What are the responsibilities and job description for the Guest Service Manager - Country Inn & Suites Rochester position at Rochester MN South Lodging, LLC?
Job Description
Job Description
The Country Inn & Suites of Rochester is seeking an experienced Guest Service Manager to join their team! This is a full-time, hourly position that requires flexibility in scheduling. We offer a competitive total compensation package including annual performance based increases, bonus eligibility and the following benefits :
- Health and Welfare (Medical (Company Paid for employee), Dental, Vision, Health Savings Account and Flexible Spending Accounts)
- Company Paid Short and Long-Term Disability, Basic Life, and AD&D
- Voluntary Term Life
- Retirement Benefits (401k & company matching)
- Time Off Benefits (Paid Holidays and PTO)
- Employee discounts
JOB SUMMARY :
The Guest Service Manager’s primary responsibility is to assist the General Manager in achieving the hotel’s long-range profit and revenue goals by directing the operations of the hotel. This position is responsible for ensuring hotel consistency in quality of standards, as well as the delivery of outstanding guest service and the effective operations primarily of the front desk. The Guest Service Manager is also responsible for selecting, training, evaluating, developing, and motivating the front desk associates.
SKILLS & KNOWLEDGE :
1. Must have the ability to provide professional and courteous guest service.
2. Must have good time management skills and the ability to work with minimal supervision.
3. Must have good organizational skills, the ability to multitask and strong attention to detail.
4. Must have the ability to understand and follow verbal / written instructions and communicate both verbally and in writing. Must have demonstrated business communication skills.
5. Must have the ability to maintain a positive and professional attitude when handling guest and associate situations and problem resolution.
6. Must have a working knowledge of computers and basic math skills.
7. High school diploma or equivalent required; associate degree preferred.
8. One year of previous hotel front desk or customer service experience required.
9. Previous management / supervisory experience preferred, but not required.
ESSENTIAL FUNCTIONS :
1. Assists all guests in a professional and courteous manner.
2. Performs job duties and responsibilities in a cost-effective manner and within budgetary guidelines.
3. Ensures guests are consistently interacted with to build relationships. Responds appropriately to guest complaints, solicits feedback, and builds relationships to continuously improve guest satisfaction.
4. Interviews and selects front desk associates for hire. Provides effective orientation, training, coaching, evaluation, and motivation to front desk associates.
5. Identifies and communicates performance expectations as well as policies and procedures to front desk associates. Works with the General Manager and Human Resources to deliver corrective action to associates if necessary.
6. Manages the day-to-day staffing requirements of the front desk. Oversees and directs the work of the front desk associates by assigning and delegating tasks.
7. Maximizes guest room revenue with competitive rates, obtaining competitive data as needed. Utilizes effective yield management tools and techniques.
8. Ensure proper cash controls and other internal controls are to protect company assets by thoroughly training all associates in proper procedures.
9. Promptly follows up with all accounts receivable and any other payments due.
10. Leverages system-wide expertise and resources where possible to incorporate best practices and deliver services in a cost-effective manner.
11. Assists Sales and the General Manager in publicizing the hotel through social media and other marketing tools. Participates in civic affairs and networks within the community, acting as an ambassador for the hotel.
12. Actively participates in the creation and execution of operational budgets as it relates to assigned department(s).
13. Conducts routine inspections to ensure the cleanliness and maintenance of guest rooms and public spaces.
14. Maintains and orders supplies within budget and as directed by the General Manager.
15. Stays current on hotel accommodations, services, and local attractions to effectively assist guests.
16. Serves as a front desk associate on a regular or as needed basis.
17. Acts as manager on duty in the absence of the General Manager.
18. Understands and applies all hotel safety and security procedures as required to maintain a safe and secure environment for employees and guests.
19. Keeps supervisor promptly and fully informed of all problems or unusual matters of significance coming to his / her attention so prompt corrective action can be taken.
20. Performs all other duties as assigned.
OTHER CONSIDERATIONS :
1. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the position without compromising guest satisfaction or essential business functions.
2. The intent of this job description is not to state or imply that the duties listed are the only duties that will be performed by the individual in this position. Associates will be required to follow any other job-related instructions and to perform any other job-related duties as requested by their supervisor.
PHYSICAL DEMANDS ANALYSIS :
The Guest Service Manager works primarily indoors in a temperature-controlled environment. This position requires continuous standing and walking, and frequent lifting, carrying, bending, and reaching throughout entire shift. Hazards may include, but are not limited to, exposure to computer terminals and standard cleaning chemicals.
Candidates offered employment must submit to a background check and drug test.
We are an E-Verify participating employer.
EOE M / F / V / D