Guest Services Manager - Holiday Inn Dulles

B.F. Saul Company Hospitality - Sterling, VA

Full-time - Entry Level

Sterling, VA

501-1,000 employees

Real Estate

About the position

B. F. Saul Company Hospitality Group is seeking an outstanding individual to be the new Guest Service Manager for the Full-Service Holiday Inn Washington Dulles Airport hotel. The Guest Service Manager will have complete responsibility for ensuring dynamic guest service and effective operations of the front desk. This role requires leadership skills to drive revenue, maximize profit, and ensure quality. The manager will effectively manage assigned staff to ensure guest satisfaction, positive team member relations, and achievement of overall financial results.

Responsibilities

• Accountable for guest satisfaction by ensuring service standards are met and guests' needs and concerns are responded to in a timely manner.
• Works side by side with staff to train and model appropriate guest service standards.
• Responsible for holding staff members accountable for anticipating needs and exceeding guest expectations.
• Achieves business revenue goals by developing and implementing creative service programs designed to increase guest satisfaction.
• Responsible for management of expenses to maximize hotel profitability.
• Responsible for effective labor management through proper scheduling, monitoring, and adjusting based on business needs.
• Seeks and implements cost saving measures and efficient purchasing strategies to meet/exceed budget for expenses.
• Assists with the preparation and management of the department budget.
• Manages and maintains company assets to stay within budget guidelines and prolong the life of company resources.
• Uses expertise to advise and implement changes to front desk operations as needed, while maximizing revenue and occupancy.
• Responsible for evaluating staff performance and takes appropriate corrective action as needed.
• Motivates staff by setting goals, providing ongoing feedback, and rewarding/recognizing team members.
• Responsible for interviewing, hiring, coaching, and development of all team members.
• Responsible for all required training for department team members and ensuring training records are maintained.
• Analyzes quality issues, identifies training needs and ensures implementation to improve results.
• Promotes collaboration and a positive, professional work environment.
• Attends all daily, weekly and/or monthly department/hotel meetings to ensure proper communication/planning occurs.
• Responsible for all front desk initiatives.
• Conduct routine inspections of front desk operations to maintain standards per company and regulatory guidelines.

Requirements

• High school diploma or GED required; college degree or equivalent experience preferred.
• 2+ years of customer service experience required.
• 1+ years of supervisory/management experience required.
• Detail oriented with the ability to communicate well with all levels within and outside the organization.
• Ability to problem-solve with team members and guests.
• Ability to manage multiple priorities in a fast-paced environment.
• Demonstrates clear written and verbal communication skills.
• Ability to lift, push or pull up to 75 pounds on an occasional basis.

Benefits

• Health Insurance
• Dental & Vision Insurance
• Short & Long Term Disability
• Vacation Policy
• 401(k) Retirement Program
• Paid Life Insurance
• Tuition Reimbursement
• Discounted Room Rates for Team Members, Family and Friends
• Complimentary Room Stays
• Incentive Eligible Weekly Payroll