Guest Services Manager
Reports to: Operations Manager/General Manager
Classification: Regular, Full-Time/Part-Time (Non-Exempt), or Seasonal, Part-Time Non-Exempt
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Summary
The primary objective of the Job Title is to be responsible for overseeing daily operations in the guest service department. Handling guests needs, front-desk operations, and ensuring the highest level of guest satisfaction. Guest services managers assess employee performance, create strategies and services to enhance productivity and increase revenue and profitability.
Essential Functions:
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Ensuring that the check-in and check-out process runs as smoothly as possible and that guests are escorted to the correct room.
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Responding to requests or complaints made by guests in a professional and polite manner in order to guarantee customer satisfaction.
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Using proper telephone and reservation etiquette including describing the resort, proper rate quotation and capturing reservations.
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Implementing procedures to improve services offered with the aim of attracting more customers.
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Hiring and training staff in matters of professional conduct and ensuring that there is enough staff at all times by organizing staffing schedules efficiently.
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Supporting service personnel with questions posed by guests and taking over from the support staff if any issues arise.
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Understanding what guest expectations are and anticipating problems in order to prevent complaints.
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Acting as a link between guests and resort management.
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Attending meetings with management to discuss problems and strategies for improvement.
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Handling cash or payments made by credit card.
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Understanding safety and emergency procedures.
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Maintains close communication with GM, including weekly sales meeting(s) and reports
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Assists other departments as needed, including but not limited to reservations & event operations
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Maintains professional appearance and demeanor in adherence to company guidelines at all times while representing Company.
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Serves customers in a friendly, courteous manner and sets a good example for visitors and fellow employees.
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Performs all other related duties as assigned.
Qualifications
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High school diploma or GED required
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Bachelor's degree in business administration, hospitality management, or hotel management.
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The ability to speak, read and write the language used in the workplace and knowledge of one or more additional languages is preferred.
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Planning, organization, and problem-solving skills.
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Advanced time management skills.
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Must be customer-focused and consistently able to maintain enthusiasm and project a positive company image.
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Must be able to work in a fast-paced environment and demonstrate the ability to multitask.
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Creative, organized, and detail-oriented.
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Excellent customer relation skills, written and oral communication skills, and the ability to make independent decisions.
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Must be customer oriented, with a positive attitude and a strong desire for the challenge of making the sale.
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The ability and willingness to work a flexible schedule, evenings, weekends, and holidays.
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Willingness and ability to remain stationary and or move about the facility for extended periods of time, in addition to regularly lifting and carrying up to 45 pounds.
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Ability to demonstrate discretion, good judgment, tactfulness, and diplomacy.
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Regular, reliable, and punctual attendance.