Guest Services Manager - Delta Baltimore North, Baltimore MD

Hotel Equities•Baltimore, MD

38d•$20 - $21

About The Position

TO MAINTAIN A HIGH QUALITY OF SERVICES OFFERED TO GUESTS THROUGH MANAGEMENT OF FRONT SERVICE TEAM MEMBERS AS TO MAINTAIN ESTABLISHED OPERATIONAL STANDARDS OF THE HOTEL.

Requirements

MUST HAVE ABILITY TO EFFECTIVELY DEAL WITH INTERNAL AND EXTERNAL CUSTOMERS, SOME OF WHOM WILL REQUIRE HIGH LEVELS OF PATIENCE, TACT AND DIPLOMACY TO DEFUSE ANGER, COLLECT ACCURATE INFORMATION, AND RESOLVE CONFLICTS.
BASIC MATHEMATICAL SKILLS NECESSARY TO OPERATE A CASH REGISTER, MAKE CHANGE, COUNT TOTAL BANK, PREPARE CASH DROPS, AND TOTAL ALL OTHER CHARGES.
ABILITY TO READ, SPEAK AND UNDERSTAND THE ENGLISH LANGUAGE IN ORDER TO COMMUNICATE WITH GUESTS.
ABILITY TO ACCESS AND ACCURATELY INPUT INFORMAITON USING A MODERATELY COMPLEX COMPUTER SYSTEM.
HIGH SCHOOL DIPLOMA OR EQUIVALENT PREFERRED.
GUEST RELATIONS/SERVICE EXPERIENCE REQUIRED. HOSPITALITY EXPERIENCE PREFERRED.
VALID DRIVER’S LICENSE REQUIRED.

Nice To Haves

KNOWLEDGE OF MICROSOFT OFFICE PRODUCTS.

Responsibilities

ASSISTS IN THE EXECUTION OF RESERVATION RESPONSIBILITIES INCLUDING BUT NOT LIMITED TO MAKING/UPDATING/CANCELLING RESERVATIONS, RETURNING PHONE CALLS/EMAIL, AND ENTERING/UPDATING GROUP ROOMING LISTS AND BLOCKS.
INCREASES LEVEL OF GUEST SATISFACTION BY DELIVERY OF AN IMPROVED PRODUCT THROUGH EMPLOYEE DEVELOPMENT, JOB ENGINEERING AND QUALITY IMAGE.
FIELDS GUEST COMPLAINTS, CONDUCTING THOROUGH RESEARCH TO DEVELOP THE MOST EFFECTIVE SOLUTIONS AND NEGOTIATE RESULTS. LISTENS AND EXTENDS ASSISTANCE IN ORDER TO RESOLVE PROBLEMS.
ASSISTS FRONT DESK AGENT, CONCIERGE, BELL ATTENDANTS, AND FRONT OFFICE MANAGER WITH THE EXECUTION OF THEIR DUTIES AS NEEDED.
DUE TO THE NATURE OF THE HOSPITALITY INDUSTRY, EMPLOYEES ARE REQUIRED TO WORK VARYING SCHEDULES TO REFLECT THE BUSINESS NEEDS OF THE HOTEL.
SERVE AS MANAGER ON DUTY.
MONITOR DEPARTMENT SUPPLIES.
MONITOR HOTEL EMAILS.
ASSIST OTHER DEPARTMENTS AS DIRECTED