Guest Service Manager

MOODY GARDENS

Guest Services Manager

Job Description

Title: Guest Services Manager

Division: Hotel

Department: Front Desk

Reports to: Front Office Manager

Job Summary

Responsible for assuring complete success of Guest Services, with a strong orientation toward customer service and quality. It is expected that Guest Services Manager participates in expanding and improving service quality throughout the hotel.

Responsible for the overall direction, coordination and evaluation of all areas of Guest Services including interviewing, hiring, training, staffing, assigning, and directing work, addressing complaints and resolving service issues.

The incumbent is authorized to take reasonable action necessary to carry out assigned duties and responsibilities, provided such action is consistent with position guidelines as outlined below or though the exercise of sound, reasonable judgment and initiative in the performance of job responsibilities.

Position guidelines include, but are not limited to, established company and department policies and procedures and all supervisory directives.

Summary Of Essential Job Functions

• Maintains regular and constant contact with Guest Services Associates and monitors their contact with guests.
• Measures current levels of service performance against previously measured benchmarked performance and constantly strives for improvement.
• Provides constant feedback to hotel management and department heads concerning services issues, including guest desires, complaints and comments.
• Maintains open and excellent communication with all department heads.
• Empowers and coaches associates in providing technically proficient, courteous and timely service.
• Trains guest service associates and insures level of service to 4 Diamond standards.
• Makes certain phones are answered to Moody Gardens Hotel phone etiquette.
• Maintains up-to-date status on in-house groups, function's, arrivals and departures. Reviews VIP arrivals and makes certain that guest’s needs for special requests are met.
• Presents innovative ideas to hotel management.
• Conducts periodic department meetings
• Makes certain that the Moody Gardens Hotel approved guest services technology is used to its fullest capacity.
• Cross-trains Guest Services Agents with Front Desk agents and Reservations agents.
• Insure that all policies and procedures are followed and enforced in a fair and balanced manner.
• Other duties as assigned by proper management.
  
  

Educational/Experience Requirements

• High School or equivalent education required. Bachelor’s Degree preferred.
• Minimum of one year experience as assistant manager/supervisor. Supervisory experience preferred.
  
  

Abilities Required

• CPR Certification and/or First Aid training preferred.
• Ability to obtain any government required license or certificate
• Assisting guests which may require bending, stooping, reaching overhead and moving through guest floors
• Must be able to speak, read, write and understand the English language and excellent verbal and written communication skills.
• Must possess basic computational skills and computer skills.
• Must have a Valid Driver License.
  
  

Disclaimer

The above statements are intended to describe the general nature and level of work being preformed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.