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Guest Services Manager

4 months ago

Stony Point, United States Presbyterian Church USA Full time

**Company Overview**:
**Stony Point Center** is located in the scenic Hudson River Valley, 45 minutes northwest of New York City in beautiful upstate New York. A space committed to welcoming guests from all walks of life, fostering dialogue, inspiring spiritual work and eradicating systemic racism and institutionalized poverty. Owned and operated by the Presbyterian Church (USA) for over 40 years, Stony Point Center rests on 30 acres of nature, gardens and farmland. The Meditation Space, Labyrinth and Art Space help guests explore faith, creativity, community and leadership building.

**Position Purpose**:Assure the best possible guest experience and assure that the needs of our guests and our guest group contacts are fully met. This position, in many ways, is the “face” of Stony Point Center. Manage all aspects of guest interactions at the front office, guest groups’ meeting needs, housekeeping and custodial services related to the guest experience.

**Roles and responsibilities**:

- Work effectively with the Group Reservation Department to ensure a seamless transition as guest groups arrive and while present on site.
- Address any guest concerns that arise during the guest’s stay or afterward.
- Provide supervision and support for the Housekeeping department. Assure all Housekeeping staff members receive appropriate training and support and are efficiently scheduled.
- Order and maintain an appropriate inventory of supplies.
- Provide Supervision and support for the guest services associates. Assure all group meeting spaces are clean and appropriately set up in advance of each group’s arrival, including technological needs. Respond to the special needs of each guest group as those needs arise.
- Oversee the process of guest sleeping & meeting room inspections.
- Serve as Manager on Duty
- Responsible for Campbrain system management and appropriate usage.

**Essential Position Requirements**:

- BA in field related to people management or equivalent experience in the hospitality industry
- Demonstrated experience in a related customer service position
- Demonstrated experience managing people and systems
- Strong supervisory skills
- Strong project and time management skills
- Strong written and oral communication skills
- Ability to delegate effectively and help employees set appropriate goals, and maintain accountability to those goals
- Ability to interact and communicate with individuals from different racial and ethnic backgrounds
- Ability to support a team-based and consensus-building approach to problem solving
- Strong customer service skills and ability to manage crises calmly
- Demonstrated ability to learn and integrate use of new management software
- Basic A/V understanding
- Conflict mediation skills

**Helpful Skills**:

- Have a deep understanding and commitment to cultural and racial ethnic inclusiveness. Values diverse groups, ethnicities, genders, communities, cultural constituencies and points of view. Able to relate well to people from all walks of life and of varying theological perspectives
- Ability to speak one or more languages other than English very helpful

**Required Competencies**:

- Deep understanding and commitment to cultural and racial ethnic inclusiveness. Values diverse groups, ethnicities, gender expressions, communities, cultural constituencies and points of view
- Ability to manage conflict
- Strong collaborative spirit
- Able and open to learn from others
- Able to work without direction
- Can work in a fast-paced and high-pressure environment

**Physical Requirements**:

- Requires the ability to see, hear, speak, type, write and move from one location to another while performing tasks.
- May involve lifting up to 25 lbs in the process of supporting housekeepers and Guest Services Staff.
- Requires residing on campus when serving as Manager on Duty if living 10min. or more away.
- Weekend work and evening work required