Guest Services Manager

TITLE: GUEST SERVICES MANAGER - Full Time Year Round

DEPARTMENT: OFFICE

REPORTS TO: GENERAL MANAGER

JOB SUMMARY:

Focus on developing effective and efficient front desk operations, providing Guest Services Associates with necessary training and follow-up on policy and procedures that affect our guests. Focus on providing customers and agents with information on rates, packages, amenities, and Inn policies / procedures. The position is responsible for the execution and training of associates in all things related to all guest service functions.

SUMMARY OF ESSENTIAL JOB FUNCTIONS:

Front Desk

· Exemplify the “best” in guest service skills, refined communication & teamwork with others that provide services to our guests.

· Assist in setting and developing Front Desk standards and train all new staff to learn how to apply these standards.

· Provide Guest Services staff with on-going coaching / training. Communicate policy changes and/or updates pertaining to hotel/restaurant operations.

· Develop guest-oriented services/information sources to support and foster the best possible guest experience.

· Actively manage pricing structure in the PMS, make changes as directed by revenue manager and GM. Serve as steward of the Inn’s property management system regarding pricing, reservations, and reporting.

· Become familiar with property history and regional/local market trends, regarding booking pace and trends

· Actively manage integrations between PMS and sales platforms (direct booking engine, Online Travel Agencies like Expedia and Booking.com), regularly audit for max performance

· Actively manage public pricing, ensuring parity and consistency across sales channels.

· Assist GM, AGM, Food & Beverage and Guest Services Associates with the quick resolution of guest complaints, creating a win-win situation whenever possible.

· Create and maintain staff schedules ensuring FD and Reservation coverage that meets the needs of our guests, while remaining on the labor budget agreed upon with the GM.

· Work with the Bell Staff in providing the best in guest check-in and check-out services.

· Facilitate clear communication on accounting issues for the Night Auditor so they may be aware of one and reconcile them.

· Manage cash draw and ensure proper reporting from all associates.

Reservations

· Manage the receiving of guest calls inquiring about room rates, availability and amenities.

· Ensure the sales of rooms, packages, and gift certificates are made according to The Inn’s policies and procedures and configured as such in sales and reservations systems.

· Proactively notify GM and management company employees of reservation trends, property performance, and any other critical information.

· Maintain and keep guest database accurate and current.

· Create and distribute reports that detail guest information such as rooming lists, guest special requests, food concerns, amenities, etc. to all appropriate departments. Ensure action plans based upon are created and held accountable.

· Ensure all reservations have as much information listed as possible with detailed readable notes.

· Responsible for making sure all reservation deposits are taken and all confirmation letters are sent out.

· Work with AGM/Sales Manager to ensure the group reservations are blocked with correct rates and are assigned the appropriate room types.

· Review all folios and ensure billings are correct.

· Coordinate Group Sales and wedding functions in reservations allocating rooms to groups etc. appropriately and according to rate and make sure all promised rooms are granted.

· Ensure that rates are being maintained and honored by all FD Clerks. Follow-up to make sure bucket checks are done daily, by each shift.

· Audit all reservations to make sure all rooms are being sold at the correct rates and discounts are not being given without appropriate approval.

· Monitor property’s public email account and answer or distribute emails accordingly.

· Maintain and update the BEO binder for the Front Desk.

· Overseeing our on-site gift shop. Inventory and ordering to maintain a stocked shop.

MINIMUM REQUIREMENTS:

· Must be eligible to work in the United States of America.

· Must be at least 18 years of age.

· Excellent written and verbal communication skills, conveying information and ideas clearly.

· Proficient with and quickly adapt to new technology, including but not limited to Microsoft Office platform and property management systems (RMS Cloud or similar).

· Strong analytical and problem-solving skills, ability to use existing resources and support to overcome technological issues.

· Be able to work with a diverse variety of colleagues and guests.

· Be able to take and give directions.

· Must be neat, courteous, flexible and detail oriented.

· Must enjoy and be able to meet the public with poise.

· Strong time management skills, must be able to meet deadlines, juggle multiple responsibilities and prioritize effectively.

· Ability to remain calm, courteous, and professional with demanding guests and in difficult situations.

· Must be able to show initiative in job performance, including the anticipation of what needs to be done before it becomes necessary.

· A team player, that is flexible and willing to help support MHG’s goals and the ability to support other hotels rooms operations.

· Ability to work a varied schedule that is dictated by our guest demand and may include evenings, weekends and holidays.

· 3 plus years of experience in the hotel division with increasing responsibilities.

ABILITIES REQUIRED:

· Frequent walking, bending, balancing, stooping, reaching, pushing, lifting, manual dexterity and repetitive motions.

· Occasional stair climbing.

· Know who to notify in case of broken equipment or unsafe/unsanitary conditions.

· Manually handle/lift/carry products up to 25 pounds between knee and shoulders.

· Must have bilateral fine manipulation of both hands which may be repetitive throughout shift.

· May be vertically mobile for entire shift.

· Schedule varies according to operational needs; may include early mornings, evenings, overnights, weekends, holidays, and split shifts.

· Hazards include, but are not limited to stress, lifting injuries, exposure to unsanitary materials, slips, and tripping.

DISCLAIMER

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required or personnel so classified. All persons may be required to perform duties outside of their normal responsibilities from time to time, as needed.