** Guest Service Manager - Woodlands Hotel**

**Job Category****:** HOSPITALITY **Requisition Number****:** GUEST01305 Showing 1 location **Job Details**

**Description**

**ESSENTIAL FUNCTIONS:**

**Finance and Operations**

* Oversee the daily operations of the front desk. Duties may include:

* Developing/adjusting weekly work schedules based on forecasted business need.

* Coordinating execution of special room programs/events

* Inspecting work areas and reporting maintenance/replacement needs.

* Maintaining supply inventories within budget guidelines with attention to quality and cost control.

* Collaborating with other departments to coordinate booking inventories; plan and execute special events;

* Implementing new programs and train staff.

* Maintaining daily incident logs; processing reservations, and financial transactions

* Conducting audits

* Conducting compliance training, for example: financial transactions.

* Monitoring inventories and purchases orders.

* Analyzing operational problems and establishing procedures to alleviate these problems, for example cashier over/shorts.

**Monitor and control payroll and labor costs. Duties may include:**

* Reviewing and editing daily time.

* Reviewing overtime reports and adjusting staff hours as needed.

* Reviewing sick and vacation reports for appropriateness.

**Enhance revenue opportunities. Duties may include:**

* Implementing incentive programs.

* Developing and delivering training on suggestive selling strategies.

**Guest Service/Satisfaction**

* Maintain the quality of guest service in the public areas of the hotel. Duties may include:

* Addressing & resolving guest satisfaction issues in person, by phone, email.

* Preparing and delivering Guest service training to staff

* Making recommendations to improve or enhance the guest experience

**Staffing/Employee Performance**

* Manage employee performance to meet established standards. Duties may include:

* Providing employees with information needed to successfully perform their responsibilities, for example, department priorities, performance objectives and standards, special event information, product information.

* Training employees on all aspects of their jobs. Providing feedback.

* Coaching to improve performance; initiating corrective action as warranted.

* Recognizing successful performance of job responsibilities

**JOB REQUIREMENTS:**

**Required knowledge, skills, and abilities.**

* Proficient in hotel operations and practices.

* Skilled in staff scheduling, implementing payroll and inventory cost control methods

* Skilled in planning and executing special functions

* Skilled in using automated systems for example, MSOffice, POS and reservation systems.

* Skilled in managing employee performance.

* Skilled in providing guest service including personalized service, steps of service and service recovery.

* Skilled in interacting with guest, staff and colleagues with discretion and tact.

* Skilled in obtaining and presenting information; explaining policies, procedures, and programs; persuading others

**Required mental, social and physical capabilities.**

* Ability to reason, make decisions, analyze and solve problems, plan and prioritize

* Ability to communicate clearly when writing and speaking

* Ability to perform mathematical functions

* Ability to adapt quickly to changing conditions

* Ability to lift and carry up to 30 pounds

* Ability to stand and walk for extended periods of time

**Required work experience and/or education.**

* Bachelors degree in Hotel Management or Business Management.

* 2 years of supervisory experience in front desk operations OR 2 year degree in hotel management.

* 3 - 5 years of progressively responsible experience including 2 years of supervision in front desk operations

* High school diploma or GED.

* 4 - 6 years progressively responsible experience including 3 years supervision in front desk operations.

**WORK ENVIRONMENT:**

* Hotel

* Union environment

* Work flexible shifts that include nights, weekends, holidays

* Interact with multiple departments within the organization

**Qualifications**

**Skills**

**Behaviors**

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**Motivations**

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**Education**

**Experience**

**Licenses & Certifications**