Hotel Guest Services Manager

Private Destinations

About The Position

Hotel Guest Services Manager - Denali National Park, AK Service Excellence. Performance. Integrity. Teamwork. Consistency. Innovation. Our Denali Princess Wilderness Lodge is looking for an enthusiastic Hotel Guest Services Manager. This position oversees all functions of the Guest Services and Luggage departments including: hiring and training seasonal employees, audits and reports, manifests, sales, and guest satisfaction. This role also assists with Human Resources responsibilities and the administering of payroll. Here is what we are looking for in our Hotel Guest Services Manager. Is this you?

Requirements

Bachelor's Degree or equivalent experience required.
Two years experience in hospitality preferred.
Demonstrated knowledge with logistics, luggage handling, and guest service recovery.
Proficiency in the use of computer business application, with working knowledge of computerized accounting and payroll systems.
Dedicated commitment to a diverse, equitable and inclusive work environment.
Must pass a pre-employment background check.
Must be legally authorized to work in the United States. Holland America Line/Princess is unable to sponsor or take over sponsorship of employment visas at this time (e.g., H-1B status).

Responsibilities

Manages Guest Service Desk and Bell Staff Operations: Responsible for the customer service delivery systems, guest services, customer service, and safety training programs, scheduling employees based on guest flows, and financial accountability of departments.
Communicates and collaborates with the hotel, transportation, and rail department managers, third-party vendors, and staff to deliver a consistent, smooth, and continuous level of customer service throughout the operation months and strives to improve customer satisfaction ratings.
Participates in recruiting, interviewing, hiring, training, scheduling, employee management and fiscal responsibilities.
Manage approximately 40 seasonal employees with a key role in managing and auditing time punches daily, employee relations, discipline within reason and along with the day-to-day operations.
Monitors customer service through guest service scores, comments, corporate reports, and comment cards.
Assists in the preparation of the department labor budget.
Participates and supports employee activities, assists with hotel social media, and monitors and replies to guests' comments and requests through third-party booking systems.
Collaborate with other departments to support special events and operational needs.
Performs Manager on Duty functions and responsibilities.
Carries out management responsibilities in accordance with the Company's policies, objectives and applicable government laws and regulations.
Perform other duties as assigned.