SUMMARY:  The Guest Service Manager is primarily responsible for handling all guest interactions and going above and beyond to exceed guest requests.  S/he often provides the first point of contact for guests and is responsible for creating an excellent first impression.  S/he is responsible for all Front Office Agent duties as well as; scheduling, guest billing, group\ corporate account billing, inventories, training new staff to resort standards, resolving customer challenges, and aiding in all departments.

This position will also oversee lifeguards and be the primary MOD on weekends and Holidays.

The Guest Service Manager shall strive to provide exceptional service to both internal and external guests at all times. Works primarily nights, weekends, and holidays.

Essential Job Functions:

• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Fill the role of Manager on duty for the hotel for evenings, weekends and holidays.
• Maintain complete knowledge at all times of:
  • All hotel features/services, hours of operation.
  • All room types, numbers, layout, decor, appointments and location.
  • All room rates, special packages and promotions.
  • Daily house count and expected arrivals/departures.
  • Room availability status for any given day.
  • Scheduled in-house group activities, locations and times.
  • All hotel and departmental policies and procedures.
• Access all functions of the computer system.
• Ensure that current information on rates, packages and promotions is available at the Front Desk and that all staff is knowledgeable on such.
• Drive sellout efficiency and minimize revenue displacement by coordinating with Housekeeping and Maintenance to avoid out of order rooms on sold out nights.
• Drive incremental revenue by ensuring consistent capture of parking revenue and other miscellaneous fees.
• Ensure we are maximizing gift shop revenue and profits by maintaining the inventory full stocked with competitive and profitable pricing levels.
• Prepare and adjust weekly work schedules in accordance with staffing guidelines.
• Ensure that staff report to work as scheduled. Document any late or absent employees.
• Coordinate breaks and assign duties to staff.
• Responsible for the training, management, coaching, and counseling of the Front Desk and Shuttle Drivers.
• Guide and direct staff to achieve established goals and objectives.
• Monitor department costs and provide reports as needed.
• Proactively seek to develop and maintain positive relationships with other departments and co-workers.
• Conduct pre-shift meeting with staff and review all information pertinent to the day's business.
• Monitor the hotel front entrance and resolve any congested situations.
• Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
• Monitor communication logs and ensure that guest requests are followed up within specified minutes determined by property guidelines.
• Monitor guest mail and ensure that it is processed according to procedures.
• Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
• Assist staff with their job functions to ensure optimum service to guests.
• Observe guest reactions and confer frequently with staff to ensure guest satisfaction.
• Assist guests with reports of lost/stolen articles, following hotel policy.
• Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.
• Associate is held accountable for all duties of this job and other duties as assigned.

Experience & Education

• At least 2 years of Front Office Management experience in a similar size hotel.
• High school diploma or equivalent
• Prior hospitality experience required
• Previous experience with Windows, Office, and property management system.

Job Requirements

• Must be a United States citizen or possess a valid work permit
• Must have excellent phone etiquette and strong computer skills
• Must be able to read, write, and speak English
• Must be able to work well under pressure
• Must be able to accurately follow instructions, both verbally and written
• Must be highly detailed orientated
• Must be able to work in a fast paced environment
• Must have excellent listening skills
• Must be professional in appearance and demeanor
• Must always ensure a teamwork environment
• Ability to work a flexible schedule that may include evenings, weekends and holidays
• Must have the ability to deal effectively and interact well with the guests and associates
• Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner
• Must have a passion for creating an exceptional experience for all guests
• Must have excellent guest and associate relations skills. Skilled in problem solving by identifying the problem and working through it.
• Possess strong leadership, motivational, organizational and verbal communication skills.

Working CONDITIONS:

• Must be able to stand on feet throughout the shift, with intermittent periods of walking
• Must be able to occasionally lift, carry, push & pull up to 50 lbs with assistance
• Must be able to perform simple grasping, fine manipulation, and repetitive hand & arm movements frequently, and squeezing & overhead reaching occasionally. 
• Must be able to bend, squat, crawl, kneel, push, pull, walk on uneven surfaces on an occasional basis
• While primarily an indoor job, must be able to walk outside in a variety of weather conditions (rain, wind, heat)
• Must be able to climb stairs occasionally, both indoors and outside in a variety of weather conditions (rain, wind, heat).