Guest Service Manager

at  Woodbury Corporation

BENEFITS:

• 401(k)
• 401(k) matching
• Company parties
• Dental insurance
• Employee discounts
• Health insurance
• Paid time off
• Vision insurance
  The Hampton Inn Salt Lake City - Downtown is currently accepting applications for a Guest Service Manager. Preference will be given for applicants with Hilton experience.
  Summary of Duties and Responsibilities: Under the direction of the Assistant General Manager, the Guest Service Manager is responsible to assist with managing the hotel operations on a day-to-day basis, while directly managing the Guest Service department. The GSM will help the AGM assure optimum performance and continual improvement in guest service and satisfaction, associate management, sales and marking, property appearance and maintenance, brand management, and profit/financial control. Day-to -day responsibilities include scheduling, motivating, assigning activities, training, and policy and procedure assessment.

MINIMUM QUALIFICATIONS

• Completion of high school or equivalent education/training level.
• Measured experience in guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.
• Experience with the above duties plus experience directly supervising others preferred.
• Excellent communication skills.
• Ability to organize and manage, prioritize and meet deadlines of multiple projects.
• Proficiency using computers including Microsoft Office and social media/booking websites and search engines.
• While performing the duties of this job, the employee is regularly required to stand, walk, and use hands to finger, handle, or feel objects, tools, or controls; is required to talk, hear, taste or smell. The employee frequently is required to reach with hands and arms. The employee is occasionally required to sit, climb, balance, stoop, kneel, crouch, or crawl.
• The employee must occasionally lift and/or move up to 50 pounds; specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
  Note: The above duties and qualifications may vary; incumbents may perform other related duties as assigned or needed

Note: Per the Americans with Disabilities Act, essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation.

Guest Satisfaction

• Promote 100% guest satisfaction throughout property; instill high level of guest satisfaction objective to all hotel associates.
• Ensure that all guest-related issues are resolved in a manner consistent with the company’s goals and objectives.
• GSM will work 4-5 front desk shifts each week, including weekends
• Will function as weekend Manager on Duty.
• Work with all team members to proactively be ready for guests through effective daily tasks, reviewing front desk reports, etc.
• Is visible to guests during peak check in/out times, peak breakfast times, etc. to ensure all interactions between customers and associates are positive.

Associate Management

• Schedule front desk staff and work with the Assistant General Manager to ensure all shifts are covered.
• Train employees in accordance with company and brand standards.
• Foster employee commitment to provide excellent service, and model desired service behaviors in all interactions with guests and employees.
• Ensure all hotel staff, including new associates are properly trained in accordance with both hotel and brand standards.
• Motivate and give direction to all employees.
• Communicate all policies and procedures to entire staff; conduct regular meetings to provide various information including company communications, policy reviews, local property activities, goals, etc.
• Review guest satisfaction results and other data to identify areas of improvement; take corrective action as appropriate.

Miscellaneous

• Serves as “Manager on Duty”
• Order front desk supplies and maintain appropriate stock.
• Provides other relief or back-up duties as needed at the hotel.