Guest Services Manager

Job Description

Job Description

Benson's Hospitality Group hotels offer a competitive and comprehensive benefits package for all full-time employees. We offer vacation, holiday pay, free single coverage health insurance + company paid life insurance, disability insurance, dental and vision insurance, 401K.

Position Summary

Plan, direct, and coordinate all Guest Service Representatives activities to maximize the mission of the hotel of "pleasing guests at a profit". To operate the hotel's front desk operations in a professional manner with a professional appearance, at all times, while achieving the annual objectives. To place major focus on making sure every guest has an excellent stay. Empower your people to handle guest's complaints.

Key Areas of Responsibility and Duties

• In coordination with Human Resources and the General Manager's approval, interview and hire all guest services personnel.
• Be able to carry out the job responsibilities as defined in the GSR job description.
• Ensure that all new personnel receive thorough and adequate training on required brand standards and all areas accountable through the Quality Assurance audit process, check in I check out procedures, telephone services operations, general hotel and hotel area information, purchasing guidelines and approved vendors, as well as all other information necessary to provide courteous, efficient and professional service.
• Ensure that all guest service personnel provide a sincere genuine willing, warm and timely response to all guest requests.
• Ensure that all guest service personnel are trained and practice all areas of the Hotel Requirements and Standards.
• Review Guest Voice Scores, share with team and assist in achieving the company goals.
• Conduct regular meetings with the staff
• Share safety topic with all shifts.
• Ensure that all guest services personnel are certified/re-certified for their positions as necessary.
• Conduct performance appraisals on all guest services personnel in a timely manner.
• Schedule Guest Service Representatives to provide optimum coverage in peak times and control labor costs by working shifts to control labor in lean times and when emergencies occur.
• Ensure the lobby, pantry and front desk areas are kept neat, clean and organized at all times. Keep market stocked and place orders as needed.
• Maintain emergency contacts list, emergency procedures book and communications log book front desk. Ensure Guest call log is maintained.
• Ensure all payrolls and other HR paperwork is submitted on time.
• Monitor all Go-Log requests for accuracy and timely follow-up.
• Maintain up to date Guest Service Representatives procedural and operations manuals.
• Coordinate with sales and housekeeping on all arriving groups, rewards members, and VIP's.
• Work closely with accounting to make sure all credit and other control procedures are maintained.
• Maintain highest level of guest security and confidentiality.
• Review, at least quarterly, all procedures and policies and make operational changes as necessary.
• Order guest service supplies and guest amenities in line with budget and approved by GM.
• Respond immediately and personally to guest complaints concerning guest service staff, maintenance, housekeeping or any procedures.
• Handle guest issues as needed, follow up to insure satisfaction
• Communicate emergency situations to VP in GM"s absence.
• Serve as Manager On Duty (MOD) when scheduled or in the absence of other Manager on Duty. Ensure all MOD's are trained and certified.
• Attend all required meetings.
• Inspect all guests' service areas daily to ensure the safety of all associates and guests.
• Be knowledgeable with employee handbook policies and procedures and enforce through the proper steps.
• Perform additional duties as assigned by General Manager.

Qualifications

Experience: 1 - 2 years of previous hotel guest services management preferred.

Required Knowledge:

• Knowledge of principles and procedures for Customer Service.
• Ability to communicate with multiple levels of employees and customers.
• Basic computer skills with Microsoft Office and hotel property management systems.
• Thorough knowledge of all Company and Brand policies and procedures.
• Thorough knowledge of hotel facilities, Athens and the surrounding area.
• Good organizational skills and attention to detail.
• Excellent interpersonal skills.
• Excellent supervisory skills.
• Keyboarding skills.
• Ability to work well under stress.
• Ability to work with minimal directives and make quick independent decisions.
• Ability to read and write fluent English.
• Ability to walk or stand for long periods of time.
• CPR/Red Cross first aid certified preferred

Work Environment: The duties for this position are typically carried out in a climate controlled office environment. May occasionally involve hotel rounds to guest rooms, standing or walking for long periods may be required.

Physical Activities: To perform the duties, an individual must be able to walk and/or stand for varying lengths of time and for long periods with repeated bending, stooping and reaching. An individual must be able to lift up to 30 pounds. An individual must also be able to see, speak and hear and communicate fluently in English, both verbally and in writing. Manual dexterity is necessary for the manipulation of paperwork, computer keyboards, and audio-visual equipment .Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Benson's is committed to a diverse and inclusive workplace. Benson's is an equal opportunity employer and does not discriminate on the bases of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age or other legally protected status.