Job description

Guest Service Manager
The Ramada in Costa Mesa is looking for a Guest Service Manager! The Guest Service Manager is responsible for managing front office operations and staff to ensure guest satisfaction, profitability, and cost control. This position oversees reservations and front office systems. We offer benefits including Medical, Dental, Vision, Life Insurance, a Retirement Plan as well as vacation, sick and Holiday paid time off.

Responsibilities Include but are not limited to:

· Supervise front desk and night audit employees and ensure smooth operation of the front desk

· Achieve assigned goals including not limited to meeting financial, brand, guest service, and Company expectations

· Assist the General Manager with administrative duties and financial duties including not limited to maintaining Company and brand service standards, completing/overseeing daily reports, credit card reversals, bank deposits, accounts receivables, lost and found, rooming lists and office supply inventory

· Maintain knowledge of daily house count, expected arrivals/departures, scheduled in-house group activities, room rates, special packages and promotions, and communicating information to staff

· Respond to guest service issues and difficult situations, and ensure all guest service issues are resolved prior to guests leaving the property if possible

· Answer inquiries pertaining to hotel services, registration of guests, shopping, dining, entertainment, and travel directions

· Prepare weekly employee schedule based on hotel needs and occupancy

· Ensure that there is appropriate employee coverage at the front desk before leaving the property

· Monitor and control labor expenses while adhering to wage and hour regulations

· Prepare required reports timely

· Communicate regularly with management, peers, and employees, including but not limited to conducting and attending daily stand ups and other required meetings

· Create culture of high-quality guest service and motivate employees to reach guest service goals

· Monitor employee performance, and provide coaching and performance feedback as needed

· Assist in maintaining desired levels of quality assurance ratings, including but not limited to guest satisfaction, inspection scores, and employee satisfaction

· Assist with the recruitment and hiring of courteous and service-oriented employees

· Train employees on front desk, Company, and hotel policies and procedures

· Perform Guest Service Agent, Night Auditor, and/or Manager on Duty duties if necessary

· Ensure work duties are being performed in accordance with Company safety and security policies and procedures and applicable state and federal regulations such as OSHA

· Ensure brands standards are followed

· Represent Company mission and values on a daily basis

Required Skills and Abilities:

· Employee Management - Motivating, developing, and directing people as they work, and identifying the best people for the job

· Time Management - Managing one's own time and the time of others

· Adaptability - Ability to adapt to changing situations

· Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems

· Decision Making - Considering the relative costs and benefits of potential actions and choosing the most appropriate action

· Computer Skills - Must be proficient in using basic programs such as Microsoft Word and Excel and be able to operate basic office machines such as copier, fax, printer, and calculator.

· Monitoring - Monitoring/assessing performance of yourself, other individuals, and/or organizations to make improvements or take corrective action

· Service Oriented - Actively looking for ways to help people

· Social Perceptiveness - Being aware of others' reactions and understanding why they react as they do

· Problem Sensitivity - Ability to recognize when something is wrong or is likely to go wrong

· Troubleshooting - Determining causes of operating errors and deciding what to do about them

· Prioritization - Must be able to adjust to changing priorities and complete multiple projects despite interruptions

· Oral Comprehension and Expression - Ability to listen and verbally communicate information and ideas so others will understand

· Written Comprehension and Expression - Ability to read and communicate information and ideas in writing so others will understand

· Detail Oriented - Ability to pay acute attention to detail

· Physical Demands - Must be able to do all of the following: lift up to twenty (20) lbs. at a time; remain stationary for an extended period of time; stand for long periods of time; push and pull up to twenty (20) lbs., and bend as necessary; type for an extended period of time

Preferred Experience/Education:

· Bachelor’s Degree in business or hospitality related field preferred

· Minimum of two (2) years of experience in the hotel industry

· Minimum of four (4) years of experience in a supervisory role

· Proficiency with spoken and written English

· Proficiency with OPERA and Microsoft Office including Word, Excel, and Outlook

· Prior experience in the hospitality industry with brand experience preferred

Job Type: Full-time

Pay: $22.00 - $26.40 per hour

Benefits:

• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Vision insurance

Schedule:

• 5x8
• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Night shift
• Overtime
• Weekend availability

Supplemental pay types:

• Signing bonus

Education:

• Bachelor's (Preferred)

Experience:

• Hotel Management: 2 years (Required)

Work Location: One location

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