Guest Services Manager

Job Description

Position Summary

The Guest Services Manager oversees all aspects of the Front Office, Reservations, Transportation, liaisons to all departments on property, in accordance with the Center’s mission statement, including maximization of financial performance, guest satisfaction, and staff development within established quality standards. Responsible for the hiring, training, and discipline of Front Office, Reservations, and Transportation.

Duties and Responsibilities:

Demonstrate sincere guest focus and true appreciation for the guest experience.

Ensure a smooth arrival through departure experience for all guests.

Create and support the best total guest experience possible.

Manage ongoing profitability of rooms and programs, ensuring revenue and guest satisfaction targets are met and exceeded.

Manage shift coverage, workload, and resource distribution within and across assigned teams.

Identify training needs, design and track training for assigned departments.

Anticipate and improve guest satisfaction in assigned areas and manage difficult service situations.

Drive innovation, identify, and resolve issues to improve standards in assigned operational areas.

Lead and facilitate meetings for Front Office, Reservations, and Transportation. Develop, orient, hire, train, and cross-train Reservations, Front Office, and Transportation.

Analyze daily conversions. Review daily reservations to ensure accuracy.

Provide effective leadership to assigned department team members.

Ensure payroll costs are controlled and revenue opportunities are effectively sourced and delivered.

Train and lead assigned staff to provide logistical support for retreat operations.

Manage and develop assigned teams to ensure career progression and effective succession planning. Staff to business levels.

Hold regular briefings and communication meetings within the assigned departments.

Establish and maintain a professional business relationship with all departments and vendors.

Ensure equipment and physical facilities is in peak condition, including cleanliness and repair of assigned departments.

Develop, follow, and ensure that all safety and emergency policies, procedures, and practices are adhered to.

Control costs of goods purchased, services supplied, and labor as necessary.

Qualification Requirements:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skill, and/or ability required.

Flexible work schedule to include days, evenings, holidays, and weekends.

Two years of experience as Front Office Manager, Guest Service Manager, or Director of Operations within a similar quality Hotel/Resort/Retreat Center.

Possesses strong financial acumen, with experience in increasing profitability.●

Excellent leadership skills

Exceptional communication skills.

Proven track record developing standard operating procedures.

Education and Experience:

A minimum of three years of proven leadership and management experience in a hotel, resort or retreat center.

Preferred Bachelor’s Degree or diploma in Hotel Management or equivalent.

Working knowledge of Front Office and Room Reservations is necessary.

Language Skills:

Excellent command of the English language in communicating both verbally and non-verbally.

Ability to prepare/write educational materials for guests.

Ability to effectively present information and respond to questions from managers, employees, guests, and the general public.

Must have the ability to respond effectively to the most sensitive inquiries or complaints.

Mathematical Skills:

Ability to add, subtract, multiply, and divide in all units of measure using whole numbers, fractions, and decimals.

Must be able to understand basic accounting functions.

Reasoning Ability:

Ability to apply common sense to carry out instructions in written, oral, or diagram format.

Ability to handle conflicting ideas and controversies around wellness topics and communicate information diplomatically.

Must be able to show initiative in job performance, including anticipating what needs to be done before it becomes necessary.

Must be able to multi-task and respond quickly under pressure.

Physical Demands:

The Physical demands described here represent those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations

may be made to enable individuals with disabilities to perform the essential functions.

While performing duties of this job, the employee is required to sit, stand, bend, lift, walk, use hands to write on a chart, talk, hear, see, and type on keyboard.

The employee must periodically lift and/or move up to 25 pounds.

Specific vision abilities required include distance vision and peripheral vision.

Environment:

The work environment characteristics described here represent those that an employee may be exposed to while performing the essential functions of the job. Reasonable

Accommodations may be made to enable individuals with disabilities to perform the essential functions.

One-on-one meetings, as well as in groups, will typically be held in an office or meeting room setting.

The noise level in the environment is moderate.* Note* All duties and requirements stated are essential job functions. This job description does not in any way state or implies these are the only duties to be performed by the staff occupying this position. Staff members may be required to perform other job-related duties by their supervisor.

This job description does not imply any written or verbal contract. It is for information and communication only. We reserve the right to change the requirements of this job and any related responsibilities as business requires.