Guest Services Manager

2 weeks ago

Nashville, United States Moodynational Full time

Description

Are you a seasoned desk clerk ready for your next move? Do you have Hilton systems experience?

The Embassy Suites Nashville at Vanderbilt, managed by Moody National Hospitality Management, is looking for a Guest Service Manager to assist in leading our front desk teams to excellence We offer competitive pay, and a fun, challenging work environment. The Guest Service Manager leads all Front Office operations to achieve high levels of customer satisfaction by providing quality service, and comply with corporate/brand policies and procedures while meeting/exceeding financial goals. Essential Functions: • Manage Front Office staff effectively: schedule, train, coach, counsel, and conduct performance reviews; resolve problems; provide thorough communications, discipline and recommend terminations of employment as necessary. • As necessary conduct Front Desk activities; check guests in and out efficiently and courteously; respond to customer concerns, issues, inquiries, and input in a timely, professional, and courteous manner; resolve customer complaints, escalate issues as necessary or report to other departments for resolution. • Pre-register, block reservations and take same-day reservations following hotel rate structures, discounts, and sell strategies; cancel reservations according to procedures. • Respond to customer concerns, issues, inquiries, and input in a timely, professional, and courteous manner; resolve customer complaints, escalate issues as necessary or report to other departments for resolution. • Implement Company/Brand programs to achieve service quality goals, while ensuring compliance with all specified policies and procedures; communicate with sales staff to define and implement sales strategies for improving occupancy levels and revenues. • Prepare forecasts and reports as directed; implement and monitor results to budget projections; develop recommendations for minimizing expenses and maximizing revenue. • Monitor and maintain the Front Office systems and equipment to ensure optimum performance; report issues as necessary. • Prepare and submit travel agent commission reports, third party reports, brand frequent traveler program points and other reports requested by management. • Order supplies as needed to provide quality customer service. • May temporarily assume Assistant General Manager, or General Manager, responsibilities as required. • May oversee operations of hotel Gift Shop and hotel Business Center. • Other duties as assigned by management. Supervisory Responsibility: • Supervises Front Desk Leads, Front Desk Clerks and Night Auditors Job Specifications: • Solid working knowledge of related company and brand policies, procedures, and services; general knowledge of other departments in the hotel, including a good understanding of basic operations and functions of all other departments and emergency systems, policies and procedures. • Good understanding of revenue management policies and practices and excellent proficiency in the property’s revenue management computer program. • Good management/supervisory skills. • Excellent interpersonal and written/verbal communication skills. • Excellent proficiency with Front Desk computer systems; intermediate proficiency with Word, Excel, and MS Outlook. • Excellent command of the English language; second language proficiency desirable. Excellent interpersonal, written/verbal communication and telephone etiquette skills. • Excellent time management skills and ability to multi-task and prioritize work • Exceptional problem solving skills • Ability to maintain customer focus • Excellent organizational and planning skills • Ability to work well in a team environment • Ability to follow corporate standards and procedures Education and Experience: • Undergraduate degree in business, hospitality, or related field or equivalent combination of education &experience. • 2+ years of experience as Front Office Manager/Supervisor in an equivalent hotel. Minimum training required per year as assigned by the company • Any additional training required by manager • This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. • Work days and work hours may vary depending on property needs. • This position works indoors. Qualifications

Skills

Required

Leadership

Advanced Preferred

Customer Service

Advanced Behaviors

Preferred

Dedicated

Dedicated

:

Devoted to a task or purpose with loyalty or integrity Team Player

Team Player

:

Works well as a member of a group Motivations

Preferred

Growth Opportunities

:

Inspired to perform well by the chance to take on more responsibility Ability to Make an Impact

Ability to Make an Impact

:

Inspired to perform well by the ability to contribute to the success of a project or the organization Education

Required

High School Diploma / GED or better. Preferred

Bachelor of Arts or better in Hospitality and Resort Management.

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