Guest Services Manager - Hotel

POSITION SUMMARY
Responsibility with assisting the Guest Services Manager in overseeing the overall daily operations of the Hotel Staff; included but not limited to Front Desk, PBX, Bell/Valet and Housekeeping/Laundry staff. Responds to guest special requests, needs and problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business. Implement company programs and supervise daily operations of the Front Desk, PBX, Bell/Valet and Housekeeping/Laundry to comply with company and departmental policies, motivate associates and maximize revenues. Remain calm and alert especially during emergency situations and/or heavy hotel activity. Resolve customer complications and complaints by conducting thorough research of the situation and determine the most effective solution.

GENERAL ACCOUNTABILITIES
The following statements are intended as general illustrations of the work in this job class and are not all inclusive.

• Conduct him/herself in a gracious, kind and warm manner that creates a sense of fondness, as well as professional, courteous and responsive manner, which reflects positively on the company and its core values.
• Manages and motivates the Hotel managers and leads, and staff (including: hiring, firing, performance management, and recognition duties).
• Assist the GSM in developing and implementing hotel policies and procedures.
• Assist the GSM in managing and monitoring activities of all employees in the Guest Services departments making sure they adhere the standards of excellence and to the guidelines set in the employee handbook, hotel policies and procedures, coaching, training and correcting where needed.
• Maintain a professional and high quality service oriented environment at all times.
• Act as manager on duty for the hotel, dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise.
• Inform all Guest Services staff of daily activities, group and VIP arrivals as well as special requests and repeat guests. Check accommodations, making sure any special requests are carried out accordingly, greet guests upon arrival and ensure escort to accommodations if appropriate.
• Assist with responsibility for Scheduling and Payroll of the department.
• Assist with responsibility for managing operating expenses and purchasing for the department
• Work closely with the Housekeeping Department to improve guest services and foster cross departmental communication.
• Coordinate daily activities with hotel management team on a daily basis.
• Assist with monthly department meetings keeping staff informed of all activities in the hotel.
• Be aware and able to enforce all fire-life-safety procedures. Remain current in all updates with regards to new procedures and training. Ensure staff is fully trained in emergency procedures. This position is a member of the hotel’s emergency response team.
• Coaches, mentors, advocates for the team member as well as the company and is a hospitality champion demonstrating old world hospitality with charm.
• Other duties as assigned.

WORKING CONDITIONS
Must have ability to:

• Communicate effectively with all levels of Team Members, guests and outside contacts.
• Work effectively in a fast paced environment.
• Move around all work areas effectively and efficiently.
• Work long hours, including nights, weekends and holidays.
• Extended time seated as well as on your feet.

JOB QUALIFICATIONS

• High School diploma, general education degree or international equivalent required. College degree in Hospitality/Hotel Management preferred.
• Previous Guest Services experience in supervisory/management capacity in a full service property required.
• Previous customer service and general computer experience required.
• Property Management Software experience preferred.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

REGULATORY AND COMPLIANCE RESPONSIBILITIES
In addition to the other duties described herein, each and every Team Member has the following responsibilities related to compliance with laws and regulations:

• Attend required training sessions offered by the hospitality department and casino.
• Obtain required license(s).
• Perform the duties described in compliance with local laws and regulations.
• Take the necessary steps to ensure minors are not allowed to gamble or loiter in gambling areas, drink alcoholic beverages, or purchase tobacco.
• Have knowledge of the ordinances, regulations, laws, policies, and procedures relating to the Team Member’s department.
• Have knowledge of the Property’s programs to address problem gambling.
• Consult with the appropriate individuals and maintain an effective system of written policies, procedures, and internal controls to ensure compliance with gaming regulations and Internal Controls.
• Take the appropriate steps to investigate exceptions, fraud, and potential violations and report such instances to the appropriate levels of management.
• Reports any acts of wrongdoing on behalf of any Team Member that they have knowledge of.

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