What are the responsibilities and job description for the Guest Service Manager position at Wright Investments?
Job Summary:
Manage guest services department to ensure high level of guest service and guest satisfaction as related to guest services; ensure policies and procedures are adhered to as established by hotel, company, and / or brand standards; engages team-members and leads through creative techniques including inspiring, training, coaching, providing constructive feedback, as well as employee recognition.
Manage guest services department to ensure high level of guest service and guest satisfaction as related to guest services; ensure policies and procedures are adhered to as established by hotel, company, and / or brand standards; engages team-members and leads through creative techniques including inspiring, training, coaching, providing constructive feedback, as well as employee recognition.
Job Tasks / Responsibilities include, but not limited to:
- Assist the General Manager in the preparation of department’s annual budget; continually monitor guest service department’s performance as compared to budget and make necessary adjustments in order to maximize profitability.
- Schedule staff according to projected occupancy levels; continually monitor labor costs.
- Conduct scheduled inventory of supplies and equipment per company standard.
- Monitor brand’s guest satisfaction scores and communicate with staff regarding GSS goals and improvement strategies.
- Communicate with other department heads with appropriate reports (room availability, out-of-order rooms, clean & vacant / occupied rooms) as well as work orders; resolve any discrepancies found.
- Maintain security of master keys and the approved sign-out procedure for master keys.
- Follow all approved procedures for department’s handling of financial transactions.
- Handle any perceived guest complaint by using the company’s Guest Service Recovery method; ensure issue is resolved; involve General Manager if necessary.
- Responsible for all Human Resource functions for the department – recruiting, interviewing, hiring, training, coaching, counseling, evaluating, terminating – according to company policies and procedures.
- Maintain effective departmental communication as well as recognition programs through the use of stand-up meetings, staff meetings, log books, bulletin boards, hand-outs, flyers, etc
- May perform duties of guest service agent, night auditor, or other guest service position as needed.
- Be constantly alert of any security and/or safety issues and notify supervisor of any perceived security and/or safety threats.
- Maintain an organized and clean work area; always practice and ensure a safe work environment.
- Exhibit teamwork and cooperation by performing other duties as needed, required, asked, or directed.
Job Knowledge / Skills / Abilities/ Other Requirements:
- Requires effective and professional verbal and written communication skills with guests, subordinates, vendors, and other hotel staff.
- Basic knowledge of general business operations – budgeting, forecasting, scheduling, staffing.
- Requires availability on weekends and / or holidays, possible overtime, and possibly alternating shift work.
- Basic to intermediate computer skills.
Job Environment:
- Primarily indoors or within hotel facilities
- Requires significant walking and standing for entire shift
- Some light lifting required
- Very light / infrequent stretching, climbing, bending, stooping or squatting.
Minimum Qualifications:
- Prefer 5 years of experience in a position of comparable responsibility.
