Guest Service Manager

Job Description

Job Description

Description:

ABOUT US

Crystal Creek Hospitality is a collection of independently spirited and branded hotels focused on remarkable hospitality™. We see every day as an opportunity to enrich the lives of our employees, guests, and communities. Our vision, mission, values and commitments are at the core of every decision we make and every person we hire. No heroes, no egos–just a diverse group of individuals with solid relationships built on a foundation of trust that honors our employees, guests, and investors.

OUR VALUES

We Engage and We Listen

We Care and We Own

We Provide and We Ensure

We Appreciate and We have Fun

JOB OVERVIEW

As the Guest Service Manager, you are responsible for all aspects of the front desk operations, including: reservations, check-ins, check-outs, upgrades, room moves, billing, and guest follow-up. You must maintain high standards in all aspects of internal and external service and embrace the Crystal Creek Hospitality service culture. You will oversee the front desk team. You are responsible for providing support and ongoing training to build the skills and knowledge of your team. You must ensure you and your team members maximize the guest experience by achieving all service standards, maintaining consistent quality of service, exceeding expectations, and efficiently completing departmental objectives.

REPORTS TO

Assistant General Manager 

DIRECT REPORTS

Guest Service Agents 

KEY RELATIONSHIPS

Internal: Managers and hourly staff 

External: Hotel vendors and suppliers; applicable travel partners

ESSENTIAL JOB FUNCTIONS

• Closely monitor front desk operations including: reservations, check-ins, check-outs, upgrades, room moves, billing, and guest follow-up
• Manage front desk team, including, scheduling/breaks, training, performance management, hiring, termination
• Create weekly staffing schedule per guidelines in the Employee Policy Guide. Review and adjust staffing daily to ensure optimum staffing levels
• Adhere to staffing and budget guidelines
• Assist in budgeting and monthly planning
• Ensure all service standards are met and adhered to
• Work seamlessly and communicate clearly cross-functionally
• Monitor guest accounts and room inventory 
• Educated and familiar with local and area recreational, dining, and cultural activities and attractions
• Aligned with the culture, values, goals and human resource programs of the Crystal Creek Hospitality Brand 
• Maintain a professional appearance and attitude at all times
• Comfortable using Property Management Systems and other pertinent software as assigned
• Oversee operation, inventory, and pricing at Lobby Market retail shop
• Assist in development and implementation of best practices, policies and procedures for Front Desk team 
• Complete miscellaneous tasks as assigned

PHYSICAL DEMANDS & WORK ENVIRONMENT

The physical demands & work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; use hands to handle, feel, or finger; reach with hands and arms; talk or hear; and taste or smell. The employee frequently is required to walk and climb or balance. The employee is occasionally required to sit and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

STANDARD SPECIFICATIONS

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently.

A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their direct report.

This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.

Requirements:

ESSENTIAL QUALIFICATIONS

• Must have minimum of three-years front desk experience
• Strong background of supervisory experience
• Possess excellent verbal and written communication skills
• Proven track record resolving guest problems and expediting solutions
• Understand daily hotel operations and systems
• Must read, write and speak the English language. Bi-lingual Spanish preferred
• Flexible schedule during high business volume