Guest Service Manager

Omni Corpus Christi Hotel Full-time associates enjoy a comprehensive benefits package and the greatest benefit of all: the opportunity to grow. Job Overview To oversee all areas of operation relating to the guest experience for the Bell Stand, Front Door, and to manage Guest Services functions directly. Responsibilities Ensure that all arriving and departing guests are treated with maximum courtesy and are served expeditiously. Maintain continuous liaison with Front Desk and Housekeeping staff to guarantee that guests are receiving quality services that exceed their expectations. Be alert to potential problems and malfunctions of hospitality services and make on-the-spot corrections. Participate with other members of management in developing plans to deliver special services to selected targeted markets. Provide a "Welcome Call" to guests as required by local and company standard operating procedures. Be involved in resolution of as many guests' complaints as possible. Be familiar with Opera and Alice Concierge systems. Create and administer annual and probationary reviews for associates. Administer Associate Skill Certifications and other new hire paperwork. Train new associates and conduct re‑training for tenured associates. Conduct MOS audits. Attend and contribute to all pertinent meetings. Meet monthly with associates for One‑on‑Ones. Interview and hire candidates according to Omni and hotel specifications. Maintain Management presence at the Front Desk, Front Drive, and Lobby areas to ensure SOP compliance and assist with overflow. Communicate to staff all future business demands. Evaluate and make action plans to improve Medallia scores. Create associate schedules ensuring the highest level of guest service while maintaining productivity. Ensure associates have adequate supply of uniforms, luggage tags, etc. Ensure that all guestroom drops are accurately delivered and charged correctly in a timely fashion. Be knowledgeable of corporate and hotel promotions and standards. Accept other duties as requested by management. All employees are required to fully comply with Omni rules and regulations for the safe and effective operation of the hotel's facilities. Qualifications Must be 21 years old or older Must have a valid Texas Driver's License Must have a clean motor vehicle record Must be able to stand and exert well‑paced mobility for up to 8 hours in length Must be able to lift up to 70 lbs and push 250 lbs Must be able to bend, stoop, squat and stretch to fulfill lifting tasks Equal Employment Opportunity Omni Hotels & Resorts is an equal opportunity/AA/Disability/Veteran employer. The EEOC is the law poster is available. Omni Hotels & Resorts does not discriminate on the basis of any protected category with respect to the payment of wages. #J-18808-Ljbffr