Guest Services Manager

JOB SUMMARY

Supports property operations ensuring that the highest levels of hospitality and service are provided. Manages the flow of questions and directs guests within the lobby. Supports the tracking and resolution of service issues.

CANDIDATE PROFILE

Education and Experience

High school diploma or GED; 1 year experience in the guest services front desk or related professional area.

OR

2year degree from an accredited university in Hotel and Restaurant Management Hospitality Business Administration or related major; no work experience required.

CORE WORK ACTIVITIES

Supporting Guest Services Teams

Utilizes interpersonal and communication skills to lead influence and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.

Encourages and builds mutual trust respect and cooperation among team members.

Serves as a role model to demonstrate appropriate behaviors.

Supervises and manages employees. Supports daytoday operations. Understands employee positions well enough to perform duties in employees absence.

Celebrates successes and publicly recognizes the contributions of team members.

Establishes and maintains open collaborative relationships with employees and ensures employees do the same within the team.

Supporting Guest Services and Front Desk Goals

Develops specific goals and plans to prioritize organize and accomplish your work.

Supports handling complaints settling disputes and resolving grievances and conflicts or otherwise negotiating with others.

Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.

Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained guest satisfaction is achieved and employee well being is preserved.

Understands budgets operating statements and payroll progress reports.

Ensuring and Providing Exceptional Customer Service

Provides services that are above and beyond for customer satisfaction and retention.

Improves service by communicating and assisting individuals to understand guest needs providing guidance feedback and individual coaching when needed.

Supports daytoday operations ensuring the quality standards and meeting the expectations of the customers on a daily basis.

Sets a positive example for guest relations.

Responds to and handles guest problems and complaints.

Empowers employees to provide excellent customer service.

Observes service behaviors of employees and provides feedback to individuals.

Strives to improve service performance.

Provides immediate assistance to guests as requested.

Ensures employees understand customer service expectations and parameters.

Participates in the implementation of corrective action plans to improve guest satisfaction.

Supporting Implementation Projects and Policies

Implements the customer recognition/service program communicating and ensuring the process.

Ensures property policies are administered fairly and consistently disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPS) and support the Peer Review Process.

Manages payroll administration.

Conducting Human Resource Activities

Identifies the developmental needs of others and coaching mentoring or otherwise helping others to improve their knowledge or skills.

Provides guidance and direction to subordinates including setting performance standards and monitoring performance.

Participates in employee progressive discipline procedures.

Uses all available on the job training tools for employees.

Solicits employee feedback utilizes an open door policy and reviews employee satisfaction results to identify and address employee problems or concerns.

Supervises ongoing training initiatives and conducts training when appropriate.

Participates in the employee performance appraisal process providing feedback as needed.

Additional Responsibilities

Provides information to supervisors coworkers and subordinates by telephone in written form email or in person.

Analyzes information and evaluating results to choose the best solution and solve problems.

Informs and/or updates the executives the peers and the subordinates on relevant information in a timely manner.

Maintains high visibility in public areas during peak times.

Understands and can implement all emergency plans including accident death elevator thefts vicious crimes bombs fire etc.

Performs Front Desk duties in high demand times.