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Guest Services Manager

2 months ago

Ormond Beach, Florida, United States ED Morse Auto Full time

Position Summary:

Elevate your career with Ed Morse Automotive Group, a company with over 75 years of expertise in the automotive industry. We pride ourselves on delivering exceptional service to both our customers and our team members. Our growing automotive group operates across multiple states, featuring more than 50 locations and representing over 30 brands in automotive, powersports, and motorcycles. Become part of a family-oriented organization that prioritizes both personal and professional development.

Role Overview:

We are currently in search of a Guest Services Manager to oversee operations at our front desk.

Key Responsibilities:
- Supervise front desk activities, ensuring outstanding customer service and quality for all visitors.
- Manage guest check-in, room assignments, and special requests to enhance guest satisfaction.
- Oversee pre-registration and room blocking for incoming bookings to maximize room availability.
- Ensure adherence to credit, cash-handling, and check-cashing protocols, maintaining accuracy and compliance.
- Serve as the primary Manager on Duty (MOD), promptly addressing guest-related concerns or emergencies.
- Track room status accurately and communicate effectively with housekeeping and maintenance teams to guarantee timely room readiness.
- Possess a thorough understanding of the reservations system, including handling same-day and future bookings, cancellations, and check-out processes.
- Be well-versed in room types, locations, and pricing, utilizing suggestive selling techniques to enhance occupancy and promote hotel amenities.
- Document and convey essential information between shifts to maintain seamless operations.
- Accurately post charges to guest, master, and city ledger accounts, and manage safe deposit box protocols.
- Answer phone calls with a friendly attitude, addressing inquiries or directing calls appropriately.
- Report any unusual incidents or requests directly, as the main MOD.
- Ensure compliance with all safety and emergency protocols, including accident prevention measures.
- Maintain a tidy and organized front desk area, setting a standard for the team.
- Adapt to shift changes based on operational needs, ensuring consistent service coverage.
- Participate in departmental meetings and encourage collaboration across all hotel divisions.
- Engage positively with every employee and guest, fostering a welcoming environment.
- Take on or delegate additional responsibilities as needed to support front desk functions.
- Uphold the standards of excellence that reflect the unique character and quality of our establishment.

Qualifications:

  • Exceptional verbal, comprehension, listening, and problem-solving abilities.
  • Strong interpersonal and time management skills.
  • Proficient guest relations capabilities.
  • Ability to adapt to changing circumstances.
  • Familiarity with front office equipment.
  • Solid computer skills and working knowledge of Microsoft Office Suite.

Why Choose Ed Morse?
In addition to a fulfilling career, Ed Morse offers our employees a range of benefits, including:

  • Weekly Pay
  • Uncapped earning potential through bonuses and commissions
  • 401K plan with company matching
  • Comprehensive Health Benefits, including Medical, Dental, and Vision
  • Supplemental Insurance options, Life Insurance, Short-Term Disability, and Long-Term Disability
  • Employee Assistance Program
  • Quarterly Wellness Initiatives
  • Paid Vacation and Sick Leave
  • Six Paid Holidays each year
  • Employee Purchase Program Discounts on vehicles, parts, and services
  • Employee Referral Program
  • Community involvement through Ed Morse Cares
  • Unlimited career advancement opportunities across multiple states and brands
  • Ongoing education and training in manufacturer and product knowledge.