** Guest Service Manager**

**Job Category****:** Front Office **Requisition Number****:** GUEST02364 Showing 1 location **Job Details**

**Description**

**Supervisory Responsibilities**

Directly supervises associates. Carries out supervisory responsibilities in accordance with the organization's policies, procedures and applicable laws. Responsibilities include but are not limited to: directly or indirectly interviewing, hiring, and training employees; planning, assigning, supervising and directing work; monitoring productivity and making improvements for increased service or productivity, setting deadlines and ensuring timely completion of work, appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

**Essential Job Functions**

* Oversees and have a working knowledge of the operation of the front desk.

* Understand all other operational departments and be able to support in those areas when requested.

* Achieves desired customer service goals by monitoring the service provided and developing and implementing strategies to achieve desired service levels.

* Ensures that all new front desk and transportation associates receive a through orientation and on-going technical training.

* Increases efficiency of operations by analyzing procedures and practices and implementing alternative strategies as required.

* Controls costs according to AURO Hotels standards.

* Monitors service and teamwork on a regular basis and counsels associates on providing AURO Hotels and Brand Standards for guest service.

* Meets and exceeds the expectations of the associates by utilizing leadership skills and motivation techniques in order to maximize associate productivity and satisfaction of direct reports.

* Develops and implements strategies to achieve Associate Satisfaction Index goals.

* Interviews qualified associates for related open roles, recommends for hire , and provides orientation and training.

* Creates a positive work environment for all associates.

* Communicate with other managers and associates to provide smooth working relations between departments

* Communicates standards of performance to associates. Evaluates associate performance on a regular basis and recommends salary increases as appropriate.

* Develops associates to maximize potential and prepare for future promotional opportunities by conducting counseling sessions, determining developmental needs and allowing these needs to be met.

* Ensures that disciplinary action is taken as required utilizing consistency, fairness and respect within framework of established AURO guidelines.

* Maintains safe and secure environment for customers and associates.

* Ensures that all associates follow safety rules and emergency procedures.

* Takes corrective action where required to improve safety of work areas.

* Assists, directs, or cooperates with other managerial personnel as required or requested.

* Work independently with little supervision.

**Qualifications**

**Skills**

**Behaviors**

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**Motivations**

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**Education**

**Preferred**

Bachelors or better in Hospitality and Resort Management or related field.

**Experience**

**Preferred**

**2-3 years:** Management or supervisory experience with at least two years in hotel front desk supervisor/management or equivalent combination of education and experience.

**Licenses & Certifications**