Guest Service Manager - The Cloudveil Hotel

Guest Service Manager Job Description, THE CLOUDVEIL

As a Guest Service Manager, you are responsible for managing and participating in all aspects of the guest arrival/departure experience and providing excellent customer service. You must maintain high standards in all aspects of internal and external service while embracing the Marriott Brand service culture. You will work closely with the guest experience, concierge, and front desk team. You must ensure you maximize the guest experience by achieving all Marriott & AAA service standards, maintaining consistent quality of service, exceeding expectations and efficiently completing departmental objectives.

Responsibilities

• Prioritize and accurately complete essential functions of guest experiences as it directly and indirectly relates to the arrival and departure experience
• Ensure all brand and service standards are met and adhered to. Remain calm and alert, and resolve guest complaints within guidelines. Protect guest sentiment by representing and promoting the hotel and dealing positively with the public. Follow the LEARN model
• Manage Guest Experience team, including, scheduling, labor, payroll, and training
• Notify Department Manger regarding performance management, hiring, and terminating
• Create weekly staffing schedule per guidelines in the Employee Policy Guide. Review and adjust staffing daily to ensure optimum staffing levels
• Adhere to staffing and budget guidelines
• Assist in budgeting and monthly planning
• Assist in development and implementation of best practices, policies and procedures for Guest Experience team
• Greets guest immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand request, respond with appropriate action and provide accurate information such as outlet hours, special VIP programing, events, etc.
• Complete all assigned checklist and shift reports accurately
• Promptly answers the telephone and email inquiries from internal and external communication streams. Inputs messages into the computer and advises other associates of special guest needs. Retrieves messages and communicates the content to the guest. Retrieves mail, packages and facsimiles or other special items for customers as requested
• Oversee the cleanliness of front drive, garage, and surrounding areas
• Ensure completion of retrieving mail, packages and other special request items for guests as requested
• Manage delivery of arrival amenities, cards, or packages to guest rooms or post upon arrival, during stay or after departure
• Be educated and familiar with local and area recreational, dining, and cultural activities and attractions to provide approved recommendations to guests
• Be aligned with the culture, values, goals and human resource programs of the Marriott Brand.
• Maintain a professional appearance and attitude at all times. Follow the dress code and uniform standards. Demonstrate positive body language and posture
• Be proficient in using package tracking system and other pertinent software as assigned (MGS & GXP)
• Ensure stocking, maintaining, and cleaning of lobby market area and guest room pantries
• Follow all best practices, policies and procedures for the guest experience team
• Maintain a clean, neat and organized workstation and lobby area
• Follow safety and emergency guidelines, policies, and procedures
• Maintain tip tracking in time clock without error
• Complete miscellaneous tasks as assigned, assist in other departments when needed
  
  

Notice

• Standing, bending, stooping and lifting weights up to and including 75 lbs. may be required
• The hospitality business functions seven (7) days a week, 24 hours a day, 365 days a year. In addition, the hospitality business and a hospitable service atmosphere must be projected at all times
  
  

Requirements

Requirements:

• Minimum of one-year in guest facing role, preferably in full service resort
• Strong background of customer service experience
• Process excellent verbal and written communication
• Proven track record in resolving guest problems and expediting solution
• Understand daily hotel operations
• Must read, write and speak the English language effectively
• Flexible schedule during high business volumes including weekends, evenings, and holidays
• Possesses basic math skills
• Ability to effectively manage internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts
• Ability to work independently, with little to no supervision, use time efficiently and multi-task
  
  

Benefits

Compensation based upon experience, Medical, dental and vision insurance, 401k with company match, Generous PTO program