VIAD

GUEST SERVICES MANAGER

3 weeks ago
Job ID
2017-9303
# Positions
1
Montana

Overview

Primary Objective: 

The Guest Services Manager effectively leads a team of guest service staff in providing exceptional guest services to all patrons. Models the way and sets a positive example for staff. Coordinates guest service activities and staff to ensure a positive guest experience. Provides information in a courteous, enthusiastic, and efficient manner. Makes knowledgeable and informed decisions to ensure a smooth operation. Gives personal best in service and assists with other departments or responsibilities as assigned.

Immediate Supervisor: 

Location Manager with a dotted line to Director of Guest Experience

Supervisory Responsibility:

Guest Services Associates, Night Auditors, Bell-Staff, Concierge

Responsibilities

  1. Arrives to work on time and in proper uniform.
  2. Manages (plans, directs, supervises, evaluates, rewards, and disciplines) all tasks performed by guest service personnel.
  3. Models the way to set the example of exceptional guest service standards.
  4. Communicates effectively and professionally with all departments to ensure coordination of arrivals, departures, hotel activities, groups, forecasts, etc.
  5. Ensures guest requests are handled in a proactive and efficient manner.
  6. Handles all phases of tour arrivals to provide a smooth and orderly flow. May include meeting group tour escorts, tour check-in, collecting money and fees, and preparing coupons.
  7. Schedules Guest Service Agents, Night Auditors and Bell staff to ensure proper coverage of necessary functions.
  8. Provides ongoing training, coaching and support of guest service and bell staff.
  9. Works closely with Location Management, Reservations (CRES), Housekeeping, and Transportation to avoid reservation and guest service errors.
  10. Responsible for all daily room blockings and ensures that guest requests are handled efficiently.
  11. Answers inquiries pertaining to hotel policies, services, and reservations for rooms, shuttle/transportation needs and other outside activities.
  12. Attends weekly management meetings.
  13. Responsible for printing and distributing all property reports to each department head to ensure a smoothly run operation.
  14. Prepares for and greets VIP guests and keeps Location Managers informed of all important and unusual happenings.
  15. Resolves customer complaints to the best of their ability, to provide guest satisfaction within Company guidelines. Contacts Location Manager for further resolution.
  16. Works with Location Management and Guest Experience department on issues of refunds and other compensation.
  17. Knows all related job functions inclusive of shuttle information and concierge services.
  18. Will assist accounting with the training of the Night Auditors.
  19. Responsible for Room Revenue Report, Daily Transportation and Activity Reports and all other reporting functions necessary for the smooth operation of the front office.  
  20. May transfer funds and be responsible for a cash bank, daily balancing of all funds received through the Guest Services department.
  21. Oversees the bellstaff in the starting and tending of fires in fireplaces, and communicates with Housekeeping Manager to ensure the lobby and public areas are kept clean and maintained.
  22. Answers switchboard and transfers calls to guests and other departments.
  23. May operate the hotel PBX switchboard for incoming & outgoing calls. Turns on in-house guest phones, and off upon departure.
  24. 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.
  25. Is an active member of the Emergency Action Team or designates a staff member to participate.
  26. Coaches’ bellstaff in acting as the secondary eyes and ears of security for the establishment.
  27. Must be knowledgeable of the Glacier/Waterton Park’s area and all of its facilities and activities so that information passed to guests is informative and accurate.
  28. Enforces and follows all Company policies and regulations.
  29. May act as Manager on Duty when Location Management is not present.
  30. Assists in other departments or with other job duties as requested or necessary.

Qualifications

  • 1-2 years previous hotel front desk experience required.
  • Hotel/Hospitality/Tourism Management degree or 2-3 years’ related management experience required.
  • Excellent communication & interpersonal skills required.
  • Must possess ability to multi-task and remain calm under pressure.
  • Must be able to effectively lead and motivate a diverse staff.
  • Must be team-oriented, positive and a good leader who models the way to lead by example.
  • Must possess efficient organizational skills.
  • 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 and present positive win-win choices.
  • Some knowledge of general accounting and bookkeeping required.
  • Knowledge of common office machines, i.e., computers, calculators, cash registers, etc. required.
  • Must possess neat and pleasant grooming habits.

Work Environment

  • Front Desk/Lobby area of a hotel in a National Park setting.
  • Job requires constant standing and walking.
  • Job may require working long hours, including; evenings, weekends, split shifts, and holidays.
  • Job may require assisting with luggage, bag pulls, and occasional trips up and down stairs, while lifting in excess of 25lbs. Lifting or carrying up to 50lbs. may be necessary.
  • Elevators are not present at most locations.
  • Non-smoking environment. 

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