What are the responsibilities and job description for the Guest Service Manager - Dillard House Farm Resort position at Dillard House Resort And Farm?
Company Overview: The Dillard House Farm Resort is a new addition to the Legacy Ventures portfolio and will be an exciting adventure as we build on what the Dillard family has developed since 1917. This one-of-a-kind property is nestled in the picturesque Tennessee River Valley within a two-hour drive north of Atlanta in Rabun County. It will represent tradition with authentically sourced cuisine, numerous outdoor activities and outstanding southern charm and hospitality.
Summary: Manage the Guest Service operations to achieve customer satisfaction, quality service and compliance with corporate/franchise policies and procedures while meeting/exceeding financial goals. Manages Guest Service Supervisors, Guest Service Representatives, Night Auditors, Concierge Staff, Bell Attendants, Shuttle Services, and Gift Shop.
Essential Duties and Responsibilities:
- Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.
- Implement and sustain company and franchise / brand programs and manage the operations of the Front Office (Front Desk, PBX, Bell Stand, Concierge, Transportation, Valet, Security, as applicable) to ensure compliance with expectations, standards and regulations and to ensure an optimal level of quality service and hospitality are provided to the resort customers.
- Achieve expectations with metrics, including guest service scores, brand standards audits, etc.
- Prepare forecasts and reports and assist in the development, implementation and monitoring of the budget to maximize revenue and minimize expenses while ensuring adequate supplies and staff are on hand to provide top quality customer service.
- Resolve customer complaints, anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and team member performance to ensure high levels of customer satisfaction and quality.
- Interact with the sales staff to discuss and implement sales strategies to continually improve occupancy levels and revenues.
- Monitor and maintain the Front Office systems and equipment to ensure their optimum performance.
- Self-starting personality with an even disposition to effectively communicate with guests, team members and community.
- Professional high standards for personal appearance and grooming, which include appropriate attire and name got according to brand standard.
- Be familiar with and adhere to Legacy Ventures Service standards as outlined in the Blueprint and other policies / rules of conduct, to include personal appearance / grooming, attendance and safe / efficient operations.
- Comply with attendance rules and be available to work on a regular basis.
- Perform any other job-related duties as assigned.
Qualification Requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Must have a flexible schedule and ability to workdays, evenings or nights any day of the week, including weekends and holidays.
- Must have exceptional customer service skills
- Demonstrated ability to perform multiple tasks in a busy environment and remain flexible
- Ability to work well in a team environment
- Must have a self-starting personality with an even disposition to effectively communicate with guests and staff.
- Maintain a professional appearance and manner at all times.
- Can communicate well with guests.
- Must possess thorough knowledge of all guest services department operations, and individual job requirements.
- Possess excellent written, verbal, and organizational skills. Computer literacy and financial management a must.
- Ability to resolve guest, supervisor and team member conflicts.
Education and/or Experience: College degree preferred. High school diploma or general education degree (GED); or one to three years related experience and/or training; or equivalent combination of education and experience. Proven Hospitality experience is a must to be shortlisted.
