Manager, Hotel Guest Services

Holland America Group•Fairbanks, AK

14d

About The Position

We’re looking for an engaging Guest Services professional to fill this role, which is based in Fairbanks, AK. You’ll be responsible for managing and supervising the front desk and luggage operations.

Requirements

High School diploma or equivalent certification is required.
This job normally requires a professional level of knowledge in hospitality management equivalent to that which would be acquired through the completion of Bachelor’s degree. Demonstration of directly related work experience, may be considered in lieu of the educational requirement.
This job normally requires two years of progressively responsible positions in hotel front desk management. Demonstrated supervisory experience in a business environment is required.
Must pass a pre-employment background check which will include a credit check.
Participates in HAP’s sustainability program, aka “Sustain Alaska & the Yukon”, and efforts by actively recycling (where available), reducing waste, and educating guests about our commitment to the environment.
Participate in HAP’s safety culture to ensure a safe workplace for all team members and a safe vacation experience for all guests.
Dedicated to delivering excellent customer service to all guests, coworkers, and vendors.
Dedicated commitment to a diverse, equitable and inclusive work environment.
Must be eligible to work in the United States. Holland America-Princess is unable to sponsor or take over sponsorship of employment visas at this time (e.g., H-2B status).
Proficiency in the use of computer business applications, with working knowledge of computerized accounting or hotel reservations systems.
The ability to prioritize work, maintain attention to time constraints, while working in a team or group environment. You must also have the ability to organize work, meet deadlines, maintain attention to detail and accuracy, supervise and manage staff and guests requests/inquires.
The ability to work in fast-paced environment with multiple tasks and external influences.
The ability to clearly communicate verbally and in writing with all levels of employees, management and guests.
The ability to work independently with minimal supervision while achieving daily goals.
Demonstrate an ability to maintain confidentiality.
Ability to communicate, coordinate and collaborate with multiple departments, management, and staff.
Ability to support and comply with company policies, procedures and guidelines including support and comply with company health and safety standards.
Ability to stand/walk/work on feet for minimum of 8 hours per day.

Responsibilities

Manages the guest service desk and luggage teams and activities, processes and services to meet customer satisfaction and sales goals.
Coordinates hotel inter-department activities and operations to meet customer satisfaction goals and objectives.
Establishes procedures and controls within established guidelines for monitoring, recording, and reporting on financial transactions.
Applies knowledge of company products, policies and procedures and customer service.
Monitors sales and promotional activities to maximize sales and meet sales goals and objectives.
Monitors financial transactions; prepares reports.
Assists in the preparation of annual departmental budget.
Performs “Manager on Duty” responsibilities.
Participates in hotel and departmental interviewing, selection and training.
Responsible for the supervision, performance management, salary administration, and coaching of directly assigned personnel.