Guest Service Manager

Pyramid Global Hospitality•Saint Michaels, MD

10d•$65,000 - $67,000

About The Position

Ensure the highest caliber of service is being offered to all guests in accordance to the Standards of Service provided by Inn at Perry Cabin, so that all of their expectations are met or exceeded. While no job description can possibly provide a comprehensive list of job duties, the following is a summary of the major responsibilities for the position.

Requirements

Two years’ managerial or supervisory experience in a similar position desirable.
High school diploma. College desirable.
Computer literate, proficiency in spreadsheet applications and word processing required.
Possesses strong customer service skills.
Possesses strong knowledge about the hotel and the services offered.
Possesses strong administrative and organizational skills.
Possesses strong social skills and grace.
Possesses strong interpersonal skills, tact and diplomacy.
Ability to maintain confidentiality of both guest and hotel matters.
Ability to input and access information in property management systems.
Ability to work without direct supervision.
Ability to focus attention to details.
Ability to prioritize and organize work.
Ability to maintain a flexible schedule according to the needs of the position and the demands of business. Schedule will include some evenings, weekends and holidays.
Excellent written and verbal skills.
Ability to be a clear thinker, analyze and resolve problems and exercise good judgment.

Nice To Haves

Experience with Opera or similar Property Management System preferred.

Responsibilities

Act as a goodwill ambassador for the hotel and the company and a liaison between our guests and the community.
Provide highly personalized service to guests.
Anticipate and handle guest issues and concerns in an accurate, efficient and professional manner, including booking services, making dinner reservations and arranging amenities.
Engage with guests before and during their stay and assist with all requests as necessary.
Verify reservation details, address, phone number, email address and credit card information during pre-arrival call process.
Book reservations from a combination of emails and phone call inquiries.
Relay all pertinent information to front desk agents and manager.
Supervise the guest services agents.
Provide ongoing training, coaching, counseling and support to guest service agents.
Perform audits on guest services agents to gauge their performance and meet with guest services agents regularly to provide feedback on audit results.
Assist with payroll entry, submission and approval.
Communicate all necessary information to the Director of Front Office.
Uphold the highest ethical and professional standards
Check voice messages and emails daily; follow up on all requests.
Experience/become familiar with as many visitor attractions as possible to be more informative to guests.
Stay informed on all Talbot County has to offer visitors.
Maintain knowledge of local restaurants.
Provide a strong sense of arrival and welcome; greet all guests in a friendly, warm, and professional manner.
Maintain knowledge of hotel features/services, outlets, hours of operation, etc.
Practice emergency procedures in compliance with hotel/company standards; react and assist in hotel emergency situations as needed.
Ensure by example that Inn at Perry Cabin’s philosophy is known.
Observe standards for the department in image, appearance, and grooming; properly represent the company and the profession to outside organizations and the community.
Be knowledgeable of, implement, communicate, and comply with policies of Inn at Perry Cabin and Human Resources Department.
Maintain confidentiality and security of all guests and general hotel information.
Assist in other areas as needed.
Handle correspondence and gift certificates requests.
Handle inbound and outbound calls; may include reservation modifications, cancellations and fulfillment inquiries.
Ensure proper communication to Front Office staff on events, restaurants and attractions.
Maintain complete and current knowledge of: Front Desk procedures. Making reservations or room changes as required. All hotel facilities/services and local attractions/activities to respond to any guest inquiry. Restaurant hours of operation. In-house VIPs and groups.
Ensure overall guest satisfaction and assist other associates with their job functions to ensure optimum service to guests.
Foster and promote a cooperative working climate, maximizing productivity and employee morale.
Anticipate guests’ needs, respond promptly and always acknowledge all guests.
Always promote positive guest relations.
Monitor and handle guest complaints, ensuring guest satisfaction.
Performs all job functions and tasks as assigned.