The Guest Services Manager directly oversees up to 10 team members to ensure guest satisfaction and efficiency. This position will carry out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training team members; planning, assigning, and directing work; appraising performance; rewarding and coaching team members; addressing complaints and resolving problems. Guest Services Manager is also responsible for resolving any problems that arise from guests' complaints, reservation and room assignment activities, and other unusual requests and inquiries.
Manage the day-to-day operations of the Front Desk Agents & Switchboard Operators.
Assure Guest Service standards are applied and provide exceptional levels of service prior and throughout guests’ stay.
Actively build resort amenities and brand awareness with staff and guests.
Oversee and participate in the prompt and courteous check-in and checkout of guests.
Monitor team members and observe performances to ensure adherence to resort standards and established operating procedures.
Answer questions or problems pertaining to Guest suite accommodations and rates; meet with individual guests and convention representatives to aid in planning.
Control cash/credit functions through close supervision.
Control overtime through time management and scheduling based on business needs. Modify scheduling as needed to account for immediate response resolutions.
Ensure all team members are prepared for work and in clean, complete uniforms.
Resolve and take appropriate action on any Owner/Guest complaint or problem.
Maintain staff goals and staff awareness in relation to accident prevention and safety.
Inspect front office areas for cleanliness and order.
Determine the number of arrivals due to check in, the percent of occupancy expected for the day and anticipate any problems.
Cooperate with other department managers and department supervisors to ensure efficient and effective operations and coordination of activities.
Serve as expediter on special projects and other duties as assigned.
Education and/or Experience
Bachelor's degree (B.A.) from four-year College or university; or one to two years related experience and/or training; or equivalent combination of education and experience.
General knowledge of Microsoft products including Word and Excel required. Experience with point of sale software and property management systems preferred. Must be 18 years of age or older.