What are the responsibilities and job description for the Guest Services Manager on Duty position at Edgewood Tahoe Resort?
Position Summary:
As the Guest Services Manager/ Manager on duty, you provide leadership, guidance to the Hotel. In addition, you manage a shift at the Front Office. This person must be able to elicit superior performance from staff, exhibit excellence in cultivating the guest experience and succeed in the translation and execution of the Edgewood vision by executing both employee and guest engagement standards. The most important characteristic of our team is that we love inspiring lasting memories for our guests. In this position you exhibit excellence in your commitment to our guests. Reimagine luxury hospitality with us.
Essential Functions:
- Provide a superior level of guest service while maintaining a high profile in the day-to-day operations, spending most of their day in the Lobby, porte cochere while performing regular rounds of the Lodge and Clubhouse.
- Welcome guests and fosters customer loyalty through his/her friendly manner.
- Ensure team members are well presented (uniforms, personal hygiene etc), and punctual.
- Handle and follow up on guest complaints and share guest compliments with team members by showing initiative and excellent problem-solving skills.
- Have good knowledge of all systems and SOP’S as well as ensure that all team members are following the guidelines, procedures, and policies set forth in their SOP’s.
- Understanding of all emergency procedures and leading any emergency efforts with security and engineering in absence of their director
- Daily inspection of assigned areas such as guest rooms, corridor/lobby/stairwell and perimeter making corrections and or reporting any defects
- Sends out shift log to all management.
- Other duties as assigned. Responsibilities and activities may change at any time with or without notice.
Supervision focus of Front Desk
- Ensure audits are completed properly
- Complete payroll and other front office tasks according to the check list
- Ensuring phones are answered properly and maintain radios and earpieces
- Maintain storage areas and ensure guest package deliveries are completed in a timely manner
- Coordinate group amenity deliveries
- Weekly inventory and reporting of need items to DOR
Qualifications / Special Skills:
- The ideal candidate is a seasoned and highly effective professional with outstanding management skills and extensive hands-on experience in Front Office and Valet, preferably 2-3 years of experience.
- Exceptional communications skills and commitment to providing excellent service to guests.
- Available to work when needed, including weekends, holidays, and nights.
- This position may require extended periods of standing including the entire course of a shift
- Well-developed communication and customer relations skills.
- Highly organized, results-oriented with the ability to be flexible and work well under pressure.
- Exceptional communications skills and commitment to providing excellent service to guests.
- Computer /PMS proficiency
- Strong Interpersonal Communication Skills
- Critical Thinking/Problem Solving
- Model Accountability & Leadership
