What are the responsibilities and job description for the Hotel Guest Service Manager - Holiday Inn Express Paso Robles position at Reneson Hotel Group?
The Holiday Inn Express, aso Robles has an immediate need for a Guest Service (Front Office) Manager. The position of Guest Service Manager primary work effort and job objective is to oversee all aspects of Guest Service operations in accordance with Company goals and objectives, including achieving guest and employee safety, financial growth, guest satisfaction, and staff development within established service standards. The GSM relates to work primarily located at the front desk, in the back office, and on the guest room floors. The GSM will maintain a competent staff that will provide the highest quality of guest services for our guests in accordance with Holiday Inn brand standards as well as those of Reneson Hotels. Candidates MUST be able to work weekends and holidays, if those are your regularly scheduled days. Candidate must have a valid drivers license to be able to drive hotel shuttle as needed.
The GSM is responsible for ongoing customer satisfaction which is key for this position with high importance placed on strong guest satisfaction as well as housekeeping quality, cleanliness and consistency measured by Brand inspection and customer service scores. Strict adherence to hotel policies and procedures shall be maintained with regard to service and guest experience, with new procedures created and developed in coordination with the GM as needed. Strong and versatile leadership skills are required to foster a well-trained, motivated staff, lead by example, continuously developing and encouraging all staff to feel the passion for the Holiday Inn Express, Paso Robles
QUALIFICATIONS
a) Applicant must have excellent verbal and written communication skills and ability to prioritize tasks and responsibilities.
b) Applicant must have pleasant personality and ability to deal with wide variety of people.
c) Applicant must possess superior leadership and training skills.
d) Applicant must possess excellent fundamental math skills.
e) Applicant must possess ability to work in a standing position for long periods of time.
f) Applicant must be able to reach, bend, stoop and frequently lift up to 15 pounds.
g) Applicant must have previous hotel guest service experience.
h) Applicant must have previous supervisory experience.
i) Applicant must have personal computer skills including use of Microsoft Word, Excel, Outlook, PMS while Opera is preferred.
j) Applicant must have ability to type 30 - 35 wpm.
k) Applicant must be able to work 40-45 hours per week.
l) Applicant must be able to work on property 5 days per week, including at least one weekend day.
PRIMARY DUTIES AND RESPONSIBILITIES
To perform this job successfully, the Assistant General Manager must be able to perform each essential duty and responsibility in a safe and satisfactory manner, and be punctual, and have a good attendance record. In addition, the requirements listed below are representative of the knowledge skills, and/or ability required. Reasonable accommodations may be made to enable an Assistant General Manager with disabilities to perform essential job functions.
- Ensure good safety practices of coworkers and guests, assisting in the maintenance of proper emergency and security procedures.*
- Know and comply with all health and safety policies specifications and guidelines as provided by Holiday Inn and have a strong understanding of federal, state and county regulations that pertain to health and safety.*
- Work closely with the General Manager to provide maximum guest satisfaction and profitability.*
Provide the optimum level of service with Guest Services by:
1. Abides by all brand safety guidelines for all employees and guests at all times.
2. Ensures Guest Service staff is trained in all aspects of front desk operations, including check in/check out procedures, following financial control procedures for cash, vouchers, inventories and receivables, telephone procedures, hotel amenities and computer systems creating an overall service and operating environment that assures consistent and strong guest experience.
3. Manage and resolve all guest complaints (and compliments) expeditiously and in a professional and courteous manner.*
4. Responsible to perform scheduling, Accounts Receivable functions, including billing customers, posting cash receipts, pursuing collections as necessary, performing credit references, managing chargebacks, and with the GM approval making write-offs adjustments.*
* Indicates Essential Job Functions (performance of the function is the reason the job exists). A function may be essential when 1) number of available employees to perform function is limited, 2) requires specialized skills – function occupies a large percentage of time, and 3) failure to perform the function may have serious consequences.
We offer great pay, benefits, 401K with matching and Holiday Inn Worldwide discounts.
Reneson Hotels, Inc. owns and operates the Holiday Inn Express, Paso Robles . Please apply online at www.renesonhotels.com. Pay rate is $22-$24 per hour.
Salary : $22 - $24
