospitality industry (preferred)

• Previous experience in the hospitality industry (preferred)

• Previous experience as a Guest Services Manager

• Bilingual communication skills (preferred)

REQUIRED SKILLS

• Experience preparing team schedules according to business forecast and business need

• Leadership experience with thorough follow- up 

• Must be flexible to work varied schedules

• Excellent written and oral communication skills