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Guest Service Manager- Courtyard by Marriott
1 month ago
- Oversees all aspects of the operation and service for the Rooms and Guest Services Departments.
- Assure that effective orientation and training for new staff and develop activities for experienced staff.
- Provide mentoring, coaching and regular feedback to help improve team member performance and morale.
- Support of department managers to include but not limited to: greeting guests, covering shifts, providing direction and overseeing all aspects of customer service and property cleanliness.
- Work closely with all departments of the hotel to ensure group, guest and employee satisfaction.
- Addresses member and guest complaints and advise the General Manager about appropriate corrective actions taken.
- Work to ensure guest billing is accurate and to understand job responsibilities and tasks included in the end of the month responsibilities
- Work closely with Sales Department to manage occupancy, group room blocks and balancing room type availability
- Participates in weekly Revenue Management Meetings.
- Complete weekly room and public space inspections with the Executive Housekeeper
- Monthly forecasting for each of the department’s revenue outlets. Monitor budget and control expenses with a focus on room rate, guest service scores and labor cost.
- Approves all product invoices before submitting to accounting department and maintains department expense budget.
- Ensure Hilton Brand Standards are followed and maintained in each department
- Participates in all Quality Inspections with Hilton.
- Participates in Manager on Duty Program & responsible for monthly scheduling of managers.
- Ensures that all legal requirements are consistently adhered to including wage & labor laws and federal, state & local laws pertaining to room safety & sanitation.
- Experience in hotel Housekeeping and Front Desk supervisory position is required.
- Must be guest focused while being creative and able to problem solve during challenging times.
- Must be able to multitask and make difficult decisions on the spur of the moment.
- Experience with OnQ PMS or other computer systems is a must.
- Guest relation skills are required.
- Previous experience working with budgets and P&L is preferred
- Must have valid driver’s license and current insurance.
- A minimum of an Associate’s Degree in Hospitality is a plus
- Must speak fluent English and bi-lingual in Spanish is a plus.
- Must have reliable transportation.
- Medical, Dental and Vision Insurance Options
- Company Paid Life Insurance
- Company Paid Telemedicine
- Supplemental Life Insurance
- 401K
- Hotel Room Discounts
- Company Paid Employee Assistance Program
- Perks through Benefit Hub
- Generous Time Off Package
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