Guest Services Manager

POSITION SUMMARY

This position will provide a variety of guest services at the highest possible level for guests and homeowners. Responsible for managing all aspects of the front office department, and leading the guest services team to provide the highest quality services and products while supporting the hotel's vision, mission and values. The Guest Services Manager will work with the Front Office Manager to maintain department profitability and monthly forecasts. This position is responsible for training team members in delivering the ultimate guest experience, utilizing the property's service principles and standards.

DUTIES AND RESPONSIBILITIES

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  Lead, direct and manage the guest services team
• Provide the necessary training, education, and expected service standards for front desk agents and bell staff to provide exemplary service to guests and owners
• Participate in all selection processes for front office staff including, recruitment, interview, and hire.
• Participate in all coaching and performance management processes
• Promote guest feedback programs as they relate to continuous development
• Communicate with internal & external guests, some of whom will require levels of patience, tact and diplomacy to resolve conflict
• Create and produce reports as required
• Participate in property initiatives
• Attend department and property meetings in absence of Front Office Manager
• Pro-actively identify potential guest issues
• Work with FOM to perform associate evaluations, provide coaching and development
• Monitors guest satisfaction processes, and responds to guest concerns, and inquiries
• Control all product inventories and assure adequate par levels are maintained at all times which includes product selection, ordering, receiving, and storage
• Ensure cleanliness and maintenance of front and lobby areas
• Actively promotes property culture and associated initiatives and processes
• Recognize and manage emergency situations
• Other duties as assigned

QUALIFICATIONS

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  2-3 years' experience in a luxury hotel/resort/conference center in a managerial guest service role, or combined experience
• High school graduate or GED is required, and a college degree is preferred
• Knowledge in property management systems is highly desirable, and technical proficiency in Microsoft applications is required
• Customer service experience in a high-volume/high-quality environment with the ability to problem solve, identify and resolve the situation
• Effectively communicate both verbally and written in English, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner. Bilingual a plus.
• Excellent organization and time management skills
• Outstanding interpersonal skills required
• Excellent listening skills required
• Must be able to communicate verbally and in writing in English
• Knowledge in preparing and understanding complex reports
• Ability to access and accurately input information using moderately complex computer systems
• Provide hands on support to front desk, bell staff and concierge during peak business times
• Remain calm and professional under stress
• Maintain a positive attitude
• Ability to handle conflict and confrontation
• Ability to work with little or no supervision
• Be able to make decisions, possess good judgment
• Valid driver's license and clean driving record to be checked through insurance
• Available to work flexible schedule, including nights, early mornings, weekends and holidays

WORK ENVIRONMENT AND PHYSICAL REQUIREMENTS

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  Regularly work indoors in the lobby, front office and administrative areas
• Work outdoors often with adverse conditions with exposure to outdoor elements or a combination of both indoors and outdoors and may be required to walk on slippery and uneven surfaces.
• Must be able to lift, push, and pull a minimum of 50 lbs
• Must be able to stand/walk 8 hours per day
• Driving the Gant van in varying weather conditions including snow, ice and rain.
• Must be adaptable and flexible
• Ability to multi-task

TOOLS AND EQUIPMENT:

• 
  Fax/copy machine
• Computer and printer
• Communication radio
• Bell carts and other standard hotel guest service equipment
• Gant vans

POSITION: Guest Services Manager

DEPARTMENT: Front Office

REPORTS TO: Front Office Manager and Assistant General Manager

DIRECT REPORTS: Front Desk Agents, Bell Persons, Concierges

STATUS: Exempt

HIRING RANGE: $48,000 to $56,000 annually

GENERAL BENEFITS: M/D/V, 401(k), EAP, Life Insurance, PTO, Annual Bonus, Wellness Bonus/Ski Pass; See Benefit Summary for full list. Benefits may be subject to generally applicable eligibility, waiting period, or other requirements and conditions.

This Job Description in no way states that these are the only duties of an employee in this position. The employee is required to comply with all instructions and other related duties requested by his or her manager. The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.