Guest Services Manager

3 weeks ago

Charleston, United States Wyndham Hotels & Resorts Full time

Location: Charleston, SC, US

La Quinta by Wyndham is now seeking a Guest Services Manager - Charleston Riverview to join our team at the La Quinta by Wyndham Charleston - Riverview location in Charleston , South Carolina .**Job Summary**

This position is responsible for managing the operation of the hotels front desk and the administration of the front office in accordance with Company standards for quality, cleanliness, guest satisfaction, and safety and security while managing costs within budgetary guidelines; responding to and resolving customer complaints and concerns and occasionally performing the tasks of a Front Desk Sales Representative (FDSR), to include operating systems for PBX, reservations and guest check-in/out.

**Education & Experience**

**MINIMUM EDUCATION:**

* High school diploma or equivalent.

**MINIMUM EXPERIENCE:**

* Previous hotel and supervisory experience is required.

**General Requirements**

* Assist the General Manager with using business forecasts to set FDSR work schedules in accordance with budgeted labor costs. Adjust schedules as needed to meet business demands.

* Manage departmental expenses within budged guidelines.

* Train front desk staff in technical duties and proper guest service skills.

* Assist the General Manager with training FDSRs on proper revenue management procedures, including successful selling techniques, current specials and/or promotions, and rate structure and yield management policies.

* Perform assigned administrative and financial duties such as daily reports, credit card reversals, bank deposits, city ledger, accounts receivables, travel agent research, lost and found, rooming lists and office supply inventory while protecting the safety of employees and guests.

* Supervise and perform FDSR and Night Auditor duties.

**Fundamental Requirements**

* Respond, as needed, to any upset guests or difficult situations. Ensure all guest service issues are resolved prior to guests leaving the property.

* Ensure that the front desk staff receives satisfactory guest satisfaction, product quality, and/or mystery shopper scores. Take corrective action to improve any deficiencies.

* Be available to work a flexible schedule.

* Assist in various assignments, to include operating the courtesy van, assisting with breakfast, laundry, or housekeeping duties.

* Recruit, hire, train, and retain employees to deliver exceptional guest service and a quality product that will lead to achieving EBITDA goals. Maintain an acceptable level of turnover.

* Train and empower FDSRs to successfully handle guest needs, special requests, and complaints.

* Assist the General Manager in properly administering Human Resources polices and procedures, including payroll administration, personnel transactions, and fair and consistent employee treatment. Conduct wage surveys as needed to ensure the hotel is offering competitive wages.

* Must have excellent communication and interpersonal skills with the ability to interact with many types of personalities.

* Report and store lost-and-found items in accordance with hotel procedures.

**COMPANY OVERVIEW:**

Wyndham Hotels & Resorts is the largest hotel franchisor in the world and a leading hotel management company. We stand 22 brands strong across 9,000 hotels in more than 95 countries, and we offer the most diverse collection of hotel experiences in the world. Our iconic brands, united by the richest and simplest rewards program in the business, make hotel travel possible for all.

Our hotel owners are the stewards of our brands, and together, we champion everyday travelers. We believe guests deserve great experiences, and our robust portfoliodistinguished by our leading economy and midscale brandsdelivers just that.

We are AmericInn by Wyndham, Baymont by Wyndham, Days Inn by Wyndham, Dazzler by Wyndham, Dolce Hotels and Resorts by Wyndham, Esplendor Boutique Hotels by Wyndham, Hawthorn Suites by Wyndham, Howard Johnson by Wyndham, La Quinta Inns & Suites, Microtel by Wyndham, Ramada Encore by Wyndham, Ramada Worldwide by Wyndham, Registry Collection Hotels, Super 8 by Wyndham, The Trademark Collection by Wyndham, Travelodge by Wyndham, TRYP by Wyndham, Wingate by Wyndham, Wyndham Alltra, Wyndham Garden, Wyndham Grand and Wyndham Hotels and Resorts.

Headquartered in Parsippany, N.J. with offices around the globe in London, Shanghai, Buenos Aires, Dubai and more, Wyndham Hotels & Resorts employs approximately 9,000 team members worldwide.

Our Company is an Equal Employment Opportunity Employer.

**Job Location:** La Quinta by Wyndham Charleston - Riverview , 11 Ashley Pointe Drive , Charleston , South Carolina 29407

**Employment Status:** Full-time

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