Guest Services Manager - Morgantown Marriott

Stonebridge Hospitality Associates•Morgantown, WV

3d•Onsite

About The Position

The purpose of a GUEST SERVICES MANAGER is to consistently deliver results that contribute to the overall success of the hotel and the department by accomplishing performance objectives linked to revenues, business effectiveness and efficiencies and delivering exemplary customer service. This role works with the hotel General Manager to achieve and exceed guest satisfaction scores in all areas of the hotel, with a specific focus on front desk operations. The manager is responsible for addressing any deficiencies immediately and working with the corporate training department to develop action plans as necessary. They will effectively train guest service agents on proper front desk procedures, and in conjunction with the General Manager, recruit, interview, and select the most qualified candidates for front desk positions. The role may involve preparing weekly schedules for front office staff, addressing performance deficiencies through coaching and disciplinary actions, and completing performance evaluations timely. Additionally, the manager ensures guest service agents are in compliance with uniform and badge standards, that required reports are timely and of high quality, and that rates are accurate and monitored daily. Proficiency in managing inventory in the property management system and regularly meeting with and reviewing work generated by the night auditor is expected. The position requires maintaining regular attendance, being consistently on time, and upholding high standards of personal appearance and grooming, including dress code compliance. Reasonable accommodations may be made for qualified individuals with disabilities.

Requirements

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to speak effectively before groups of customers or employees of organization
Ability to calculate figures and amounts such as discounts, interest, commissions, and percentages.
Ability to interpret and perform basic computer functions.
Knowledge of Outlook, Word, and Excel.
Observes and adheres to safety and security procedures, promoting a safe work environment.
Ensures new hires complete new hire orientation.
Seeks out new assignments and assumes additional duties when necessary.
Able to reach effective solutions, poses good questions, consults helpful resources, and does not stop at the first answer he/she comes across.
Can be relied upon regarding task completion and follow up.
Ensures work responsibilities are covered when absent.
Takes ownership of all work performed and communicated.
Completes tasks on time or notifies appropriate person with an alternate plan.
Organizes resources, performs tasks, and coordinates with other functions to most effectively and efficiently perform work responsibilities and accomplish objectives on a timely basis.
Assists department in exceeding productivity standards.
Identifies and resolves problems in timely manner, using intuition and experience to complement data.
Gathers and analyzes information skillfully.
Demonstrates knowledge of EEO policy and promotes a harassment-free environment.
Shows respect and sensitivity for cultural differences.
Able to build morale and group commitments to achieve goals and objectives.
Practices attentive and active listening with all employees.
Listens without interruption and gets clarification.
Actively participates in meetings, contributing ideas to improve the company.
Solicits customer feedback to improve service.
Personally demonstrates a commitment to customer service by anticipating and responding promptly to guest needs.
Monitors and controls labor costs.
Seeks approval for overtime, if required.
Provides regular performance feedback and proactively addresses performance concerns of staff.
Develops staff so that successful customer service scores are achieved.

Nice To Haves

Bachelor's degree (B. A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.

Responsibilities

Works with the hotel General Manager to achieve and exceed guest satisfaction scores in all areas of the hotel.
Responsible for satisfaction scores for the front desk operations.
Addresses any deficiencies in the area immediately.
Works with the corporate training department to develop action plans as necessary to achieve expected guest satisfaction scores.
Effectively trains guest service agents on proper front desk procedures.
Recruits, interviews and selects, in conjunction with the General Manager, the most qualified candidates for front desk positions.
May prepare weekly schedules for front office staff.
Address performance deficiencies of front office staff through coaching and disciplinary actions.
Complete performance evaluations for front office staff timely.
May be responsible for posting weekly guest satisfaction scores for hotel associates to see and review.
Ensures guest service agents are in compliance with clean, neat uniforms and name badges.
Required reports are timely and of a quality that can be shared with corporate.
Rates are accurate and monitored daily.
Is proficient at managing inventory in the property management system.
Frequently meets with and reviews work generated by the night auditor.
Maintains regular attendance and is consistently on time.
Maintains high standards of personal appearance and grooming, which include compliance with the dress code.
Performs any other duties as requested by supervisor.