Guest Service Manager - Front Office

Guest Service Manager

The Guest Service Manager oversees the execution of operations in the Rooms Department including the Front Desk Office, Bell Stand, Concierge, and the management of employees in those areas. The position is based out of the Lodge Front Office but is cross-trained to assist and / or work at all hotel locations. This position strives to continually improve guest and employee satisfaction while maximizing the financial performance of the department, and monitors compliance with standards and procedures. This position also effectively partners with other business unit heads in sharing and resolving common strategic and operating problems. Maintaining all programs required by Colonial Williamsburg Company, The Forbes Standards, the Marriott Autograph Collections Standards, and Crescent Hotels & Resorts is essential to this position.

Main Duties :

• Manages / supervises / trains, provides day-to-day leadership and development, job assignments and performance evaluations for front desk, bellmen, coordinators, and interns. Makes recommendations about hiring, promotions, and counseling.
• Ensuring that all requirements are met throughout the year for the Marriott Autograph Collections Standards.
• Acts as manager on duty for the hotel, dealing with complaints, problem solving, disturbances, special requests and other issues that may arise.
• Includes staff in planning, decision-making, and facilitating process improvement; makes oneself available to staff and guests; provides regular performance feedback to staff; and develops staff's skills, encourages growth, and maintains accountability.
• Identifies and resolves problems in a timely manner and gathers and analyzes information skillfully; thinks creatively to solve problems, to conduct organizational planning and to meet strategic goals.
• Coordinates and maintains effective communications with all other departments.
• Delegates work assignments, gives authority to work independently, sets expectations, mentors, and monitors delegated activities.
• Communicate guest satisfaction results in a timely fashion including Medallia, TripAdvisor, and Google feedback. Analyze information and develop plans to improve opportunity areas and expand on areas of strength. Conduct Daily Stand-up Meetings to ensure team engagement.
• Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and process improvement.
• Completes weekly supply inventories to ensure adequate parts.
• Follow department policies, procedures, and service standards, including safety policies.
• Perform additional duties as assigned.
• Works a flexible schedule, including days, nights, weekends, and holidays.

Required and Preferred Education and Experience :

Required :

Preferred :

Qualifications :

Equal Opportunity Employer

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