Guest Service Manager

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POST DATE 9/14/2016
END DATE 10/14/2016

Sand Hospitality, LLC Beulah, ND

Beulah, ND
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Entry Level (0 - 2 years)


JOB SUMMARY: The Guest Service Managers primary responsibility is to assist the General Manager in achieving the hotels long-range profit and revenue goals by directing the operations of the hotel. This position is responsible for ensuring hotel consistency in quality of standards, as well as the delivery of outstanding guest service and the effective operations primarily of the front desk. The Guest Service Manager is also responsible for selecting, training, evaluating, developing and motivating the front desk associates. ESSENTIAL FUNCTIONS: Assists all guests in a professional and courteous manner. Performs job duties and responsibilities in a cost effective manner and within budgetary guidelines. Ensures guests are consistently interacted with as a means to build relationships.Responds appropriately to guest complaints, solicits feedback and builds relationships as a means to continuously improve guest satisfaction. Interviews and selects front desk associates for hire.Provides effective orientation, training, coaching, evaluation, and motivation to front desk associates. Identifies and communicates performance expectations as well as policies and procedures to front desk associates.Works with the General Manager and Human Resources to deliver corrective action to associates if necessary. Manages the day to day staffing requirements of the front desk.Oversees and directs the work of the front desk associates by assigning and delegating tasks. Maximizes guest room revenue with competitive rates, obtaining competitive data as needed.Utilizes effective yield management tools and techniques. Ensures proper cash controls and other internal controls are in order to protect company assets by thoroughly training all associates on proper procedures. Promptly follows up with all accounts receivable and any other payments due. Leverages system-wide expertise and resources where possible in order to incorporate best practices and deliver services in a cost effective manner. Assists Sales and the General Manager in publicizing the hotel through social media and other marketing tools.Participates in civic affairs and networks within the community, acting as an ambassador for the hotel. Actively participates in the creation and execution of operational budgets as it relates to assigned department(s). Conducts routine inspections to ensure the cleanliness and maintenance of guest rooms and public spaces. Maintains and orders supplies within budget and as directed by the General Manager. Stays current on hotel accommodations, services and local attractions in order to effectively assist guests. Serves as a front desk associate on a regular or as needed basis. Acts as manager on duty in the absence of the General Manager. Understands and applies all hotel safety and security procedures as required to maintain a safe and secure environment for employees and guests. Keeps supervisor promptly and fully informed of all problems or unusual matters of significance coming to his/her attention so prompt corrective action can be taken. Performs all other duties as assigned. EOE AA M/F/Vet/Disability