Guest Services Manager

• Supports property operations, ensuring that the highest levels of hospitality and service are provided
• Manages the flow of questions and directs guests within the lobby
• Supports the tracking and resolution of service issues
• Utilizes interpersonal and communication skills to lead, influence, and encourage others
• Advocates sound financial/business decision making
• Demonstrates honesty/integrity
• Leads by example
• Encourages and builds mutual trust, respect, and cooperation among team members
• Serves as a role model to demonstrate appropriate behaviors
• Supervises and manages employees
• Supports day-to-day operations
• Understands employee positions well enough to perform duties in employees' absence
• Celebrates successes and publicly recognizes the contributions of team members
• Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team
• Develops specific goals and plans to prioritize, organize, and accomplish your work
• Supports handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others
• Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property
• Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved
• Understands budgets, operating statements and payroll progress reports
• Provides services that are above and beyond for customer satisfaction and retention
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed
• Supports day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis
• Sets a positive example for guest relations
• Responds to and handles guest problems and complaints
• Empowers employees to provide excellent customer service
• Observes service behaviors of employees and provides feedback to individuals
• Strives to improve service performance
• Provides immediate assistance to guests as requested
• Ensures employees understand customer service expectations and parameters
• Participates in the implementation of corrective action plans to improve guest satisfaction
• Implements the customer recognition/service program, communicating and ensuring the process
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPS) and support the Peer Review Process
• Manages payroll administration
• Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills
• Provides guidance and direction to subordinates, including setting performance standards and monitoring performance
• Participates in employee progressive discipline procedures
• Uses all available on the job training tools for employees
• Solicits employee feedback, utilizes an open door policy and reviews employee satisfaction results to identify and address employee problems or concerns
• Supervises on-going training initiatives and conducts training when appropriate
• Participates in the employee performance appraisal process, providing feedback as needed
• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person
• Analyzes information and evaluating results to choose the best solution and solve problems
• Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner
• Maintains high visibility in public areas during peak times
• Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc
• Performs Front Desk duties in high demand times

• High school diploma or GED
• 1 year experience in the guest services, front desk, or related professional area
• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major
• no work experience required

Bonus Eligible