What are the responsibilities and job description for the Guest Service Manager - ESB position at Eastland Suites Hotel & Conference Center?
Are you passionate about delivering outstanding service and creating memorable experiences for guests? We are looking for a Guest Services Manager to lead our front desk team and ensure every guest enjoys a seamless and exceptional stay.
As the Guest Services Manager you will strive to increase customer satisfaction by providing efficient and courteous front desk service in accordance with the standards of Eastland Suites Hotel & Conference center and Tentac Enterprises. Effectively manage the front desk operation with minimal costs and maximum profitability through proficient management of staff, internal controls, administration of company policies and procedures, and excellent guest service.
Benefits
Employer Paid Life Insurance
Employer Paid Long Term Disability
Employer Paid Short Term Disability
Paid Time Off
Medical
Dental
Vision
Paid Holidays
401K with employer match
Flexible Spending Accounts (FSA)
Voluntary Accident Coverage
Voluntary Critical Illness Coverage
Voluntary Life Insurance
Job Description
Job Title: Guest Services Manager Eastland Suites - Bloomington
Department: Guest Services Reports To: General Manager Effective Date: August 5th, 2024
General Summary:
To increase customer satisfaction by providing efficient and courteous front desk service in accordance with the standards of Eastland Suites Hotel & Conference center and Tentac Enterprises. Effectively manage the front desk operation with minimal costs and maximum profitability through proficient management of staff, internal controls, administration of company policies and procedures, and excellent guest service.
Essential Functions:
- Maintain the highest degree of guest service and professional conduct at all times.
- Utilize guest service skills to ensure that all guest needs are met promptly and to the guest's complete satisfaction
- Maintain compliance to all front office standard operation procedures
- Monitor key control, verify room status information, update group information
- Ensure follow-through of all VIP and Tour VIP requests
- Compute monthly occupancy forecasts
- Maintain and update Front Office Procedures Manual
- Meet or exceed all Service Standards within department
- Ensure awareness and compliance to all company safety and security policies and procedures
- Ensure employee and guest safety by proper training and maintenance of equipment and work area
- Conduct department meetings as required, and attend staff and hotel meetings
- Communicate with all hotel departments and staff to ensure the efficient operation of Front Office
- Keep informed of all in-house and area functions
- Ensure that employees meet proper standards of dress and decorum.
- Provide quality service to the customer by responding to their requests promptly, efficiently, and courteously during check-in, check-out and throughout stay
- Retain current clients and grow client base
- Provide shuttle service to and from area locations
- Communicate with supervisors, co-workers and clients in a courteous manner at all times
Supporting Functions:
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions.
- Use suggestive selling skills and company sales programs to maximize revenue and occupancy levels
- Handle guest accounts and maintain cash drawer
- Answer incoming phone calls, process reservation/cancellation/modification requests, and transfer calls to appropriate departments
- Maintain a favorable working relationship with all other company employees
- Other duties as assigned by supervisor
Specific Job Knowledge, Skills and Ability:
- Working knowledge of all services and facilities of the hotel.
- Ability to assist hotel guests in an effective manner.
- Ability to fully follow supervisors directions.
- Ability to remember and recite company promotions and information.
Qualification Standards
Communication:
Strong communication skills; including the ability to deal effectively with vastly diverse groups of people and guests.
Education:
Preferred: High School Diploma
Experience:
Required: Front desk experience or other experience in the hospitality field. Preferred: Previous supervisory experience.
Licenses or Certificates:
Valid drivers license
Grooming:
All employees must maintain a neat, clean and well-groomed appearance per Eastland Suites Hotel & Conference Center and Tentac Enterprises policy states. This also includes color of hair.
Physical Requirements
- Sitting in a normal seated position for extended periods of time
- Reaching by extending hand(s) or arm(s) in any direction
- Ability to carry items weighing up to 30 pounds without assistance.
- Finger dexterity required to manipulate objects with fingers rather than with the whole hand(s) or arm(s), for example, using a keyboard.
- Ability to move about.
- Ability to see within normal parameters
- Ability to hear within normal range
- Ability to stand for long durations during peak business hours
This description is a general statement of required major duties and responsibilities performed on a regular and continuous basis. It does not exclude other duties as assigned.
It is the policy of Tentac Enterprises to comply with all federal and state laws concerning the employment of individuals with disabilities and to act in accordance with regulations and guidance issued by the Equal Employment Opportunity Commission (EEOC)
Tentac Enterprises provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
