Guest Services Manager - Full-time / Part-time

GENERAL PURPOSE

*Supervise the nightly operations to ensure compliance with standards and regulations, customer satisfaction and protection of the guests, staff and assets.

*Continuously improve the hotel's ability to anticipate our guests' needs, to quickly and efficiently investigate the root causes of problems and to provide immediate and permanent resolution in order to enhance our guests' satisfaction prior to departure. Position is responsible for supervising nightly operations. May recommend and implement procedural, safety changes.

ESSENTIAL DUTIES/RESPONSIBILITIES

*Supervise the operations of the hotel to ensure compliance with SOPs, safety regulations and an optimal level of service and hospitality are provided to the guests.

*Hire, train, direct the work of, resolve issues/problems and coach and counsel the Loss Prevention employees to ensure a quality operation.

*Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.

*Maintain preparedness and implement emergency procedures when appropriate to protect the hotel guests, staff and assets.

*Implement customer satisfaction program, tracking system and follow-up solutions, report results to Executive Committee.

*Issue appropriate correspondence to dissatisfied customer's on behalf of the hotel to achieve satisfaction and customer loyalty.

*Prepare reports and communications to the Rooms Director and Hotel Executive Committee on guest incidents/problems, staffing issues/problems, potential safety hazards and other pertinent information regarding night operations.

*Handle all customer inquiries regarding hotel events, outlets, directions, local attractions, transportation, etc.

OTHER DUTIES/RESPONSIBILITIES

*Perform special projects and other responsibilities as assigned. Participate in task force assignments.

*Assist all departments in servicing the guests during high volume periods.

*Travel required - limited occasional travel locally to seminars and to shuttle guests.

Hours: Must be flexible; scheduled days may vary based on need.

SUPERVISORY DUTIES

*1 to 6 employees directly and acts as a lead worker in providing advice, counsel, training and generally assist all night supervisors.

Education/Formal Training: More than two years post high school education, but less than a degree from a four year college.

Experience: Experience required by position is from three months to one full year of employment in a related position with this company or other organization(s).

JOB QUALIFICATIONS

Knowledge:

*Requires thorough knowledge of the hotel services and guest relations profession.

*Requires knowledge of hotel policies and procedures and the ability to determine course of action based on these guidelines.

*Supervision/management skills.

*Oral and written English communication skills; second language is desirable.

Skills:

*Moderate hearing required for constant guest and associate communication during shift.

*Excellent vision required for computer work, analyze report data, read customer responses, tour property for attention to detail, etc.

*Excellent speech communication skills required to communicate with guests in directions, problems, train staff, staff presentations, telephone communications.

*Excellent comprehension and literacy required to analyze report data, prepare reports, respond in writing to guests, prepare training programs.

Physical Abilities:

*Lifting up to 50 lbs. guest luggage; limited.

*Pushing up to 50 lbs. bell cart; limited.

*Pulling up to 50 lbs. bell cart; limited.

*Carrying up to 25 lbs. guest luggage; limited.

*Bending/kneeling - limited bending to pick up debris from hotel property.

*Mobility - continuous movement throughout the hotel, 90% of shift.

*Continuous standing - 80% of shift.

*Climbing stairs of approximately 20 steps, 15% of shift.

*Driving - limited driving of van to shuttle guests.

Limited driving of personal vehicle to seminars, purchase emergency equipment and court hearings.

Chemicals/Agents used: Liquid Paper Correction Fluid

Operation of telephone, calculator, copy machine, fax machine, computer, cellular phone.

Environment: Work inside 90 % of shift.

- Employees are held accountable for all duties of job -