Guest Services Manager

Location Elon, NC
Property Inn at Elon
Date Posted July 3, 2019
Job Type Customer Service, Front Desk, Management

Description

Elon, NC – The Guest Services Manager is responsible for the successful operation of the Front Office and Bell/Valet departments and ensuring that an exceptional experience is delivered to every guest visiting the Inn at Elon. The Guest Services Manager must also represent the hotel in a positive manner and drive results through the motivation and empowerment of hotel staff.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

PRIMARY RESPONSIBILITIES

  • Interview, hire, train, supervise and motivate all Guest Services staff
  • Create Guest Services department policies, procedures, and training programs
  • Schedule all Guest Services staff in accordance with budget requirements and business level demands
  • Maintain operational knowledge of property management system
  • Communicate closely with Housekeeping, Engineering, and Food & Beverage to ensure a seamless guest experience
  • Hold daily line-ups with Guest Services staff to communicate the events occurring at the Inn
  • Perform routine inspections of the Inn for cleanliness and maintenance
  • Review daily checklists to ensure that staff has accurately completed each item
  • Assist the staff and be hands-on wherever needed
  • Perform additional duties as required

GUEST SERVICE & SATISFACTION

  • Responsible for Guest Service scores, review the scores with the staff, site areas for improvement, and create incentives for hotel staff
  • Handle guest feedback and special requests, resolve any guest issue, and respond to guest reviews
  • Demonstrate a commitment to servicing the guest and takes initiative to speak to all guests
  • Show personal control by maintaining a positive attitude, and staying calm and patient in all situations

JOB REQUIREMENTS

  • College degree and two years of related experience in hotel operations preferred
  • Strong verbal and written communication skills
  • Significant attention to detail
  • Computer skills required – experience with Hotel information systems preferred
  • New hotel opening experience recommended; however, not required

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