VIAD

GUEST SERVICES MANAGER

Posted Date 2 weeks ago(2/6/2018 5:50 PM)
Job ID
2018-10461
# Positions
1
Location
Montana

Overview

Coordinates guest service activities and staff to ensure a positive guest experience.   Provides information to guests and staff in a courteous, enthusiastic, and efficient manner.  Makes knowledgeable and informed decisions to ensure a smooth operation.  Gives personal best in service.

Responsibilities

  1. Schedules Guest Service Associates, Night Auditors, Bellstaff/Drivers to ensure proper coverage of necessary functions.
  2.  Manages (plans, directs, supervises, evaluates, rewards, and disciplines) all tasks performed by guest service personnel.
  3.  Trains and supervises guest service agents and bell staff.
  4.  Assists accounting in the training of the Night Auditors.
  5.  Keeps open lines of communication with other departments to ensure coordination of hotel activities. Works closely with Reservations department (CRES), Housekeeping, and Administrative Offices.
  6.  Responsible for all room blocking daily and ensures that guest requests are handled efficiently.
  7.  Answers inquiries pertaining to hotel policies, services and reservations for rooms, tour/transportation needs and outside activities.
  8.  Greets VIP guests and keeps Location Manager informed of all unusual or important happenings.
  9.  Resolves all customer complaints to the satisfaction of both the guest and GPI.
  10.  Works with Rooms Division Management staff, Location Manager, and/or Reservation and Travel Team Management staff on issues of refunds and other compensation.
  11.  Handles all phases of tour arrivals to provide a smooth and orderly flow of guests. May include meeting group tour escorts, tour check-in, collecting money and fees, and preparing coupons.
  12.  Coordinates schedules working within the set budget.
  13.  Responsible for Room Revenue Report, Daily Activity Reports and all other reporting functions necessary for the smooth operation of the front office.  
  14.  May transfer funds and be responsible for a cash bank, daily balancing of all funds received through the Guest Services department.
  15.  Oversees the Bellstaff, Housekeeping Manager and Porters in ensuring that the lobby and public areas are kept clean and maintained.
  16.  Communicates with vendors regarding scheduled guest activities and provides the proper information to guests regarding their activity itinerary.
  17.  Answers switchboard and transfers calls to guests and other departments.
  18.  Posts charges for other departments in POS system and helps with coverage in the retail store when necessary.
  19.  Takes reservations for guests when necessary and assists vacation specialist when he/she is working on property and not in the Reservation and Travel Team office.
  20.  Is an active member of the Emergency Action Team.
  21.  Counsels bellstaff in acting as the secondary eyes and ears of security for the establishment.
  22.  Must be knowledgeable of Whitefish area and all of its facilities and activities so that information passed to guests is informative and accurate.
  23.  Leads by example. Must keep calm under pressure and exhibit professionalism and leadership at all times.
  24.  Enforces and follows all Company policies and regulations.
  25.  Assists in other departments or with other job duties as requested or necessary.

Qualifications

  • Minimum 2 years in Guest Services Management or Supervisory position.
  • Previous Hotel and/or Guest Services Experience required.
  • Hotel, Reservations, Groups, Sales and Operations experience preferred.
  • Must possess excellent organizational and time management skills.
  • General book keeping experience required.
  • Knowledge of Springer Miller Systems operations preferred.
  • General knowledge of standard office equipment, phone switchboards, etc. required.
  • Must be pleasant, helpful, friendly, outgoing, enthusiastic and courteous in dealing with guests and co-workers.
  • Must be able to handle guest concerns in a tactful and caring manner.
  • Must be team-oriented and a good leader.
  • Must possess neat and pleasant grooming habits.
  • Degree in hospitality/tourism/business or other related field preferred.

Work Environment

  • Front Desk/Lobby area of a hotel 
  • Job requires constant standing and walking.
  • Job requires working long hours, evenings, weekends and holidays, including overnight shifts and split shifts as needed.
  • Non-smoking environment.

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