The Lead Guest Service Manager is a team lead resource in the execution of operations in the Rooms Department including - Front Desk Office, Bell Stand, Concierge, and the management of employees in those areas. The position is based out of the Lodge Front Office but is cross trained to assist and/or work at all hotel locations and act in place of the Rooms Operations Managers. This position strives to continually improve guest and employee satisfaction while maximizing the financial performance of the department, and monitors compliance with standards and procedures. This position also effectively partners with other business unit heads in sharing and resolving common strategic and operating problems. Maintaining all programs required by Colonial Williamsburg Company, The Forbes Standards, the Marriott Autograph Collections Standards, and Crescent Hotels & Resorts is essential to this position.

ESSENTIAL FUNCTIONS:

• Manages/supervises, provides day-to-day leadership and development, job assignments and performance evaluations for front desk, bellmen, coordinators, and interns. Makes recommendations about hiring, promotions, and counseling.
• Ensuring that all requirements are met throughout the year for the Forbes 5 Star standards and Marriott Autograph Collections Standards.
• Includes staff in planning, decision-making, and facilitating process improvement; makes oneself available to staff and guests; provides regular performance feedback to staff; and develops staff’s skills, encourages growth, and maintains accountability.
• Identifies and resolves problems in a timely manner and gathers and analyzes information skillfully; thinks creatively to solve problems, to conduct organizational planning and to meet strategic goals.
  • Coordinates and maintains effective communications with all other departments.
• Delegates work assignments, gives authority to work independently, sets expectations, mentors, and monitors delegated activities.
• Communicate guest satisfaction results in a timely fashion including Medallia, TripAdvisor, and Google feedback. Analyze information and develop plans to improve opportunity areas and expand on areas of strength. Conduct Daily Stand-up Meetings to ensure team engagement.
• Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and process improvement.
• Follow department policies, procedures, and service standards, including safety policies.
• Perform additional duties as assigned.
• Works a flexible schedule, including days, nights, weekends, and holidays.

EDUCATION AND EXPERIENCE:

Required:

• High school diploma or GED.
• 5-7 years progressively responsible experience including 2-3 years supervision in front desk operations. 

Preferred:

• Bachelor’s degree in Hotel Management or Business Management.
• Luxury 4-5-star hotel management experience is strongly preferred.
• Marriott management experience is preferred.
• Previous experience working with Opera, UKG, and Kronos management systems.
• Previous experience managing in a large organization amid growth and change.

QUALIFICATIONS:

• Works a flexible schedule, including days, nights, weekends, and holidays.
• Detailed understanding of all resort operations departments.
• Prior experience managing in an environment covered by a collective bargaining agreement.
• Technologically savvy, possessing the aptitude and desire to learn new technology in ways that benefit the team and the hotel.
• Analytical skills, as well as problem recognition and resolution skills.
• Excellent communication and organizational skills.
• Excellent team leadership and people management skills.
• Ability to work well under pressure in a fast-paced environment.
• Ability to focus attention on guest needs, remaining calm and courteous always.