Guest Services Manager

Description

BENEFITS

• Medical
• Dental
• Vision
• Fully vested 401k
• Employee Assistance Program
• PTO
• Recognition Program
• Volunteer Initiatives
• Marriott Hotel Travel Discounts
• Tuition Reimbursement Program

POSITION OVERVIEW

The Guest Services Manager assists the Director of Guest Services to oversee the Front Office, Bell Staff, Concierge, and Service Express team of the hotel to provide an elevated experience for guests. They create an atmosphere that aligns with the hotel standards and nurture guests from the moment of creating a reservation through departure. They act as a contact for all guest issues and assist with departmental communication to perfect all aspects of the guest journey.

DUTIES AND RESPONSIBILITIES

• Alongside the Director of Guest Services, provide leadership and guidance to all Front of House associates to ensure consistent quality service is provided to guests, according to hotel standards.
• Ensure seamless arrival, during stay, and departure aspects of guest experience.
• Create and implement valet parking standards and procedures through the bell staff.
• Ensure execution and placement of all guest amenities and preferences.
• Monitor all guest requests to ensure they are met within the prescribed time limits.
• Ensure VIP guests are provided with extra care and personally check room and amenity settings.
• Ensure standards, policies, and service culture are followed according to hotel standards.
• Effectively drive the service recovery process, handling all guest concerns efficiently and to the satisfaction of the guests.
• Maintain a highly motivated and trained staff that continually strives for personalized, quality service and the creation of memorable guest experiences.
• Strive to continually improve guest and associate satisfaction while maximizing the financial performance of the department.
• Inspect areas of responsibilities and follow-up with a plan for improving results.
• Continuously review staffing levels with the Director of Guest Services to ensure the guest service, operational needs, and financial objectives are met.
• Respond promptly and expedite all guest requests, monitoring guest comments and taking corrective action as necessary to improve service.
• Monitor and track associate tasks via GXP according to hotel standards.
• Be highly visible and interface with guests on a regular basis to obtain feedback on quality of product, services levels, and overall satisfaction.
• Execute development plans and develop associates based on their individual strengths, development needs, career aspirations and abilities.
• Participate in departmental meetings and continually communicate a clear and consistent message regarding the departmental goals to produce the desired results.
• Ensure all associates have proper supplies, equipment, and uniforms.
• Conduct performance evaluations and discipline staff when needed.
• Maintain a professional and personable appearance at all times, according to hotel standards.
• Successfully achieve the hotel’s core competencies including work product, teamwork and culture, guest and customer service, work ethic, impact-oriented problem solver, and entrepreneurship.
• Primary duty will be performing work that is directly related to the hotel’s business operations and customers. This includes exercising discretion and independent judgment with respect to matters of significance.
• All other duties as requested.

Qualifications

QUALIFICATIONS

• Previous experience in a similar role in a luxury hospitality operation.
• Strong communication skills, both verbal and written, including complaint handling and resolution.
• Strong computer skills, including Microsoft Office and PMS.
• Ability to stay calm under pressure and manage multiple concurrent demands while prioritizing responsibilities.
• A proven track record in a management role with the ability to inspire, motivate, and engage.
• Ability to lift and carry up to 40 pounds on own and up to 100 pounds with assistance.
• Ability to stand and walk for entire shift.
• Ability to develop and deliver effective training.
• Results oriented and highly motivated self-starter.
• Flexibility to work a varied schedule, which may include weekends and holidays.
• Requires writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability, and visual acuity.

Reasonable accommodation(s) may be made through the interactive process when necessary to allow qualified applicants and associates to perform the duties of this position.

We are an equal opportunity employer and value diversity. All employment is decided on the basis of qualifications, merit, and business need.

Salary : $50,000 - $55,000