The purpose of a GUEST SERVICES MANAGER is to consistent deliver
results that contribute to overall success of the hotel and the
department by accomplishing performance objectives linked to
revenues, business effectiveness and efficiencies and delivering
exemplary customer service.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
-Works with the hotel General Manager to achieve and exceed guest
satisfaction scores in all areas of the hotel.
-Responsible for satisfaction scores for the front desk operations.
Addresses any deficiencies in the area immediately.
-Works with the corporate training department to develop action
plans as necessary to achieve expected guest satisfaction
-Effectively trains guest service agents on proper front desk
-Recruits, interviews and selects, in conjunction with the General
Manager, the most qualified candidates for front desk
-May prepare weekly schedules for front office staff.
-Address performance deficiencies of front office staff through
coaching and disciplinary actions.
-Complete performance evaluations for front office staff
-May be responsible for posting weekly guest satisfaction scores
for hotel associates to see and review.
-Ensures guest service agents are in compliance with clean, neat
uniforms and name badges.
-Required reports are timely and of a quality that can be shared
-Rates are accurate and monitored daily.
-Is proficient at managing inventory in the property management
-Frequently meets with and reviews work generated by the night
-Maintains regular attendance and is consistently on time.
-Maintains high standards of personal appearance and grooming,
which include compliance with the dress code.
-Performs any other duties as requested by supervisor.
Reasonable accommodations may be made to enable qualified
individuals with disabilities to perform the essential duties of
DESIRED COMPETENCIES, WORK SKILLS, AND KNOWLEDGE
To perform the job successfully, an individual should demonstrate
the following competencies. Other competencies not listed may be
required for specific positions. The requirements listed below are
representative of the knowledge, skills, and/or abilities
Associate demonstrates ORGANIZATIONAL SUPPORT
-Observes and adheres to safety and security procedures, promoting
a safe work environment.
-Ensures new hires complete new hire orientation.
Associate demonstrates INITIATIVE
-Seeks out new assignments and assumes additional duties when
-Able to reach effective solutions, poses good questions, consults
helpful resources, and does not stop at the first answer he/she
Associate demonstrates exemplary DEPENDABILITY / RELIABILITY
-Can be relied upon regarding task completion and follow up.
-Ensures work responsibilities are covered when absent.
Associate demonstrates ACCOUNTABILITY for their job performance
-Takes ownership of all work performed and communicated.
-Completes tasks on time or notifies appropriate person with an
Associate demonstrates acceptable PRODUCTIVITY standards
-Organizes resources, performs tasks, and coordinates with other
functions to most effectively and efficiently perform work
responsibilities and accomplish objectives on a timely basis.
-Assists department in exceeding productivity standards.
Associate demonstrates effective PROBLEM SOLVING
-Identifies and resolves problems in a timely manner, using
intuition and experience to complement data.
-Gathers and analyzes information skillfully.
Associate demonstrates WORKPLACE RESPECT to all associates
-Demonstrates knowledge of EEO policy and promotes a
-Shows respect and sensitivity for cultural differences.
-Able to build morale and group commitments to achieve goals and
Associate demonstrates effective ORAL /WRITTEN COMMUNICATION
-Practices attentive and active listening with all employees.
-Listens without interruption and gets clarification.
-Actively participates in meetings, contributing ideas to improve
Associate demonstrates excellent CUSTOMER SERVICE SKILLS
-Solicits customer feedback to improve service.
-Personally demonstrates a commitment to customer service by
anticipating and responding promptly to guest needs.
Associate demonstrates effective FINANCIAL MANAGEMENT skills
-Monitors and controls labor costs.
-Seeks approval for overtime, if required.
Associate effectively MANAGES PEOPLE
-Provides regular performance feedback and proactively addresses
performance concerns of staff.
-Develops staff so that successful customer service scores are