Guest Services Manager

The Four Diamond rated, boutique Delafield Hotel is seeking a Guest Services Manager to join our awesome team! JOB PURPOSE/SUMMARY Direct all functions of the Front Desk and Housekeeping; including staffing and scheduling. Manage computers, computer systems and office equipment. Handle all cash, checks, credit card transactions; including deposits and audits. ESSENTIAL DUTIES and RESPONSIBILITIES Ensure all guests are being treated in an efficient and courteous manner and that all standards are being applied Conduct regular inspections of the hotel property and guest rooms to ensure cleanliness and maintenance standards are met. Manage operating expenses to maximize costs without sacrificing guest services Responsible for ordering and maintaining guest and cleaning supplies, uniform inventory Maintain at all times a neat and clean professional appearance Responsible for guest service enrichment and recovery Responsible for maintaining positive relationships with repeat guests and all corporate accounts Ensure all customer satisfaction quality standards are complied with and that policies and procedures are consistently applied Creation of Training Programs Maintaining the companies progressive discipline program and organized associate files in conjunction with Human Resources. Maintaining all reservations to maximize bookings and revenue in accordance with hotel standards. Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction Managerial oversight of the following departments: Front Desk, Guest Services, and Housekeeping Assist with Social and Corporate Group Room Block Sales, to include correspondence with Group contacts, monitoring cut-off dates, receiving and entering rooming lists, processing payments, etc. Oversee and ensure that policies on employee performance appraisals are followed and completed on a timely basis. Make employment and termination recommendations including interviewing, hiring, evaluating and disciplining personnel as appropriate. Provide orientation of company and department rules, policies and procedures and oversee training of new employees. Schedule labor as required by anticipated business activity while ensuring that all positions are staffed when and as needed and labor cost objectives are met. Be knowledgeable of hotel policies regarding personnel and administer prompt, fair and consistent corrective action for all violations of company policies, rules, and procedures. Other duties as assigned. An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position. The above list reflects the general details necessary to describe the principle and essential functions of the position and shall not be construed as the only duties that may be assigned for the position. COMPETENCIES Assertiveness:Communicates position directly and honestly while demonstrating respect for others. Business Knowledge:Knows how business works; demonstrates knowledge of current business practices and future trends. Knows the competition. Decision Making Skills:Gathers and analyzes information, considers consequences, and arrives at a timely decision that meets organizational goals. Ethics & Integrity:Possesses strong set of core values and beliefs consistent with social, ethical, and organizational principals. Confronts unethical situations. Organizational Knowledge: Uses organization’s formal and informal relationships and power structures and possesses the ability to operate successfully within the parameters of that culture. Personal Accountability: Accepts responsibility for own actions including failure. Embraces experience as learning opportunities and not chances to blame. Priority Setting:Determines the interrelationships and relative importance of tasks and takes action accordingly. Results Oriented:Drives behavior to emphasize achievement. Self-directed toward accomplishment. Is action oriented. Likes challenge. Pursues opportunities. Consistently high achieving. Technical Skills:Demonstrates the knowledge and abilities necessary to perform required job elements to established standards. Remains current regarding developments and trends in areas of expertise. Trust & Respect:Offers respect to all in the work environment, adheres to high personal standards of acceptance, reliability, openness, and consistency of action with words. Hiring and Staffing: Recognizes staffing needs, identifies qualifications/criteria, and hires for job and cultural fit. Measuring Work & Performance Standards: Creates and communicates standards and expectations for direct reports and provides timely, accurate feedback. Requirements MINIMUM QUALIFICATIONS EducationHigh school or equivalent education required. Experience and/or TrainingThe ability to handle cash as well as confidential information. Minimum of one-year hospitality experience and/or supervisory experience. Language SkillsMust be able to speak, read, write and understand the primary language(s) used in the workplace. Ability to read/write reports and business correspondence. Ability to effectively communicate to managers and other employees of the organization. Mathematical SkillsMust possess basic computational ability. Technology/EquipmentRequires the ability to operate various office equipment to include a computer, calculator, copier, scanner, and fax. Requires a working knowledge and proficiency in Microsoft Office including Word, Excel, and Outlook. Requires an attention to detail. Requires knowledge of company products PREFERRED QUALIFICATIONS Education:Bachelor’s Degree in Hospitality or related field. Experience and/or Training:Two to four years of experience in Front Desk, Guest Services and/or Housekeeping including at least two years management experience. PHYSICAL and MENTAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally required to sit, talk and/or hear, and/or use hands to finger, handle, or touch objects, tools, or controls. The employee is frequently required to stand, and/or walk. Must be able to exert well-paced ability to reach other department of the hotel on a timely basis, including stairs. The employee must occasionally lift and/or move up to 50 pounds while moving files or small packages. This position is also subject to irregular hours to include late nights, weekends and holidays. The mental and physical requirements described here are representative of those that must be met by an individual to successfully perform the essential functions of this position. WORKING ENVIRONMENT The work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position is in a hotel environment; the noise level in the work environment is usually moderate. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. Individuals must be able to operate in mentally and physically stressful situations as well as being able to keep up in a fast-paced environment. Job Type: Full-time Work Location: In person