Manager, Guest Services

Position Summary:

As the Guest Services Manager, you provide leadership, guidance as a shift MOD for the Hotel as well as being assigned specific responsibilities for one area of either Front Office, Bell, or Valet/ Transportation. In addition, this position is cross trained to be able to work in any of the three assignments. In the absence of the Director of Rooms, you take charge of the operations and ensures maximum operating efficiencies. Elicits superior performance from staff, exhibit excellence in cultivating the guest experience and succeed in the translation and execution of the Edgewood vision by executing both employee and guest engagement standards. The most important characteristic of our team is that we love inspiring lasting memories for our guests. In this position you exhibit excellence in your commitment to our guests.

Essential Functions:

• Provide high level of guest service and maintain a high profile in the day to day operations, spending most of their day at the Front Desk, Lobby or porte cochere and as needed checking guests in and out.
• Monitor all VIP’s to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure. Review their room allocations, amenities, and special requests.
• Assist in the training of team members and skills development ensuring team members have knowledge of hotel products, services, facilities, events, policies and knowledge of the local area and events.
• Welcome guests and fosters customer loyalty through his/her friendly manner.
• Complete payroll and scheduling for designated team.
• Ensure team members are well presented (uniforms, personal hygiene etc), and punctual.
• Handle and follow up on guest complaints and share guest compliments with team members.
• Show Initiative, Problem Solve, Train Team Members, Lead Team.
• Understand and execute the guest experience model: guest expectations, service and engagement standards, training and guest experience.
• Hire, recruit and discipline your team members
• Have good knowledge of all systems and SOP’S as well as ensure that all team members are following the guidelines, procedures, and policies set forth in their SOP’s.
• Assist housekeeping in inspecting rooms as needed.
• Daily inspection of assigned areas such as guest rooms, corridor/lobby/stairwell and perimeter.
• Other duties as assigned. Responsibilities and activities may change at any time with or without notice.
• Supervision focus of Front Desk
• Ensure audits are completed properly
• Review of financial reports with special attention to adjustments, resort credits, credit limit and transfers to endure all are posted correctly
• Ensuring phones are answered properly and maintain radios and earpieces
• Supervision focus for Valet/ Transportation
• Ensure all vehicles are maintained mechanically and wear and tear as well as routine washing and refueling
• Licenses and inspections are up to date
• Safety measures are being followed by drivers and valet
• Ensure proper reporting of incidents such as scrapes, scratches, missing keys etc.
• Supervision focus of Bellmen
• Cart safety
• Radio and earpiece compliance
• Maintain storage areas
• Weekly inventory and reporting of need items to DOR
  
  
  

Qualifications / Special Skills:

• The ideal candidate is a seasoned and highly effective professional with outstanding management skills and extensive hands-on experience in Front Office and Valet, preferably 2-3 years of experience.
• Exceptional communications skills and commitment to providing excellent service to guests.
• Available to work when needed, including weekends, holidays, and nights.
• This position may require extended periods of standing including the entire course of a shift
• Well-developed communication and customer relations skills.
• Highly organized, results-oriented with the ability to be flexible and work well under pressure.
• Exceptional communications skills and commitment to providing excellent service to guests.
• Computer /PMS proficiency
• Strong Interpersonal Communication Skills
• Critical Thinking/Problem Solving
• Model Accountability & Leadership
  
  
  

What Makes a Successful Edgewood Tahoe Team Member (Core Competencies):

• Ethics, Integrity& Trust
• Action Orientated
• Approachability
• Communication
• Guest Focus
• Professionalism/attitude
• Teamwork