Guest Services Manager

Stonebridge Companies • Ocean City, MD

5d

About The Position

The purpose of a GUEST SERVICES MANAGER is to consistent deliver results that contribute to overall success of the hotel and the department by accomplishing performance objectives linked to revenues, business effectiveness and efficiencies and delivering exemplary customer service. ESSENTIAL DUTIES AND 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. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties of the position.

Requirements

• Ability to read and interpret documents
• Ability to write routine reports and correspondence
• Ability to speak effectively before groups
• Ability to calculate figures and amounts
• Ability to interpret and perform basic computer functions
• Knowledge of Outlook, Word, and Excel

Responsibilities

• Achieve and exceed guest satisfaction scores
• Address deficiencies in front desk operations
• Develop action plans to achieve guest satisfaction scores
• Train guest service agents
• Recruit and interview candidates
• Prepare weekly schedules
• Address performance deficiencies
• Complete performance evaluations
• Post weekly guest satisfaction scores
• Ensure compliance with uniform standards
• Prepare timely reports
• Monitor rates daily
• Manage inventory in the property management system
• Review work generated by the night auditor
• Maintain attendance and punctuality
• Maintain personal appearance standards
• Perform duties as requested by supervisor

Benefits

• Stonebridge offers comprehensive benefits including medical, dental, vision, PTO, 401(k) matching, wellness support, life and disability coverage, savings accounts, tuition aid, and travel and lodging perks.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 1,001-5,000 employees