Guest Services Manager

Stonebridge Hospitality Associates•Walnut Creek, CA

9d•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 is responsible for achieving and exceeding guest satisfaction scores in all areas of the hotel, particularly for front desk operations, and addressing any deficiencies immediately. The manager will work with the corporate training department to develop action plans and effectively train guest service agents on proper front desk procedures. Additionally, the role involves recruiting, interviewing, and selecting qualified candidates for front desk positions, preparing weekly schedules, and addressing performance deficiencies through coaching and disciplinary actions, including completing performance evaluations.

Requirements

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.
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.
Stand more than 2/3 of the time.
Walk less than 1/3 of the time.
Sit less than 1/3 of the time.
Lift up to 15 lbs less than 1/3 of the time.
Push / pull up to 15 pounds.

Nice To Haves

Supervisory responsibilities of front office staff.

Responsibilities

Achieve and exceed guest satisfaction scores in all areas of the hotel.
Ensure satisfaction scores for the front desk operations.
Address any deficiencies in the area immediately.
Develop action plans as necessary to achieve expected guest satisfaction scores.
Effectively train guest service agents on proper front desk procedures.
Recruit, interview, and select the most qualified candidates for front desk positions.
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.
Post weekly guest satisfaction scores for hotel associates to see and review.
Ensure guest service agents are in compliance with clean, neat uniforms and name badges.
Ensure required reports are timely and of a quality that can be shared with corporate.
Monitor rates daily for accuracy.
Manage inventory in the property management system.
Meet with and review work generated by the night auditor.
Maintain regular attendance and be consistently on time.
Maintain high standards of personal appearance and grooming, including compliance with the dress code.
Perform any other duties as requested by supervisor.
Observe and adhere to safety and security procedures, promoting a safe work environment.
Ensure new hires complete new hire orientation.
Seek out new assignments and assume additional duties when necessary.
Reach effective solutions, pose good questions, consult helpful resources, and do not stop at the first answer.
Ensure work responsibilities are covered when absent.
Take ownership of all work performed and communicated.
Complete tasks on time or notify appropriate person with an alternate plan.
Organize resources, perform tasks, and coordinate with other functions to most effectively and efficiently perform work responsibilities and accomplish objectives on a timely basis.
Assist department in exceeding productivity standards.
Identify and resolve problems in a timely manner, using intuition and experience to complement data.
Gather and analyze information skillfully.
Demonstrate knowledge of EEO policy and promote a harassment-free environment.
Show respect and sensitivity for cultural differences.
Build morale and group commitments to achieve goals and objectives.
Practice attentive and active listening with all employees.
Listen without interruption and get clarification.
Actively participate in meetings, contributing ideas to improve the company.
Solicit customer feedback to improve service.
Personally demonstrate a commitment to customer service by anticipating and responding promptly to guest needs.
Monitor and control labor costs.
Seek approval for overtime, if required.
Provide regular performance feedback and proactively address performance concerns of staff.
Develop staff so that successful customer service scores are achieved.