Guest Service Manager

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Description

The Le Meridien Sheraton Charlotte Hotel is currently seeking a dynamic, motivated, and service-oriented individual for the position of Guest Service Manager to join our team at our StepStone Hospitality managed hotel. The Le Meridien Sheraton Hotel, located in Uptown Charlotte, is a 605-room dual complex with 65,000 sq. ft of meeting and conference space.

The Guest Services Manager is responsible for supervising the individuals who provide prompt, courteous and efficient handling of all incoming calls and assistance for outgoing calls which transpire through PBX. This individual will play an integral part in assisting with emergencies by contacting the designated personnel for immediate assistance.

Scheduled hours may vary weekly between Monday-Sunday. Weekdays, weekends, and holidays are required.

The responsibilities of the Guest Service Manager include but are not limited to:

• Develops and updates policies and manuals, as related to the AYS Department, for implementation in the field, while ensuring compliance to the same for consistency across the group.
• Holds the team accountable for all relevant service standards within the department.
• Keeps records and ensures the PBX Operators have complete knowledge of: hotel extension numbers, radios carried by hotel personnel, procedures for screening calls, do not disturb, call forwarding, non-registered guests, features and services provided by the hotel.
• Resolve and anticipate both internal and external guest needs and complaints, ensuring guest satisfaction.
• Maintain positive guest relations as always.
• Maintain complete knowledge of correct maintenance and use of equipment and software PBX Switch and GXP, Lightspeed, computer and main fax. Report any issues to the necessary department.
• Interact and respond in a courteous and professional manner with all guests, staff and community members, inclusive of resolving all guest and staff difficulties.
• Perform a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure.
• Ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
• Ability to train current staff on front desk duties such as check-in and check out procedures. Staff should be dually trained to answer phones as well as assist at the front desk.
• All other duties as required.
  
  

Salary is $65,000

Requirements

• Minimum 1 year experience in PBX, or similar capacity within Guest Services for a luxury or ultra luxury property.
• Education: High School Diploma
• Maintain confidentiality of guest information and pertinent hotel data
• Prior heavy exposure to Guest Services or PBX Department
• Thorough knowledge of telephone systems, ability to suggestively sell, ability to input and access information in the property management system/computers
• Ability to be resourceful, creative and maintain flexibility
• Ability to perform mathematical operations with units of measure including, but not limited to dollars, cents, feet, inches, cups, pounds and ounces.