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Guest Service Manager - Williamsburg, United States - Colonial Williamsburg Company
Description
** Guest Service Manager - Woodlands Hotel**
**Job Category****:** HOSPITALITY **Requisition Number****:** GUEST01305 Showing 1 location **Job Details**
**Description**
**ESSENTIAL FUNCTIONS:**
**Finance and Operations**
Oversee the daily operations of the front desk. Duties may include:
Developing/adjusting weekly work schedules based on forecasted business need.
Coordinating execution of special room programs/events
Inspecting work areas and reporting maintenance/replacement needs.
Maintaining supply inventories within budget guidelines with attention to quality and cost control.
Collaborating with other departments to coordinate booking inventories; plan and execute special events;
Implementing new programs and train staff.
Maintaining daily incident logs; processing reservations, and financial transactions
Conducting audits
Conducting compliance training, for example: financial transactions.
Monitoring inventories and purchases orders.
Analyzing operational problems and establishing procedures to alleviate these problems, for example cashier over/shorts.
**Monitor and control payroll and labor costs. Duties may include:**
Reviewing and editing daily time.
Reviewing overtime reports and adjusting staff hours as needed.
Reviewing sick and vacation reports for appropriateness.
**Enhance revenue opportunities. Duties may include:**
Implementing incentive programs.
Developing and delivering training on suggestive selling strategies.
**Guest Service/Satisfaction**
Maintain the quality of guest service in the public areas of the hotel. Duties may include:
Addressing & resolving guest satisfaction issues in person, by phone, email.
Preparing and delivering Guest service training to staff
Making recommendations to improve or enhance the guest experience
**Staffing/Employee Performance**
Manage employee performance to meet established standards. Duties may include:
Providing employees with information needed to successfully perform their responsibilities, for example, department priorities, performance objectives and standards, special event information, product information.
Training employees on all aspects of their jobs. Providing feedback.
Coaching to improve performance; initiating corrective action as warranted.
Recognizing successful performance of job responsibilities
**JOB REQUIREMENTS:**
**Required knowledge, skills, and abilities.**
Proficient in hotel operations and practices.
Skilled in staff scheduling, implementing payroll and inventory cost control methods
Skilled in planning and executing special functions
Skilled in using automated systems for example, MSOffice, POS and reservation systems.
Skilled in managing employee performance.
Skilled in providing guest service including personalized service, steps of service and service recovery.
Skilled in interacting with guest, staff and colleagues with discretion and tact.
Skilled in obtaining and presenting information; explaining policies, procedures, and programs; persuading others
**Required mental, social and physical capabilities.**
Ability to reason, make decisions, analyze and solve problems, plan and prioritize
Ability to communicate clearly when writing and speaking
Ability to perform mathematical functions
Ability to adapt quickly to changing conditions
Ability to lift and carry up to 30 pounds
Ability to stand and walk for extended periods of time
**Required work experience and/or education.**
Bachelors degree in Hotel Management or Business Management.
2 years of supervisory experience in front desk operations OR 2 year degree in hotel management.
3 - 5 years of progressively responsible experience including 2 years of supervision in front desk operations
High school diploma or GED.
4 - 6 years progressively responsible experience including 3 years supervision in front desk operations.
**WORK ENVIRONMENT:**
Hotel
Union environment
Work flexible shifts that include nights, weekends, holidays
Interact with multiple departments within the organization
**Qualifications**
**Skills**
**Behaviors**
**:**
**Motivations**
**:**
**Education**
**Experience**
**Licenses & Certifications**
