POSITION TITLE: Guest Service Manager

REPORTS TO: Assistant General Manager / General Manager

POSITION SUMMARY:

The Guest Service Manager is a multi-dimensional role that requires performing multiple job duties, often simultaneously. The Guest Service Manager coordinates with all departments and ensures complete satisfaction of all guests. Additional responsibilities include: communicating with all departments, managing reservations and room assignments, assisting with the F&B operation, ensuring Housekeeping operates effectively to maximize guest experience, and responding to guest requests, inquiries and escalations. This position manages the entire guest experience from beginning to end by collaborating, communicating, and supporting all departments.

DUTIES AND RESPONSIBILITIES:

· Ensure front desk is tidy and has all necessary materials (e.g. key cards, packets, etc.)

· Train, supervise and support front desk.

· Recruit and train new associates.

· Create, organize, and maintain scheduling for all front office associates.

· Assign tasks and ensure all front of house positions are covered for duration of shift.

· Ensure timely and accurate customer service by all associates in all department.

· Work with all department managers to identify and correct issues that result in a poor guest experience.

· Handle complaints and specific customer requests.

· Troubleshoot emergencies.

· Monitor stock and order office supplies.

· Review and respond to all in-house and 3rd party reviews.

· All other duties as assigned/required.

POSITION REQUIREMENTS:

· Must be able to communicate in English both written and verbally.

· Must be able to stand for long periods of time.

· Must be able to lift 20 lbs.

Job Type: Full-time

Pay: From $47,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 10 hour shift

Work setting:

• In-person

Work Location: In person