Job description

Schedules Guest service agents, bell staff and telephone services. Oversees their reviews, training and development of staff to achieve hotel service quality standards.

Oversees and participates in guest registration

Motivates staff and establishes a productive working environment for the hotel

Achieves budgeted revenue an expenses and maximizes profitability related to the rooms department.

Assists revenue management with implementation and execution of programs to ensure that the hotel’s room occupancy and Average Daily Rate objectives are met.

Analyzes and generates reports and communicates information to employees and appropriate departments.

Assembles, tracks and interprets financial and operation plans for the rooms department, to include the annual hotel budget.

Knowledgeable of the hotel property, amenities, area attractions and transportation.

Maintains correct procedures for hotel accounting, credit control and handling of financial transactions.

Maintains procedures for security of monies, guest security and emergency procedures.

Strives to increase the level guest satisfaction by delivery of an improved product through employee development and quality image.

Responds quickly to guest requests or complaints in a friendly manner and appropriate action is taken. Follows up to ensure guest satisfaction.

Provides a professional image at all times though appearance and dress.

Follows company policies and procedures and is able to effectively communicate them to subordinates.

Aggressively recruits and staffs department using company hiring standards (i.e. behavioral questioning, reference checks, evaluations and team interviews).

Conducts training classes regarding safety, security, department procedures and service guidelines.

Fulfills Manager on Duty shifts.

Ensures hotels is in compliance with all federal, state and local laws, including EEOC and Wage Hour Laws.

Note: other duties as assigned by supervisor or management.

Relationships

Internal: All hotel departments: For effective communication

External: Hotel Guests: To provide customer service

Valet: To provide customer service

Transportation Companies: For Guest Transportation, lost bags.

Distressed Passengers

Local Business: To provide information for guest and develop relationships.

Physical/Cognitive Activities

Guest Service Manager

This description of physical and mental activities is not intended to describe essential job functions. Rather, its purpose is to give the job applicant a feel for the physical and mental activities of the job to the end that an applicant with a disability can determine whether he or she will be able to do this jog either with or without accommodations.

The Major responsibility in this position is to manage to functional areas of gust services therefore a significant portion of the workday is spent moving about, speaking and listening, usually whole standing up. The vast majority of time is spent moving about while communicating with staff or guests. Close supervision and interaction with staff and guests is essential in this position to ensure guest satisfaction. A significant portion of time is spent using the hotel’s computer system for reservations, scheduling or other guest related services.

Lifting or carrying approximately 50 lbs. can occur at time, but not often.

A small portion of time is spent sitting down and some of this is spent completing department paper work, such as schedule or labor reports.

Reading and writing abilities are used often in reviewing and compiling department records or guest registration and reservation information.

Since the employee in this position oversees several subordinates, a vast amount of time is spent utilizing problem solving reasoning, motivating and training abilities.

Mathematical skills such as profit/loss concepts, percentage and variances are used often.

Qualifications:

Education/Experience: High School diploma or equivalent and two years experience in Guest Service in medium to large size hotel or similar industry to include supervisory experience. Special consideration will be given to those who exhibit exemplary performance.

Certification and/or License Requirement: Alcohol awareness certification.

Skills: Leadership skills

Interpersonal skills

Communications skills

Planning and Organizational skills

Customer service orientation

Computer skills

Working Conditions: Will be required to work nights, weekends and holidays.

Will be required to work in a fast paced, stressful environment.

May be required to be on call when away from work.

Hours or Work: Must be available to work flexible schedule/days.

Personal Dress/Hygiene Standards

Adhere to Burgeon Hotel Group Grooming standards as outlined in the associate handbook.

Job Type: Full-time

Pay: From $62,400.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Holidays
• Monday to Friday
• Night shift
• Overtime
• Weekend availability

Education:

• High school or equivalent (Preferred)

Experience:

• Hotel experience: 1 year (Required)

Work Location: One location

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