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    Guest Service Manager - Raleigh, United States - Auro Hotels

    Auro Hotels
    Auro Hotels Raleigh, United States

    2 weeks ago

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    Description

    ** Guest Service Manager**

    **Job Category****:** Front Office **Requisition Number****:** GUEST02364 Showing 1 location **Job Details**

    **Description**

    **Supervisory Responsibilities**

    Directly supervises associates. Carries out supervisory responsibilities in accordance with the organization's policies, procedures and applicable laws. Responsibilities include but are not limited to: directly or indirectly interviewing, hiring, and training employees; planning, assigning, supervising and directing work; monitoring productivity and making improvements for increased service or productivity, setting deadlines and ensuring timely completion of work, appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

    **Essential Job Functions**

    Oversees and have a working knowledge of the operation of the front desk.

    Understand all other operational departments and be able to support in those areas when requested.

    Achieves desired customer service goals by monitoring the service provided and developing and implementing strategies to achieve desired service levels.

    Ensures that all new front desk and transportation associates receive a through orientation and on-going technical training.

    Increases efficiency of operations by analyzing procedures and practices and implementing alternative strategies as required.

    Controls costs according to AURO Hotels standards.

    Monitors service and teamwork on a regular basis and counsels associates on providing AURO Hotels and Brand Standards for guest service.

    Meets and exceeds the expectations of the associates by utilizing leadership skills and motivation techniques in order to maximize associate productivity and satisfaction of direct reports.

    Develops and implements strategies to achieve Associate Satisfaction Index goals.

    Interviews qualified associates for related open roles, recommends for hire , and provides orientation and training.

    Creates a positive work environment for all associates.

    Communicate with other managers and associates to provide smooth working relations between departments

    Communicates standards of performance to associates. Evaluates associate performance on a regular basis and recommends salary increases as appropriate.

    Develops associates to maximize potential and prepare for future promotional opportunities by conducting counseling sessions, determining developmental needs and allowing these needs to be met.

    Ensures that disciplinary action is taken as required utilizing consistency, fairness and respect within framework of established AURO guidelines.

    Maintains safe and secure environment for customers and associates.

    Ensures that all associates follow safety rules and emergency procedures.

    Takes corrective action where required to improve safety of work areas.

    Assists, directs, or cooperates with other managerial personnel as required or requested.

    Work independently with little supervision.

    **Qualifications**

    **Skills**

    **Behaviors**

    **:**

    **Motivations**

    **:**

    **Education**

    **Preferred**

    Bachelors or better in Hospitality and Resort Management or related field.

    **Experience**

    **Preferred**

    **2-3 years:** Management or supervisory experience with at least two years in hotel front desk supervisor/management or equivalent combination of education and experience.

    **Licenses & Certifications**

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