Guest Care Manager
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ABOUT SREE HOTELS, LLC SREE Hotels, LLC owns and manages over 30 hotels in NC, SC, VA, and MD, franchised with partners like Marriott, Hilton, Starwood and Intercontinental Hotel Group. SREEs strength lies squarely on our core values - our team members, commitment to service excellence and commitment to our communities. At SREE, we offer employees the opportunity to work and thrive in a fast-paced, family-oriented and team-member focused environment. With a strong history of growth, the company offers excellent career advancement and development potential. ABOUT COURTYARD - RALEIGH/BRIERCREEK IT'S A NEW STAY with our beautiful, new hotel located in the Raleigh/Brier Creek Area! This 128 room Courtyard by Marriott, Raleigh/Brier Creek offers full-service amenities at the Courtyard by Marriott value. Located just 3 miles from Raleigh-Durham International Airport (RDU) the Courtyard is a premier location for travelers, while on business or leisure. The hotel is conveniently located just minutes from shopping, dining, & sports and within close proximity to the area attractions of downtown Raleigh and Durham. We feature 3,500 sq. ft. of flexible meeting space, Bistro Restaurant, indoor swimming pool & fitness center, self-parking, flexible public spaces, & newly designed guest rooms with ergonomic workspace. These amenities and the service you can count on from the Marriott family make us the ideal choice among the Brier Creek hotels. POSITION DESCRIPTION Guest Care Manager PRIMARY PURPOSE: To assist in overseeing the hotel in all aspects of operations effectively, ensuring proper training of staff, compliance to brand standards, promoting high guest satisfaction and profitability. RESPONSIBILITIES Interview, hire and train staff to meet the highest levels of guest service. Provide vision for the staff by promoting company and brand standards. Schedule staff for appropriate levels of service that drive guest satisfaction yet maintain profitability Coach and mentor staff to facilitate high associate satisfaction Process daily deposits and make collection calls to customers with direct billing approval. Identify and take action to drive incremental revenue during high demand times through effective yield management. Conduct daily/weekly inspections of the entire facility to ensure cleanliness and maintenance issues are addressed timely and effectively. Review daily audit reports for accuracy and investigation of any irregularities. Provide feedback to staff during staff meetings about a) guest survey scores, b) associate survey scores, c) financial goals/budgets, and d) operational issues to facilitate associate understanding and buy-in toward areas in need of improvement. Interact with guests when there is a complaint and resolve it to their satisfaction.