What are the responsibilities and job description for the Guest Services Manager position at Crowne Plaza Resort Asheville?
Directly supervises all front office personnel and ensures proper completion of all front office duties. Directs and coordinates the activities of the front desk, reservations guest services, and telephone areas. Prepares monthly reports as assigned. Guest Services Manager is at all times professional (with external and internal clients), has a listen-first talk-after approach to guest complaints, and is excellent at multitasking.
Essential Duties & Responsibilities:
- Direct operations at the front desk and ensures customer service meets our high standards for guest satisfaction.
- Hire, train, and supervise front office employees, ensuring they provide excellent guest services and enforce hotel policies.
- Interact with customers both in person and over the phone, assist with inquiries, and mitigate any guest complaints.
- Handle the front desk budget and order office supplies as needed.
- Compile occupancy reports and financial information for the general manager.
- Display a pro-active and leading role in terms of service, culture, development, team image, systems, procedures, and skill development.
- Ensure proper customer relations and safeguards the hotel's interests by resolving and taking appropriate actions on all customer complaints and/or problems.
- Adheres to, monitors, and enforces compliance with all hotel and company policies, procedures, and standards; provides clear direction in advising and instructing staff in details of work.
- Deals efficiently with day-to-day billing and guest service queries.
- Reviews all postings for accuracy and appropriateness, reporting and/or correcting all discrepancies and errors as needed.
- Ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets.
- Performs other duties as assigned.
- Minimum of two years Front Desk Management experience.
- High School Education or GED required
- Bachelors degree in business administration or hospitality management preferred.
- Flexibility and a willingness to work beyond scheduled hours, including on weekends.
- Effective problem-solving abilities.
- Excellent written and verbal communication skills.