Mill Falls at the Lake is looking for a Guest Service Manager to join our team!

The Guest Services Manager oversees the day-to-day front desk operations and hotel gift shop, including check-in/check-out and guest service, and is responsible for quality service, meeting/exceeding financial and service goals, and managing within approved plans and objectives. Reports investigates, and resolves internal controls, policies, procedures, standards, and regulations violations. This position directly manages assigned staff and is responsible for articulating company goals to the staff. Demonstrates commitment to these goals through work ethic, integrity, and respect for the company and associates. Unites associates in a common commitment to achieve and exceed these goals. Works closely with management throughout the hotel and TPG. Impresses guests with quality and timely service in a pleasant and friendly manner.

• Guest Satisfaction – Manage front desk and gift shop services in compliance with policies, procedures, standards, and regulations. Manage staff schedules to ensure adequate coverage while managing the department budget. Train and motivate associates to have positive and effective guest relations skills. Ensure staff compliance with all guest service basics, such as uniforms, name tags, and proper guest greetings. Ensure timely response to guest needs. Resolve guest complaints as appropriate to maintain guest satisfaction. Regularly review service scores to identify areas needing improvement and implement appropriate changes. Be knowledgeable on hotel facilities, services, and the city to assist guests appropriately.
• Ensuring that the check-in and check-out process runs as smoothly as possible.
• Responding to requests or complaints made by guests professionally and politely to guarantee customer satisfaction.
• Implementing procedures to improve services offered to attract more customers.
• Hiring and training staff in matters of professional conduct and always ensuring enough staff by organizing staffing schedules efficiently.
• Supporting service personnel with questions posed by guests and taking over from the support staff if any issues arise.
• Understanding what guest expectations are and anticipating problems to prevent complaints.
• Acting as a link between guests and hotel management.
• Human Resources – In conjunction with the Human Resources department, recruit, hire, train, coach, counsel, resolve conflicts, discipline and terminate staff appropriately through fair treatment and in compliance with Company policies and procedures. Communicate to associates the standards of performance and their role in contributing to individual and team success. Administer and ensure all required training occurs. Prepare and conduct associate performance and salary reviews promptly and in accordance with Company guidelines. Ensure staff compliance with internal controls, policies, procedures, standards, and regulations. Insist on a work environment that is free from harassment. Promote the hotel as an employer of choice in the community.
• Life Safety/Risk Management – Manage and promote an accident prevention program to minimize liabilities and related expenses. Manage staff compliance with appropriate sanitary, safety, security and emergency policies, procedures, standards and regulations. Ensure staff is proficient in and compliant with sanitary, safety, security and emergency procedures. Notify senior management of any potential liability and propose proper course of action to prevent the hotel from incurring any such liability. Recommend additional safeguards as appropriate. Practice safe work habits.
• Asset Management - Ensure associates are adequately trained in cash handling procedures and credit card transactions. Ensure adequate controls are installed and maintained for the protection of the hotel's financial assets against loss or misappropriation. Manage inventories as appropriate. Ensure cleanliness and preventative maintenance programs are in place to protect assets and maintenance problems are promptly reported to Engineering through proper channels. Submit recommendations for changes and improvements to senior management.
• Leadership – Effectively and efficiently manage the staff, day-to-day operations, and services. Keep abreast of brand standards and the competition's products and strengths to continually improve revenues and profit margins while maintaining quality. Use business/management knowledge, applications in the industry, and experiences to provide leadership, both internally and externally, to assist senior management in positioning the hotel as a market leader. Be a coach with a positive attitude daily. Implement, manage, and comply with Company policies, practices, and programs. Ensure compliance with brand standards and local, state, and national regulations. Ensure optimal levels of quality service and hospitality are provided to guests. Maintain practical and valuable business relationships with preferred hotel vendors, as appropriate. Regular and timely attendance with high standards of personal behavior, appearance, and grooming, including wearing the proper nametag when working.
• Communication – Ensure all communication containing Company, hotel, brand, and guest information is consistent with privacy policies, practices, and regulations. Maintain a consistent professional and positive attitude when communicating with guests and associates. Maintain effective two-way communications that crosses departmental lines. Approach all encounters and actions with guests and associates in a friendly, service-oriented manner. Conduct regular meetings with staff to provide organizational information and educate associates on changes and activities. Communicate front desk activities and plans with peers and superiors to obtain appropriate consultation, guidance, and approval.

Education and Experience:

High school education plus schooling in hospitality management, business, or related experience is preferred or two or more years of related experience—familiarity with hospitality industry practices. Knowledge of Infor and Delphi is a plus.

Skills and Abilities:

Knowledge of front desk service, hospitality, business, and basic accounting principles and practices. Possess organizational skills that result in accurate, timely, and thorough work. Ability to manage daily operations and resolve operational problems effectively and efficiently. Ability to appropriately interview, hire, schedule, motivate, train, monitor, and address staff performance.

Ability to compile facts and figures and analyze information that involves data manipulation or interpretation to arrive at logical conclusions. Ability to anticipate and identify issues and exercise initiative to investigate, interpret and reach logical conclusions and make sound business decisions.

Possess strong listening, verbal, and written communication skills with professionalism and confidentiality. Display consistent professional leadership while simultaneously handling competing and changing priorities and projects. Remain positive, and resourceful and possess the ability to improvise while working in a fast-paced environment, sometimes under pressure. Knowledge of and ability to operate a computer, calculator, phone, and other office equipment.

Benefits:

Benefits for Full Time employees may include:

• Health, Dental and Vision Insurances
• Disability Insurances
• Supplemental Life Insurances
• Identity Theft Protection
• Flexible Spending Accounts
• 401(k) Retirement Plan
• Paid Time Off, Vacation and Holidays
• Employee Assistance Program
• AMAZING HOTEL DISCOUNTS to any property in the TPG portfolio and MUCH MORE!
• EEO/VET/DISABLED
Compensation: 50K-60K