What are the responsibilities and job description for the Guest Services Manager position at Lake Camanche Hospitality LLC?
Title: Guest Services Manager
Reports To: Operations Manager / GM
Department: Operations
Summary: The primary objective of the Guest Services/Mobile Home Park Manager is to be responsible for overseeing daily operations in the guest service department. Handling guests needs, front-desk operations, and ensuring the highest level of guest satisfaction. Guest services managers assess employee performance, create strategies and services to enhance productivity and increase revenue and profitability.
RESPONSIBILITIES:
- Ensuring that the check-in and check-out process runs as smoothly as possible and that guests are escorted to the correct room.
- Responding to requests or complaints made by guests in a professional and polite manner to guarantee customer satisfaction.
- Using proper telephone and reservation etiquette including describing the resort, proper rate quotation and capturing reservations.
- Implementing procedures to improve services offered with the aim of attracting more customers.
- Hiring and training staff in matters of professional conduct and ensuring that there is always 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 in order to prevent complaints.
- Acting as a link between guests and resort management.
- Attending meetings with management to discuss problems and strategies for improvement.
- Handling cash or payments made by credit card.
- Understanding safety and emergency procedures.
- Maintains close communication with GM, including weekly sales meeting(s) and reports
- Assists other departments as needed, including but not limited to reservations & event operations
- Always maintains professional appearance and demeanor in adherence to company guidelines while representing Company.
- Serves customers in a friendly, courteous manner and sets a good example for visitors and fellow employees.
- Performs all other related duties as assigned.
REQUIREMENTS:
- High school diploma or GED required
- The ability to speak, read and write the language used in the workplace and knowledge of one or more additional languages is preferred.
- Planning, organization, and problem-solving skills.
- Advanced time management skills.
- Must be customer-focused and consistently able to maintain enthusiasm and project a positive company image.
- Must be able to work in a fast-paced environment and demonstrate the ability to multitask.
- Creative, organized, and detail oriented.
- Excellent customer relation skills, written and oral communication skills, and the ability to make independent decisions.
- Must be customer oriented, with a positive attitude and a strong desire for the challenge of making the sale.
- The ability and willingness to work a flexible schedule, evenings, weekends, and holidays.
- Willingness and ability to remain stationary and or move about the facility for extended periods of time, in addition to regularly lifting and carrying up to 45 pounds.
- Ability to demonstrate discretion, good judgment, tactfulness, and diplomacy.
Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status and all other status protected by law.