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Guest Services Manager

3 months ago

Folly Beach, United States Avocet Hospitality Group Full time
Job DescriptionJob Description

WHO WE ARE:

Tides Folly Beach is a beachfront hotel driven and defined by a singular passion: community. We go above and beyond to provide an expectation-exceeding, smile-inducing, memory-making experience for our community of guests. Internally, we focus on building a strong, tight-knit team community through growth, support, camaraderie, and pride. We embrace the community, culture, and spirit of Folly Beach while also being a steward in the evolution of the town as a coastal destination.

WHO WE ARE LOOKING FOR:

We are seeking a dynamic and experienced Guest Services Manager to join our team and elevate our guests' experiences to the next level. This pivotal role requires a professional who embodies a passion for hospitality and a commitment to exceptional customer service.

JOB TITLE: GUEST SERVICES MANAGER

DEPARTMENT: GUEST SERVICES

LOCATION: TIDES FOLLY BEACH

REPORTS TO: GENERAL MANAGER, ASSIST. GENERAL MANAGER

POSITION SUMMARY:

Supervise all Front Office staff while providing efficient, friendly and excellent customer service at all times; maintain a clean & professional Front Office in accordance with hotel standards. Ensure the highest caliber of service is being offered to all guests, so that their arrival experience is pleasurable and informative. Oversees all guest services operations, including front desk, reservations, and bell staff to ensure quality and guest satisfaction. Good thorough knowledge of property management software or hotel reservation software.

MAIN DUTIES AND RESPONSIBILITIES:

  • Oversee, supervise, and assist all Guest Service Supervisors, Guest Service Agents and Bell Staff to ensure orderly work flow, maximum service to all guests, and that hotel standards are being maintained.

  • Coordinate and remain in close communication with the hotel General Manager and Assistant General Manager.

  • Directly supervise Front Office staff; interview, hire and train new staff; conduct performance appraisals.

  • Assign duties for shifts; assist in opening and closing of shifts.

  • Ensure completion of all staff duties at the end of a shift.

  • Ensure operations proceed smoothly in conjunction with arrivals/departures and occupancy level of the hotel.

  • Answers any inquiries regarding rates and availability.

  • Maintains a thorough knowledge of the types of rooms, room operations, package plans, hotel facilities.

  • Maintains a detailed knowledge about the hotel's services and hours of operations.

  • Display a pro-active and leading role in terms of service, culture, development, team image, systems, procedures and skill development.

  • Take reservations using the hotel reservation system, ensuring maximum occupancy and rates are obtained.

  • Check guests in and out, including preparation of guest bills and authorizing payments.

  • Responsible for cash handling including float and banking.

  • Dealing efficiently with day to day billing and guest service queries.

  • Report anything considered a health and safety hazard.

  • Using information available, plan and control both the preparation of future shifts and effective communication to the team.

  • Assist with luggage and storage and delivery concerns.

  • Escort VIP’s to rooms whenever possible

  • Anticipate and handle guest issues and concerns.

  • Ensure the cleanliness and tidiness of the lobby areas, the hotel entrance and circle, front desk, bell stand, and bell closet, keeping them all in peak shape.

  • Coach and counsel staff to correct any inappropriate behavior or substandard performance.

  • Approve breaks, leaving times, etc.

  • Oversee the maintenance and cleanliness of the bellcarts.

  • To act as a duty manager for the hotel, ensuring all guests are satisfied, both internal and external.

  • Lobby duty plays a key role in the success of the movement of our guests around the hotel.

  • Prevent abuse and/or destruction of hotel property.

  • Be flexible at all times in order to cover the unexpected needs of the Hotel and outlets.

  • Knows all safety and understands emergency procedures and how to act upon them. Understands accident prevention policies.

  • Knows cash handling procedures. Good understanding about the Property management software (PMS).

  • Anticipates and intervenes in all incidents of guest dissatisfaction and attempts to satisfy all such guests, within hotel policy.

  • Do service recovery procedures.

  • Other duties as required by General Manager or Assistant General Manager.

SUPERVISORY RESPONSIBILITIES:

Maintain oversight of all Guest Service Agents, Bellpersons, Night Auditors.

Direct Maintenance Technicians and Housekeeping Staff when needed.

JOB REQUIREMENTS:

Education: Two year college degree preferred, or combination of applicable education and experience.

Experience:

Minimum one year of hotel front desk supervisory and/or managerial experience.

Minimum 3-5 years experience in hotel front desk operations.

Experience handling cash, accounting procedures, and general administrative tasks.

Skills:

  • Good problem-solving skills with very high attention to detail are a must.

  • Ability to demonstrate effective communication skills and extremely well organized.

  • Ability to maintain cool demeanor under pressure and behave in a professional manner at all times with both customers and team members.

  • Ability to take on additional responsibilities whenever there is a need, and should be able to build a professional and healthy relationship with the internal members as well as customers.

  • Comfortable working in a team environment and ability to motivate others to deliver quality services to hotel guests.

  • Must be able to inspire and lead team members while holding team members accountable and empowering them to achieve guest satisfaction.

WORKING CONDITIONS:

  • Commitment to Excellence

  • Open and Honest Communication

  • Ability to work in a team-oriented, high-volume, fast-paced, guest-centric environment

  • Must be flexible to work all shifts including weekends and holidays.

  • Must have basic English reading, writing, and speaking skills

  • Must have computer skills

Equipment to Be Used: Phone, Computer, Opera PMS, Radio/Walkie

Physical & Mental Requirements:

  • Must have basic English skills

  • Must be able to work well under pressure

  • Must be able to accurately follow instructions, both verbally and written

  • Must have computer skills

  • Must be able to move lift, carry, push, pull, and place objects weighing less than or equal to 80 pounds

  • Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.

  • Must be able to stand sit, or walk for an extended period of time or for an entire work shift

  • Must be able to reach overhead and below the knees, including bending, twisting, pulling, and stooping

Work Environment:

  • Very high guest and team member interaction

  • Fast paced; high volume

  • Subject to extreme weather conditions including high heat, rain, wind, etc.

LOCATION: 1 Center Street, Folly Beach SC, 29439

SALARY: $55,000, per year with annual bonus opportunities

BENEFITS:

  • A culture that values passion, individuality, and fun

  • Opportunities for internal growth and development

  • Paid Time Off (PTO)

  • Paid holidays

  • Earned Wage Access through PayActiv- access to your earned wages before payday

  • Affordable medical, dental, & vision insurance plans

  • Company provided life insurance

  • Short & Long Term Disability and Accident and Critical Illness Insurance

  • Traditional 401(k) & Roth 401(k) with employer matching of up to 3.5%

  • Tuition Assistance

  • Referral program

  • Employee Assistance Program

  • Discounts at all Avocet-owned hotels & restaurants

EOE/DFWP