What are the responsibilities and job description for the Guest Service Manager position at Holiday Inn Hotel & Suites, Duluth, MN?
Job description
The Holiday Inn & Suites Duluth-Downtown bn is seeking an outgoing, professional, and customer service-oriented GUEST SERVICE MANAGER to join our team. Our award-winning full-service hotel has 338 beautiful guest rooms, 2 restaurants, banquet and convention services, a covered parking ramp, and direct access to the downtown indoor skywalk system.
Job Summary:
The Guest Service Manager is responsible for promoting and maintaining hotel standards of excellent guest service quality at all times. Performs a variety of functions and daily activities in the Guest Service department to maintain established operational standards and maximize hotel profits.
Essential Responsibilities:
- Provides the highest level of guest satisfaction by delivering a superior product through employee development, job engineering, and a professional image.
- Ensures exceptional guest service at all times, responding promptly to guest concerns and resolving complaints.
- Monitors and improve guest satisfaction scores (e.g., online reviews, guest feedback).
- Anticipates guest needs and coordinates with other department managers to ensure guests top quality guest service.
- Supervises all Front Desk staff and daily department operations, including hiring, scheduling, employment actions, performance evaluations, training, etc.
- Plans and conducts department meetings, focused training, and special projects.
- Manages the department in compliance with established hotel and department policies and procedures; applicable local, state, and federal laws and regulations; and IHG brand standards.
- Manages the reservation function to ensure the highest possible room occupancy and Average Daily Rate.
- Performs the work of a Guest Service Representative, Night Auditor, Manager on Duty, or Shuttle Driver, as needed. Make hotel reservations, checks guests in and out of the hotel, answers inquiries, fulfills requests, processes lobby Market purchases, and transports guests in the shuttle van.
- Handles all aspects of the lobby market, including taking inventory, ordering or shopping for supplies and products as needed, stocking items, etc.
- Receives department-related or general hotel guest complaints and ensures corrective action is taken and concerns/issues are resolved satisfactorily.
- Maintains established emergency procedures and ensures the security of our guests, employees, and hotel assets. Takes the lead in emergency situations when in the role of Manager on Duty, following hotel emergency procedures. Completes Loss & Incident Reports as needed.
- Monitors budgeted revenues and expenses, working to maximize department profitability.
Candidate Requirements:
- A high school diploma or equivalent is required.
- A minimum of two to three years of Hotel Front Desk experience is strongly preferred; Holiday Inn/IHG hotel experience is a bonus.
- Related management or supervisory experience is preferred, including responsibility for multiple direct reports.
- Highly effective interpersonal, communication, and leadership skills.
- Outstanding attention to detail, organization, and problem-solving skills.
- Proficiency with Windows/Microsoft Office applications, and ability to learn hotel computer systems and software.
- Must have a valid driver’s license and meet company standards regarding driving for business-related purposes.
- Ability to work a flexible schedule according to business demands.
The Holiday Inn & Suites Duluth-Downtown offers a comprehensive compensation package, including competitive salary, pay-for-performance bonus program, health and life insurance, paid vacation and sick time, paid holidays, a 401(k) plan with employer contributions, Holiday Inn brand hotel discounts for personal travel, and complimentary parking in the covered hotel parking ramp.
To learn more about the Holiday Inn & Suites Duluth Downtown hotel, please visit our website at www.HIDuluth.com.
If you have a passion for the hospitality industry and are an effective team leader, we would appreciate the opportunity to talk with you.
Please submit your resume and salary requirements directly through really or send to:
Brianna Gunderson, Hotel General Manager
Holiday Inn & Suites Duluth Downtown
200 West 1st Street
Duluth, MN 55802
Direct Phone: 218-249-9001
The Holiday Inn & Suites Duluth-Downtown is an Equal Opportunity Employer.
Job Type: Full-time
Pay: $50,000 per year
Benefits:
- 401(k)
- 401(k) matching
- Employee discount
- Health insurance
- Life insurance
- Paid time off
Schedule:
- Varies, based on business needs. Will include evening and weekend shifts as needed.
Work Location: In person
Pay: $50,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Employee discount
- Health insurance
- Life insurance
- Paid time off
Work Location: In person
Salary : $50,000