“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” – Maya Angelou

• Do you enjoy finding ways to make someone's day great and making them feel welcomed?
• Do you enjoy leading a team with positivity and with a goal of exceeding expectations and growth?
• How about finding the little things to make someone's experience more than they expected?
• Do you like the challenge of having to think creatively and out of the box for salutations and special ways to give a "beyond words" experience?
• Are you passionate about hospitality and want to grow?

Primary Objective of Position

Hands-on supervision of associates of the Guest Services Department. Delegate job assignments and manage the work environment to ensure maximum efficiency while maintaining service standards.

Benefits

• Competitive Pay
• 401K Savings Options
• Paid Time Off
• A Positive, Respectful, Fun Employment Culture
• Discounted Parking Options
• On the Job Training
• Learning & Development Opportunities
• Complementary Employee Assistance Program
• Discounted Hotel Stays
• Note: *benefits eligible to full time associates only
• *Comprehensive Health, Dental and Vision Insurance
• *Company Paid Life Insurance
• *Flex Spending & Health Reimbursement Account Options

Essential Functions

• Take every opportunity to amaze the guests.
• Assist with hiring and training new team members
• Assist with Housekeeping when needed
• Work closely with Reservations and Revenue team on in the day rates and inventory
• Accept requests from guests and associates regarding assistance with baggage handling and storage, delivery of items, limousine transfers, or assistance with obtaining transportation and assigning agent to handle these requests.
• Supervise and direct the Guest Services staff and make adjustments as needed to maintain service standards.
• Resolve guest and associate concerns on the spot in a manner which is beneficial to all involved.
• Work with the chick-in process to identify, register and room guests and deliver guest messages. Make corrections or adjustments to the seamless check in system as the operation necessitates.
• Assist in offering supervision for housekeeping department in absence of manager.
• Prepare and maintain all tour and delivery paperwork to ensure accuracy and operational standards are upheld. Supervise all group baggage transfers and amenity deliveries to ensure proper handling and completion.
• Complete daily paperwork.
• Maintain the check-in station for appearance, organization, and operational. effectiveness. Inspect associates’ uniforms, operational departmental areas for cleanliness and organization, correcting as necessary.
• Participates in the Manager on Duty Program.
• Adheres to all applicable Property Standard Operating Procedures.

Other:

Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position. Associates with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

Due to the cyclical nature of the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meeting is required.

Upon employment, all associates are required to fully comply with Property rules and regulations for the safe and effective operation of the hotel facilities. Associates who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

Supportive Functions/Teamwork Skills:

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel:

• Update all relevant reports pertaining to the check-in process on a regular basis and communicate those changes to the line associates quickly and effectively.
• Conduct monthly department meetings
• Work with 3 party operators and vendors
• When necessary, actively contribute to the successful operation of the department by labeling, handling, and/or storing guest luggage, delivering guest items on request, or checking guests in.
• Be an enthusiastic, helpful and positive member of the team.
• Be professional, responsible and mature in conduct and behavior.
• Be understanding of, encouraging to and friendly with all co-workers.
• Be self-motivated and use time wisely.
• Maintain open line of communications with each department.
• Communicate pertinent information.
• Respond positively to new ideas.
• Openly accept critical/developmental feedback.
• Report to work on time.
• Give adequate notice if going to miss work.
• Be available to work a flexible schedule to include weekends and holidays.
• Maintain effective communication through the use of meetings, log books and bulletins.
• Be available to help other departments in emergency situations.
• Perform other assignments as directed by the General Manger.
• Adhere to all work rules, procedures and policies established by the company including, but not limited to those contained in the associate handbook.

Safety and Security:

- Properly handle and account for keys

- Be knowledgeable of policies regarding emergency procedures and security concerns

- Ensure protection of guests’ room numbers

Specific Job Knowledge, Skills and Abilities

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities:

• Must be able to communicate in and understand the primary language(s) used in the workplace.
• Requires good communication skills, both verbal and written.
• Ability to be focused and self-motivated; there is minimal supervision.
• Ability to participate as a part of a team.
• Must possess basic computational ability.
• Must possess basic computer skills.
• Extensive knowledge of the hotel, its services and facilities.
• Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations, including, but not limited to the following statutes and their comparable state and local laws (where applicable): Title VII, Equal Pay Act, Pregnancy Discrimination Act, FLSA, ADA, OSHA, FMLA, NLRA.

Physical Demands

• Most work tasks are performed indoors.
• Must be able to move up to 15 lbs regularly, and 25-50 lbs. occasionally.
• Must be able to identify and address deficiencies in cleanliness and safety standards and notify appropriate team members of same.
• Must be able to stand and exert well-paced mobility for up to 4 hours per day; position requires walking and giving direction most of the working day.
• Position requires walking and giving direction most of the working day. Length of time of these tasks may vary from day to day and task to task.
• Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates
• Requires manual dexterity to use and operate all necessary equipment.
• Must have finger dexterity to be able to operate office equipment.

Qualifications

Bachelor’s degree preferred. At least two years of previous management hotel experience.

This job description is not extensive of full description and is not final.

Job Type: Full-time

Benefits:

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

Weekly day range:

• Every weekend

Experience:

• Opera/MGS/MARSHA: 1 year (Preferred)
• Guest Services Managerial: 2 years (Required)

Work Location: In person