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Guest Services Manager

2 months ago

Stevens Point, Wisconsin, United States Fairfield Stevens Point Full time

Position Overview:

The Guest Services Manager plays a crucial role in supporting the Front Desk Manager and/or General Manager by delivering attentive, courteous, and efficient service to all guests before their arrival and throughout their stay. This position is also focused on optimizing room revenue and occupancy rates.

Qualifications:

  • Minimum of 2 to 3 years of progressive experience in hospitality or a related sector is required. A High School diploma or equivalent is mandatory.
  • Relevant college coursework is advantageous.
  • Previous supervisory experience is preferred.
  • A valid driver's license for the applicable state is necessary.
  • Ability to communicate information and ideas clearly is essential.
  • Quick and accurate evaluation and selection among alternative courses of action are required.
  • Ability to perform well in high-pressure situations, including effectively managing guest objections and disputes.
  • Proactive initiative in job performance, anticipating needs before they arise, is expected.
  • Maintaining composure and objectivity under pressure is crucial.
  • Effectiveness in problem-solving in the workplace, including anticipating, preventing, identifying, and resolving issues as necessary.
  • Ability to assimilate complex information from various sources and adjust to meet specific needs is required.
  • Strong listening skills to understand and clarify concerns raised by colleagues and guests are essential.
  • Basic understanding of financial information and arithmetic functions is necessary.

Key Responsibilities:

  • Engage with guests and team members in a friendly, service-oriented manner.
  • Maintain regular attendance in accordance with company standards, adapting to the hotel's needs.
  • Uphold high standards of personal appearance and grooming, including proper uniform and name tag.
  • Adhere to company standards and regulations to promote safe and efficient hotel operations.
  • Exhibit a friendly and warm demeanor consistently.
  • Set the benchmark for guest relations at the front desk.
  • Gather all necessary information when processing room reservations.
  • Monitor all VIP and special guest requests diligently.
  • Review the Front Office log and Trace File on a daily basis.
  • Fully understand and execute all relevant aspects of the front desk computer system.
  • Ensure timely and professional logging and delivery of messages, packages, and mail.
  • Stay informed about all rates, packages, and promotions currently available.
  • Be knowledgeable about all in-house groups.
  • Be aware of all closed-out and restricted dates.
  • Enforce all hotel credit policies effectively.
  • Be capable of performing all duties of a Front Desk Agent.
  • Complete and ensure accurate bucket checks, room rate verification reports, and housekeeping reports.
  • Maintain proper operation of the P.B.X. console, ensuring compliance with company standards.
  • Foster good communication and teamwork with fellow associates and other departments.
  • Assist the General Services Manager in ensuring adherence to company standards.
  • Have knowledge of and assist in all emergency procedures as required.
  • Oversee the check-in/out process for all guests in a friendly, efficient, and courteous manner.
  • Ensure all tasks on the shift checklist are completed promptly and efficiently.
  • Guarantee that associates remain attentive, friendly, helpful, and courteous to all guests and team members.
  • Maximize room revenue through effective Rooms Merchandising.
  • Respond to all guest inquiries in a timely and professional manner.
  • Participate in departmental meeting planning and execution.
  • Help maintain productivity levels at or above budgeted standards.
  • Perform any other duties as assigned by management.
  • Assist in the training of new hires and current associates regularly.
  • Attend meetings as required by management.