Summary

The Guest Services Manager manages the associates of the Guest Services Department to ensure efficient and effective operation.

Essential Functions

To perform the Guest Services Manager position successfully, an individual must be able to perform each essential duty and responsibility satisfactorily.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities of the position.

Essential Duties and Responsibilities

· Inspect guests' rooms, public access areas and outside grounds for cleanliness and appearance; assume overall responsibility for maintaining standards to ensure facilities and equipment are clean, in good repair and well maintained

• Answer patrons' complaints and questions and resolves problems

• Function as Manager on Duty and complete Manager On Duty (MOD) report as necessary

• Monitor the check-in/check-out process, ensure agreement to hotel standards, anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guests expediently

• Assist at Front Desk as needed

• Ensure all VIPs are pre-registered according to standards; inspect VIP arrival rooms daily to ensure compliance to standards; monitor VIP arrivals; greet and escort VIPs to rooms

• Support Loss Prevention in the event of accidents, incidents and in emergency situations

• Perform as Manager on Duty

• Prepare weekly work schedules in accordance with staffing guidelines and labor forecasts; adjust schedules throughout the week to meet business demand

• Conduct pre-shift meeting with staff and review all information pertinent to the day’s business

• Assign work duties to staff in accordance with departmental procedures; communicate additions or changes to the assignments as they arise throughout the shift; identify situations which compromise the department’s standards and delegate these tasks

• Monitor the check-in/check-out process; ensure agreement to hotel standards, anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently

• Anticipate guests’ needs; respond promptly and acknowledge all guests, however busy and whatever time of day; handle all guest complaints in a polite and professional manner

• Identify training needs; develop formal training plans and implement training sessions; must be actively involved in ongoing technical and personal service training on a daily basis

• Assume overall responsibility for maintaining standards to ensure facilities and equipment are clean, in good repair and well maintained

• Ensure staff is using all Service Standards

• Assist staff with their job functions to ensure optimum service to guest

• Assist at Front Desk as needed

• Conduct such functions as interviewing, orientation, hiring, performance appraisal, coaching, counseling, training and suspending if necessary, to ensure appropriate staffing and productivity

• Conduct comprehensive monthly departmental meetings to include review of procedures of events which warrant special handling and detailed information

• Control and analyze Guest Service’s costs to ensure performance against budget

• Monitor and control operating equipment and supplies inventories

• Adhere to hotel requirements for guest accidents or injuries and in emergency situations

• Other duties as assigned

Competency

To perform the Guest Services Manager position successfully, an individual should demonstrate the following competencies:

• Problem Solving – Identify and resolve problems in a timely manner; gather and analyze information skillfully; develop alternative solutions; work well in group problem solving situations; use reason even when dealing with emotional topics

• Technical Skills - Assess own strengths and weaknesses; pursue training and development opportunities; strive to continuously build knowledge and skills; share expertise with others

• Customer Service - Manage difficult or emotional customer situations; respond promptly to customer needs; solicit customer feedback to improve service; respond to requests for service and assistance; meet commitments

• Interpersonal - Focus on solving conflict, not blaming; maintain confidentiality; listen to others without interrupting; keep emotions under control; remain open to the ideas of others and try new things

• Oral Communication - Speak clearly and persuasively in positive or negative situations; listen and get clarification; respond well to questions; demonstrate group presentation skills; participate in meetings

• Team Work - Balance team and individual responsibilities; exhibit objectivity and openness to the views of others; give and welcome feedback; contribute to building a positive team spirit; put success of team above own interests; ability to build morale and group commitments to goals and objectives; support team’s efforts to succeed; recognize accomplishments of other team members

• Written Communication - Write clearly and informatively; edit and proof work for spelling and grammatical errors; vary writing style to meet needs; present numerical data effectively; ability to read and interpret written information

• Change Management - Develop workable implementation plans; communicate changes effectively; build commitment and overcomes resistance; prepare and support those affected by change; monitor transition and evaluate results

• Delegation - Delegate work assignments; match the responsibility to the person; give authority to work independently; set expectations and monitor delegated activities; provide recognition for results
• Leadership - Exhibit confidence in self and others; inspire and motivate others to perform well; effectively influence actions and opinions of others; inspire respect and trust; accept feedback from others; provide vision and inspiration to peers and subordinates; give appropriate recognition to others; display passion and optimism; mobilize others to fulfill the vision

• Managing People - Include staff in planning, decision-making, facilitating and process improvement; take responsibility for subordinates' activities; make self-available to staff; provide regular performance feedback; develop subordinates' skills and encourages growth; solicit and apply customer feedback (internal and external); foster quality focus in others; improve processes, products and services; continually work to improve supervisory skills

• Quality Management - Look for ways to improve and promote quality; demonstrate accuracy and thoroughness

• Business Acumen - Understand business implications of decisions; display orientation to profitability; demonstrate knowledge of market and competition; align work with strategic goals

• Diversity - Demonstrate knowledge of EEO policy; show respect and sensitivity for cultural differences; educate others on the value of diversity; promote a harassment-free environment; build a diverse workforce

• Ethics - Treat people with respect; keep commitments; inspire the trust of others; work with integrity and ethically; uphold hotel’s values

• Organizational Support - Follow policies and procedures; complete administrative tasks correctly and on time; support hotel’s goals and values; benefit hotel through outside activities; respect diversity

• Strategic Thinking - Develop strategies to achieve hotel’s goals; understand hotel’s strengths & weaknesses; analyze market and competition; identify external threats and opportunities; adapt strategy to changing conditions

• Adaptability - Adapt to changes in the work environment; manage competing demands; change approach or method to best fit the situation; ability to deal with frequent changes, delays or unexpected events

• Attendance and Punctuality - Consistently arrive at work and on time; ensure work responsibilities are covered when absent; arrive at meetings and appointments on time

• Dependability - Follow instructions, respond to management direction; take responsibility for own actions; keep commitments; commit to long hours of work when necessary to reach goals; complete tasks on time or notify appropriate person with an alternate plan

• Initiative - Volunteer readily; undertake self-development activities; seek increased responsibilities; take independent actions and calculated risks; look for and takes advantage of opportunities; ask for and offer help when needed

• Innovation - Display original thinking and creativity; meet challenges with resourcefulness; generate suggestions for improving work; develop innovative approaches and ideas; present ideas and information in a manner that gets others' attention

• Judgment - Display willingness to make decisions; exhibit sound and accurate judgment; support and explains reasoning for decisions; include appropriate people in decision-making process; make timely decisions

• Motivation - Set and achieve challenging goals; demonstrate persistence and overcome obstacles; measure self against standard of excellence; take calculated risks to accomplish goals

• Planning and Organizing - Prioritize and plan work activities; use time efficiently; plan for additional resources; set goals and objectives; organize or schedule other people and their tasks; develop realistic action plans

• Professionalism - Approach others in a tactful manner; react well under pressure; treat others with respect and consideration regardless of their status or position; accept responsibility for own actions; follow through on commitments

• Quality - Demonstrate accuracy and thoroughness; look for ways to improve and promote quality; apply feedback to improve performance; monitor own work to ensure quality

• Quantity - Meet productivity standards; complete work in timely manner; strive to increase productivity; work quickly

• Safety and Security - Observe safety and security procedures; determine appropriate action beyond guidelines; report potentially unsafe conditions; use equipment and materials properly

Qualifications

The requirements listed below are representative of the knowledge, skills and abilities required for an individual to successfully perform the duties and responsibility of the Guest Services Manager position:

Language Ability

• Effectively communicate and interact in English with people from diverse backgrounds

• Read and comprehend simple instructions, short correspondence and memos
• Write routine reports and correspondence

• Speak effectively before groups of customers or associates of the hotel

Math Ability

• Calculate figures and amounts such as discounts, interest, commissions, proportions and percentages

• Ability to apply concepts of basic mathematics

Reasoning Ability

• Calculate figures and amounts such as discounts, interest, commissions, proportions and percentages

• Apply concepts of basic algebra and geometry

Computer Skills

• Demonstrated working knowledge of utilizing Microsoft’s Word and Excel software

• Demonstrated working knowledge of Payroll systems

• Demonstrated working knowledge of internet software

• Demonstrated working knowledge of Contact Management systems

Supervisory Responsibilities

• Directly supervise 15 – 20 associates in all Guest Service operations

• Carry out supervisory responsibilities in accordance with the hotel’s policies and applicable laws

Work Environment

• The noise level in the work environment is usually moderate

• The position is located in an office setting where the temperature settings are controlled

Physical Demands

• Regularly stand

• Frequently walk, use hands to fingers, handle or feel objects, tools or controls, talk or hear

• Occasionally sit, reach with hands and arms, climb or balance, stoop, kneel, crouch or crawl

• Occasionally lift and/or move up to 20 pounds

• Safely navigate multiple flights of stairs

Position Status and Availability

• Available to work a full-time, flexible (AM or PM) shift, Monday – Sunday including holidays

Education and Experience

• A high school diploma or general education degree (GED) required

• At least five (5) years customer service experience

• One (1) year front desk experience and/or cash handling

• Fluency in English language

Job Type: Full-time

Pay: From $1.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Flexible spending account
• Free parking
• Health insurance
• Life insurance
• Paid jury duty
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Evening shift
• Every weekend
• Weekends as needed

Work setting:

• In-person

Work Location: In person