Guest Services Manager

2 weeks ago

Destin, Florida, United States Hotel Effie Sandestin Autograph Collection Full time

Compensation Structure:
Hourly

Company Overview:

Hotel Effie Sandestin Autograph Collection is a premier establishment within the hospitality sector, recognized for its innovative approach and commitment to excellence. As part of a distinguished portfolio, we pride ourselves on delivering unique experiences that resonate with our guests.

Position Summary:
The Guest Services Manager plays a pivotal role in ensuring that all visitors receive exceptional service from the moment they arrive until their departure. This position is crucial in optimizing room revenue and occupancy rates while maintaining the highest standards of guest satisfaction.

Key Responsibilities:

  • Welcome and greet all guests at the Front Desk, adhering to the established service standards.
  • Oversee the operation of the PBX console, ensuring compliance with hotel protocols.
  • Respond promptly to guest inquiries regarding hotel amenities, services, and operational hours.
  • Manage the logging and delivery of packages, mail, and messages to guests and meeting spaces.
  • Review all communications and familiarize yourself with any guest issues.
  • Provide information to guests about local dining, transportation, and entertainment options.
  • Adhere to cash handling and credit policies diligently.
  • Stay informed about current rates, packages, and promotional offers.
  • Maintain awareness of in-house groups and special events.
  • Handle room reservations efficiently, ensuring accurate rate quoting.
  • Understand hospitality terminology and emergency procedures.
  • Facilitate check-ins and checkouts with a friendly and efficient demeanor.
  • Master all relevant aspects of the Front Desk computer systems.
  • Complete all tasks outlined in the shift checklist promptly.
  • Conduct bucket checks, room rate verifications, and housekeeping reports as required.
  • Prepare and balance individual paperwork for shift closure according to hotel standards.
  • Promote and manage guest programs and hotel promotions.
  • Collaborate with housekeeping to ensure rooms are ready for guest arrivals and requests are fulfilled.
  • Address all guest requests, concerns, and complaints in a courteous and efficient manner, following up to ensure satisfaction.
  • Train Front Desk staff on systems, policies, and procedures.
  • Foster a positive work environment and enhance team morale.
  • Maintain a clean and organized work area.

Qualifications:

  • Exhibit a warm and friendly demeanor while supervising Front Office team members.
  • Communicate effectively, both verbally and in writing, with guests and staff in a courteous and service-oriented manner.
  • Demonstrate strong listening skills to understand and address concerns raised by guests and employees.
  • Ability to multitask and prioritize tasks to meet deadlines efficiently.
  • Approach all interactions with guests and staff in a friendly and service-oriented manner.
  • Participate in all required meetings and training sessions.
  • Maintain regular attendance in accordance with hotel standards.
  • Uphold high standards of personal appearance and grooming, including proper uniform and nametag.
  • Comply with hotel standards and regulations to promote safe and efficient operations.
  • Identify productivity opportunities and assist in implementing solutions.
  • Effectively handle problems, including anticipating and resolving issues as they arise.
  • Understand and apply complex information from various sources to achieve objectives.
  • Be willing to cross-train in other hotel-related areas.
  • Maintain confidentiality of sensitive information.
  • Show initiative by anticipating guest and operational needs.
  • Perform additional duties as assigned by management.
  • Flexibility in working hours may be required.
  • Light physical work may be necessary, including lifting and moving objects.
  • Ability to stand for extended periods.
  • Timely clocking in and out for scheduled shifts is essential.
  • Relevant college coursework is advantageous.
  • Prior experience in a hotel or related field is preferred.
  • A high school diploma or equivalent is required.
  • Proficiency in computer systems is necessary.
  • Experience in customer service is preferred.

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