Guest Service Manager - Courtyard by Marriott, Holland

Suburban Inns • Holland, MI

17h • Onsite

About The Position

Join the Inn Crowd to be a part of our award-winning family! Our team is dedicated to helping each other succeed and achieve our goals! As a Guest Service Manager, you would be responsible for providing strong sales techniques and excellent guest service, according to Suburban Inns and brand standards, as well as going above and beyond to ensure that guests are 100% satisfied. You will hold Team Members accountable to the standards of employment and job performance set by the Core Values of Suburban Inns and the brand, and discipline Team Members as needed, according to Suburban Inns’ policies. You will schedule staff as needed based on hotel occupancies, while staying within the company budget, and monitor Team Member hours to ensure they are using company time wisely and for company purposes only. You will rotate Manager on Duty shifts over the weekends for the hotel when needed, and hire, train, and evaluate Guest Service Representatives (GSRs). Ensure all GSRs are selling the property according to the Suburban Inns standards to maximize rate and occupancy. Review all guest surveys and follow up as needed to perform any service recovery and display the guest surveys once they are reviewed for employees to read and learn from. Monitor inventory on a daily basis and correct any out of balance issues. Perform property walk-arounds as needed throughout the shift, and address all issues encountered. All trash, used towels, room service trays, etc. must be picked up. Keep eyes open for any and all safety and security issues. Report any problems to the appropriate department and General Manager. Assist with prospecting new hotel business and communicating information to sales department. Maintain inventory stock in the shop. Work with the sales department to take deposits, as well as guest rooms and group blocks. Provide tours of the property, being sure to highlight all of the amenities. Provide excellent guest service and enforce the service philosophy among all team members. Supply information to guests regarding hotel policies, services, and amenities. Respond to guest requests for assistance and information on the surrounding areas, such as directions, dining, and entertainment. Handle all guest concerns and be able to problem solve in a tactful, professional manner. Review all guest surveys and assist in responding to feedback and service recoveries. Ensure brand standards are exceeded and member enrollments are promoted. Exhibit regular and recurrent attendance records. Follow all Suburban Inns Processes. Assist other departments as needed. Other duties as requested by management.

Requirements

• Ability to interpret/extract information and/or perform arithmetic functions.
• May require typing, basic computer knowledge, record keeping, or word processing.
• Good communication skills.
• Minimum formal education of a high school diploma or equivalent related experience.
• One year of Guest Service Representative experience required.
• CPR Training and TIPs certified (may be completed upon hire).

Responsibilities

• Provide strong sales techniques and excellent guest service according to Suburban Inns and brand standards.
• Go above and beyond to ensure guests are 100% satisfied.
• Hold Team Members accountable to the standards of employment and job performance set by the Core Values of Suburban Inns and the brand.
• Discipline Team Members as needed, according to Suburban Inns’ policies.
• Schedule staff as needed based on hotel occupancies, while staying within the company budget.
• Monitor Team Member hours and ensure they are using company time wisely, and for company purposes only.
• Rotate Manager on Duty shifts over the weekends for the hotel when needed.
• Hire, train, and evaluate Guest Service Representatives (GSRs).
• Ensure all GSRs are selling the property according to the Suburban Inns standards to maximize rate and occupancy.
• Review all guest surveys and follow up as needed to perform any service recovery and display the guest surveys once they are reviewed for employees to read and learn from.
• Monitor inventory on a daily basis and correct any out of balance issues.
• Perform property walk-arounds as needed throughout the shift, and address all issues encountered.
• Pick up trash, used towels, room service trays, etc.
• Keep eyes open for any and all safety and security issues.
• Report any problems to the appropriate department and General Manager.
• Assist with prospecting new hotel business and communicating information to sales department.
• Maintain inventory stock in the shop.
• Work with the sales department to take deposits, as well as guest rooms and group blocks.
• Provide tours of the property, being sure to highlight all of the amenities.
• Provide excellent guest service and enforce the service philosophy among all team members.
• Supply information to guests regarding hotel policies, services, and amenities.
• Respond to guest requests for assistance and information on the surrounding areas, such as directions, dining, and entertainment.
• Handle all guest concerns and be able to problem solve in a tactful, professional manner.
• Review all guest surveys and assist in responding to feedback and service recoveries.
• Ensure brand standards are exceeded and member enrollments are promoted.
• Exhibit regular and recurrent attendance records.
• Follow all Suburban Inns Processes.
• Assist other departments as needed.
• Other duties as requested by management.

Benefits

• Hotel and restaurant discounts
• Earned Paid Time Off for ALL Team Members
• Insurance (health, vision, dental, life) for full time Team Members
• Flexible schedules (dependent on position)
• Holiday Pay
• 8 hours of paid volunteer time per year (must be accredited)
• Advancement opportunities
• 100% paid maternity/paternity or adoption leave for those who qualify for FMLA
• Employee Assistance Program (EAP) through Pine Rest (3 free counseling visits, online library, and access to legal, financial and elder care consultations)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED