Guest Services Manager Woodlands Hotel & Suite

Colonial Williamsburg Foundation•Williamsburg, VA

1d•Onsite

About The Position

The Guest Services Manager oversees the execution of operations in the Rooms Department with regards to front of house operations such as Front Desk and the management of employees in those areas. The position is based out of the Woodlands Hotel Front Office but is cross trained to assist and/or work at all hotel locations. This position strives to continually improve guest and employee satisfaction while maximizing the financial performance of the department, and monitors compliance with standards and procedures. This position also effectively partners with other business unit heads in sharing and resolving common strategic and operating problems. Maintaining all programs required by Colonial Williamsburg Company and Crescent Hotels & Resorts is essential to this position.

Requirements

High school diploma or equivalent.
Prior experience as a Guest Service or Hospitality Manager for a hotel.
Must possess a valid Commonwealth of Virginia driver’s license and have an acceptable driving record based on The Colonial Williamsburg Foundation’s criteria.
Must be able to provide a 5-year Motor Vehicle Record prior to employment
Must be at least 21 years of age
May not have more than 1 moving violation or at fault accident within 12 months
May not have more than 2 moving violations or at fault accidents within 36 months
May not have any serious motor vehicle violations including but not limited to excessive speeding, reckless driving, DUI/DWI, suspended or revoked license, etc.
Works a flexible schedule, including days, nights, weekends, and holidays.
Detailed understanding of all resort operations departments.
Technologically savvy, possessing the aptitude and desire to learn new technology in ways that benefit the team and the hotel.
Analytical skills, as well as problem recognition and resolution skills.
Excellent communication and organizational skills.
Excellent team leadership and people management skills.
Ability to work well under pressure in a fast-paced environment.
Ability to focus attention on guest needs, remaining calm and courteous always.

Nice To Haves

Previous experience working with Opera, UKG, and Kronos management systems.
Previous experience managing in a large organization amid growth and change.
Prior experience managing in an environment covered by a collective bargaining agreement.

Responsibilities

Manages/supervises/trains, provides day-to-day leadership and development, job assignments and performance evaluations for front desk.
Makes recommendations about hiring, promotions, and counseling.
Ensuring that all requirements are met throughout the year for department standards and goals.
Acts as manager on duty for the hotel, dealing with complaints, problem solving, disturbances, special requests and other issues that may arise.
Includes staff in planning, decision-making, and facilitating process improvement; makes oneself available to staff and guests; provides regular performance feedback to staff; and develops staff’s skills, encourages growth, and maintains accountability.
Identifies and resolves problems in a timely manner and gathers and analyzes information skillfully; thinks creatively to solve problems, to conduct organizational planning and to meet strategic goals. Coordinates and maintains effective communications with all other departments.
Delegates work assignments, gives authority to work independently, sets expectations, mentors, and monitors delegated activities.
Communicate guest satisfaction results in a timely fashion including Medallia, TripAdvisor, and Google feedback. Analyze information and develop plans to improve opportunity areas and expand on areas of strength. Conduct Daily Stand-up Meetings to ensure team engagement.
Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and process improvement.
Completes weekly supply inventories to ensure adequate parts.
Follow department policies, procedures, and service standards, including safety policies.
Perform additional duties as assigned.
Works a flexible schedule, including days, nights, weekends, and holidays.