Guest Services Manager
Reporting to the General Manager, the Guest Services Manager
is responsible for overall direction, coordination and evaluation of all areas of Guest Services at the Walnut Beach Resort
. These include, but are not limited to, interviewing, hiring, training, coaching, directing work, addressing complaints and resolving service issues. Strong and fair leadership, problem-solving, and decisiveness are critical for success in this role. Ensure the Walnut Beach Resort standards are being adhered to with our service levels and abide by all Atlific Hotels standards, policies and procedures. RESPONSIBILITIES:
-Ensure a seamless guest arrival and departure by providing exceptional guest experiences throughout the guest stay.
-Embody and promote a culture where all team members are empowered to provide our guests the immediate service requested in order to exceed their expectations.
-Resolve guest concerns through service recovery and working collaboratively with fellow leaders and team members.
-Coordinate and communicate information that is pertinent to all departments to ensure the highest level of guest service.
-Ensure team members have current knowledge of hotel products, services, facilities, events, pricing, policies and knowledge of local area and events
-Coordinate all preparations for incoming groups and VIPs as well as all pre-arrivals including blocking of rooms, BEOs and special requirements.
-Ensure the achievement of our vision and goals by monitoring the daily performance of the Front Office team.
-Promote highest standard of guest services across all departments and areas of the resort including Restaurant, Pool and Beach, Boat docks and outdoor areas.
-Assist in the training and coaching of all team members, to ensure their professional development.
-Follow all company and safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications.
-Manage, monitor and develop team member performance to include, but not limited to, providing supervision, scheduling, conducting counseling and evaluations, and delivering recognition and rewards.
-Anticipate staffing level to meet the seasonal demand of the resort.
-Closely monitor all departmental expenses including labor cost for optimal efficiency.
-Completes daily, weekly and monthly reports in a timely manner.
-Participates in weekly Revenue Meetings
-Other duties as assigned by the General Manager