What are the responsibilities and job description for the Guest Service Manager position at DoubleTree Hotel & Suites Charleston Airport?
Welcome to the role of Guest Service Manager! As the leader of our guest services team, you will be responsible for delivering the highest standards of hospitality to our guests. You will be responsible for creating an exceptional experience for all our guests and ensuring that our guests leave with a lasting impression. Your primary responsibilities will include overseeing the day-to-day operations of our guest services department, monitoring staff performance, providing quality customer service, resolving guest issues, and ensuring the highest standards of cleanliness and safety are maintained. With your excellent communication skills, strong leadership abilities, and passion for delivering exceptional customer service, you will be instrumental in helping us provide an outstanding experience for our guests.
Job Responsibilities
- Develop and implement strategies to maximize customer satisfaction and loyalty.
- Oversee the daily operations of the guest services team, including assigning tasks and providing guidance and training.
- Monitor guest feedback and act on customer satisfaction issues in a timely manner.
- Maintain an up-to-date knowledge of products, services, and pricing.
- Handle customer complaints and inquiries effectively and efficiently.
- Develop and implement policies and procedures to improve customer service.
- Ensure all guest services staff adhere to company standards and procedures.
- Establish and monitor performance standards, set goals, and provide timely feedback.
- Monitor team performance and take corrective action when necessary.
- Monitor and track customer service metrics and make recommendations for improvement.
- Develop and maintain relationships with customers to ensure their satisfaction.
- Coordinate with other departments to resolve customer service issues.
- Maintain an up-to-date knowledge of all hotel services and facilities.
- Bachelor’s degree in hospitality management, business management, or a related field
- At least 2 years of experience in a hospitality management role
- Proficient in Microsoft Office Suite and property management software
- Excellent customer service, communication, and organizational skills
- Ability to multitask and problem solve in a fast-paced environment
- Knowledge of hotel operations, practices, and procedures
- Ability to motivate and mentor employees
- Strong leadership and management skills
- Ability to adhere to all safety and security regulations
- Ability to work a flexible schedule, including nights, weekends, and holidays
- Ability to lift up to 50 lbs.
