Guest Services Manager

Stonebridge Hospitality Management•Walnut Creek, CA

43d•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, with a specific focus on front desk operations. The manager will address any deficiencies immediately, 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. Performance evaluations for front office staff are to be completed timely. The manager ensures guest service agents comply with uniform and name badge standards, and that required reports are timely and of high quality. Proficiency in managing inventory in the property management system 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.

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.
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.
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 a 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.
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 with the corporate training department 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 in conjunction with the General Manager.
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 accurately on a daily basis.
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.