Guest Service Manager

Job highlights
Identified by Google from the original job post
Qualifications
Therefore, associates must pass the appropriate security clearance, per company policy
One year experience supervising (at least) three associates
Two years experience in service industry
Must be able to perform major life activities: Standing, lifting, bending, learning, reading, concentrating, thinking, and communicating
Must be able to push or pull 60 pounds and lift and/or carry 30 pounds
Must be able to stand for eight hours, bend, stretch, reach
Must be able to see and hear
Must be able to speak and read English, the ability to communicate in another language may be helpful
Must display professionalism, honesty and trustworthiness at all times
REQUIRED KNOWLEDGE, SKILLS AND ABILITIES
Supervisory skills: interview, hire, train, appraise, document, motivate
Standing, walking for long periods of time while maintaining a friendly professional image
Benefits
Be flexible in regard to work schedule
Responsibilities
Responsible for: the day-to-day operations of the Front Office, to include but not limited to: personnel, budget performance and financial controls
Area shopping, dining, entertainment and travel directions to assist guest inquiries
Daily hotel operations check daily events, bulletin boards and are up to date on changes, new procedures and events
Entire property, staff, services, hours of operation, type of rooms, locations, rates, discounts
Train and develop associates through meetings, logs, etc
Monitor and document associates for both positive and negative feedback
Computer literate to thoroughly operate property management system
Maintain organization of supplies and order as necessary
Multi task, remain associate and guest service centric
Effectively communicate with guests, department heads, associates and home office support staff
Solve guest issues with professionalism maintain hospitable attitude
Market and promote to increase exposure and sales
Stay organized and proactively organize in a fast paced environment
Maintain a professional cohesive team by: hiring, training, coaching, counseling and developing the most qualified individuals
Promote positive morale and friendly attitudes
Complete admistrative duties in a timely manner: schedules, payroll, inventories, orders, production controls, etc
Work within budgeted guidelines for maximum revenues and within labor models
Maintain safety and security practices, have thorough knowledge of emergency procedures
Ensure guests are provided with the highest quality product and service
Must be thoroughly familiar with the Associate Handbook, implement all the rules, policies and procedures established by the company; including, but not limited to, those contained in the Associate Handbook
Maintain certification from a brand approved responsible vendor training program
Utilize Service Recovery Log and other necessary communication logs from shift to shift
Respond to guest comments and issues in a timely manner
Other duties as assigned, and as staffing needs arise throughout the hotel
Be available as necessary 24/7, weekends and holidays
All personnel may be required to perform duties outside of their normal responsibilities from time to time as needed
Job description
Responsible for: the day-to-day operations of the Front Office, to include but not limited to: personnel, budget performance and financial controls.

PRE REQUISITES

The Company associates have access to guestrooms and property, character traits of honesty and trustworthiness are essential to this position. Therefore, associates must pass the appropriate security clearance, per company policy.
• One year experience supervising (at least) three associates.
• Two years experience in service industry.

SUMMARY OF ESSENTIAL JOB FUNCTIONS

Must be able to perform major life activities: Standing, lifting, bending, learning, reading, concentrating, thinking, and communicating.

For This Position Specifically
• Must be able to push or pull 60 pounds and lift and/or carry 30 pounds.
• Must be able to stand for eight hours, bend, stretch, reach.
• Must be able to see and hear
• Must be able to speak and read English, the ability to communicate in another language may be helpful.
• Must display professionalism, honesty and trustworthiness at all times.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

Knowledge In
• Supervisory skills: interview, hire, train, appraise, document, motivate.
• Area shopping, dining, entertainment and travel directions to assist guest inquiries.
• Daily hotel operations check daily events, bulletin boards and are up to date on changes, new procedures and events.
• Entire property, staff, services, hours of operation, type of rooms, locations, rates, discounts.

Skills
• Train and develop associates through meetings, logs, etc.
• Monitor and document associates for both positive and negative feedback.
• Computer literate to thoroughly operate property management system.
• Maintain organization of supplies and order as necessary.

Abilities
• Multi task, remain associate and guest service centric.
• Effectively communicate with guests, department heads, associates and home office support staff.
• Solve guest issues with professionalism maintain hospitable attitude.
• Market and promote to increase exposure and sales.
• Stay organized and proactively organize in a fast paced environment.

SPECIFIC RESPONSIBILITIES
• Maintain a professional cohesive team by: hiring, training, coaching, counseling and developing the most qualified individuals.
• Promote positive morale and friendly attitudes.
• Complete admistrative duties in a timely manner: schedules, payroll, inventories, orders, production controls, etc.
• Work within budgeted guidelines for maximum revenues and within labor models.
• Maintain safety and security practices, have thorough knowledge of emergency procedures.
• Ensure guests are provided with the highest quality product and service.
• Must be thoroughly familiar with the Associate Handbook, implement all the rules, policies and procedures established by the company; including, but not limited to, those contained in the Associate Handbook.
• Maintain certification from a brand approved responsible vendor training program.
• Utilize Service Recovery Log and other necessary communication logs from shift to shift. Respond to guest comments and issues in a timely manner.
• Other duties as assigned, and as staffing needs arise throughout the hotel.

WORKING CONDITIONS/SPECIAL REQUIREMENTS

Standing, walking for long periods of time while maintaining a friendly professional image. Be flexible in regard to work schedule. Be available as necessary 24/7, weekends and holidays.

POSITIONS FOR POSSIBLE ADVANCEMENT

Before the next promotion, this person should train her/his replacement. The ability to teach skills and competencies will enhance leadership skills in preparation for further promotion, potentially as a AGM or General Manager.

DisclaimerThe above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time as needed.

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