Job Description
Guest Service Manager Job Description, THE CLOUDVEIL
As a Guest Service Manager, you are responsible for managing and participating in all aspects of the guest arrival/departure experience and providing excellent customer service. You must maintain high standards in all aspects of internal and external service while embracing the Marriott Brand service culture. You will work closely with the guest experience, concierge, and front desk team. You must ensure you maximize the guest experience by achieving all Marriott & AAA service standards, maintaining consistent quality of service, exceeding expectations and efficiently completing departmental objectives.
Responsibilities:
Prioritize and accurately complete essential functions of guest experiences as it directly and indirectly relates to the arrival and departure experience
Ensure all brand and service standards are met and adhered to. Remain calm and alert, and resolve guest complaints within guidelines. Protect guest sentiment by representing and promoting the hotel and dealing positively with the public. Follow the LEARN model
Manage Guest Experience team, including, scheduling, labor, payroll, and training
Notify Department Manger regarding performance management, hiring, and terminating
Create weekly staffing schedule per guidelines in the Employee Policy Guide. Review and adjust staffing daily to ensure optimum staffing levels
Adhere to staffing and budget guidelines
Assist in budgeting and monthly planning
Assist in development and implementation of best practices, policies and procedures for Guest Experience team
Greets guest immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand request, respond with appropriate action and provide accurate information such as outlet hours, special VIP programing, events, etc.
Complete all assigned checklist and shift reports accurately
Promptly answers the telephone and email inquiries from internal and external communication streams. Inputs messages into the computer and advises other associates of special guest needs. Retrieves messages and communicates the content to the guest. Retrieves mail, packages and facsimiles or other special items for customers as requested
Oversee the cleanliness of front drive, garage, and surrounding areas
Ensure completion of retrieving mail, packages and other special request items for guests as requested
Manage delivery of arrival amenities, cards, or packages to guest rooms or post upon arrival, during stay or after departure
Be educated and familiar with local and area recreational, dining, and cultural activities and attractions to provide approved recommendations to guests
Be aligned with the culture, values, goals and human resource programs of the Marriott Brand.
Maintain a professional appearance and attitude at all times. Follow the dress code and uniform standards. Demonstrate positive body language and posture
Be proficient in using package tracking system and other pertinent software as assigned (MGS & GXP)
Ensure stocking, maintaining, and cleaning of lobby market area and guest room pantries
Follow all best practices, policies and procedures for the guest experience team
Maintain a clean, neat and organized workstation and lobby area
Follow safety and emergency guidelines, policies, and procedures
Maintain tip tracking in time clock without error
Complete miscellaneous tasks as assigned, assist in other departments when needed
Notice:
Standing, bending, stooping and lifting weights up to and including 75 lbs. may be required
The hospitality business functions seven (7) days a week, 24 hours a day, 365 days a year. In addition, the hospitality business and a hospitable service atmosphere must be projected at all times
Requirements
Requirements:
Minimum of one-year in guest facing role, preferably in full service resort
Strong background of customer service experience
Process excellent verbal and written communication
Proven track record in resolving guest problems and expediting solution
Understand daily hotel operations
Must read, write and speak the English language effectively
Flexible schedule during high business volumes including weekends, evenings, and holidays
Possesses basic math skills
Ability to effectively manage internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts
Ability to work independently, with little to no supervision, use time efficiently and multi-task
Benefits
Compensation based upon experience, Medical, dental and vision insurance, 401k with company match, Generous PTO program
