Guest Services Manager

1 month ago

Wilmington, United States Holiday Inn & Roberts Center Full time
Job DescriptionJob Description

The Holiday Inn Roberts Centre in Wilmington, Ohio has an immediate opening for a Guest Service Manager. Ideal candidates have flexible availability, excellent customer service skills and the desire to provide an exceptional experience for our guests.

Primary Responsibilities:

  • Supervise Guest Service to ensure a continual level of outstanding customer service.
  • Maintain established company policies and processes related to customer service techniques, proper identification and payments, up-selling, proper cleaning techniques etc.
  • Review current day’s expected arrivals and VIP and special request reservations. Check status of departures and ensure proper processing occurs.
  • Handle and respond to guest concerns and request in a timely manner. Ensure the accuracy and attainment of all guests’ interaction logs such as guests’ complaints, requests, etc. for excellent quality control.
  • Maintain positive employee relations to include coaching, counseling, and on-going training and development.
  • Oversee the scheduling of the Guest Service staff to ensure adequate staffing is in place keeping within budget restraints and established productivity standards.
  • Demonstrates and promotes a safe and secure environment for guests, team members, and assets in compliance with workplace policies and procedures and regulatory requirements.
  • Observes and secures associate compliance with procedures and methods.
  • Work with General Manager to maximize Rooms inventory and use.
  • Work with management to ensure that all supplies are ordered and stocked.
  • Maintain key inventory and controls. Perform scheduled and unscheduled inspections.
  • Participate in property’s selling and marketing efforts.
  • Prepare requisite reports on a daily, weekly, monthly, and annual basis
  • Compile daily revenue reports and send to appropriate parties.
  • Work with General Manager to complete all daily and monthly accounting procedures.
  • Works with all departments in professional and productive manner.
  • Performs other duties as directed.

Required Skills and Experience:

  • Knowledge of computerized hotel management systems.
  • Excellent communication skills, both verbal and written.
  • Leadership skills.
  • Associate degree or equivalent education. Bachelor’s degree preferred.
  • Previous experience in a hotel management/supervisory role required.

The Holiday Inn and Roberts Centre is managed by Columbus Hospitality Management, a company committed to providing quality service and memorable guest experiences in a positive and welcoming work environment. We are focused on supporting the needs of our team through our commitment to the family/work life balance and by providing development opportunities.

We are proud to be a Drug Free Workplace/EOE. All applicants will be required to submit to a background check prior to employment.

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