Guest Services Manager

This is an hourly position.

Job Overview: Responsible for the management and coordination of all aspects of the Front Office/Valet/Hotel operation functions including financial results, and quality and service standards. Directs, implements and evaluates the quality of products and services given to customers and employees.

ESSENTIAL
QUALIFICATIONS:

• High School Graduate.
• Minimum of 3 years supervisory experience in various Rooms Division positions.
• Ability to satisfactorily communicate in English with guests, management, staff, and co-workers to their understanding.
• Ability to provide legible communications.
• Ability to compute basic mathematical calculations.
• Knowledge of effective office organizational practices.
• Ability to maintain strict confidentiality.
• Ability to drive all vehicle types.
• Previous experience in supervision in a Four-Diamond property.

Essential Job Functions:

• Leadership / Mentoring role for Hotel’s Front Office/Valet/Hotel employees.
• Maintain complete knowledge of all Front Office department policies/service procedures.
• Maintain complete knowledge of: all hotel features and services, all room types, rates, special package and promotions, daily arrivals / departures / room availability, scheduled in-house group activities
• Complete daily walk-through of Front Office department areas observing the following and instructing designated personnel to rectify any organization deficiencies:
• Staffing - numbers, appearance, attitude
• Operational cleanliness and maintenance
• Service - appearance, merchandising, attitude
• General crispness, quality and consistency of operation
• Storage areas - organization, cleanliness, inventories and care of equipment
• Review and respond to daily operational demands as it relates to the hotel.
• Prepare weekly, monthly, quarterly and yearly departmental financial and payroll forecasts.
• Monitor and handle guest comments.
• Monitor security of public areas of the hotel.
• Establish par levels for supplies and equipment.
• Monitor effectiveness of departmental staffing guide.
• Provide training, development, and positive support for all department employees to ensure qualitative standards and growth, depth and development.
• Monitor interviewing and selection of all departmental positions to ensure consistency in administering direction, development of quality, depth and growth, and maintenance of positive motivation, morale and efficiency. Create and maintain a quality, professional work environment.
• Administer performance evaluations for all departmental employees.
• Anticipate guests’ and employees’ needs and respond promptly. Promote positive guest relations at all times.
• Conduct pre-shift meeting to review information pertinent to day’s business.
• Facilitate departmental strategic planning meetings.

Job Type: Full-time

Pay: $47,500.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Free parking
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• Evening shift
• Holidays
• Night shift

Work setting:

• In-person
• Resort

Experience:

• Resort/Hotel Front Desk: 3 years (Required)
• Resort/Hotel Leadership: 2 years (Required)

Shift availability:

• Night Shift (Required)
• Overnight Shift (Preferred)

Work Location: In person

Salary : $47,500