City of Chula Vista
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Guest Services Manager
role at
City of Chula Vista .
Overview The basic function of a Guest Services Manager (GSM) is to help all guest service staff drive the initial positive impression for guests choosing Chula Vista Resort (CVR), provide customers and clients of CVR and the Wisconsin Dells area with the most accurate information in a friendly and personable manner, and leave each guest with the best customer impression upon their departure. By achieving the highest customer satisfaction possible and fulfilling the related goals and objectives of Chula Vista Resort, the GSM assists the business in driving profitability. The GSM will further assist Guest Services agents in achieving the goals set forth in their job descriptions. Guest Services refers to guest services agents, night auditors, and PBX Operators.
Responsibilities
Become a systems and subject matter expert for the Front Desk and C-Res. This includes attaining fluency in current PMS, POS, CMMS, and guest engagement platforms.
Become a subject matter expert in Wyndham Rewards, edesk, WynCare and Count on Me philosophy.
Respond to guest inquiries and/or guest recovery opportunities (verbal or written) within 72 hours.
Develop and implement training programs based on CVR service commitment and brand standards. Incorporate Wyndham tools available in Wyndham Community. Ensure all new staff receive extensive and ongoing training; review with trainers to ensure adherence to guidelines and successful new hire adaptation.
Create the highest customer satisfaction by ensuring prompt, friendly, quality, and knowledgeable service. Review and adhere to established guest recovery approaches and related SOPs. Maintain a consistent focus on proportional compensation approach.
Safeguard the confidentiality of the customer, company, and all employee information.
Manage daily staffing levels of the front desk to meet established service standards while adhering to departmental budgetary guidelines.
Interview and hire staff as needed to ensure service standards are met while maintaining budget goals.
Stay informed about current CVR marketing campaigns and holiday events to ensure guest service employees are prepared to respond to inquiries.
Work with the Director of Operations (DOO) to establish annual budget and staffing plan.
Maintain inter-departmental communication to ensure service standards are met.
Audit systems access to maintain accurate user databases (PMS).
Qualifications
Educational Requirements: High School Diploma required; Bachelor’s Degree in Hospitality preferred.
Experience: 3 years in a related field or management experience; Bachelor’s degree in Hospitality preferred.
Skills, Knowledge and Abilities: Ability to work effectively with others, attention to detail, ability to train and motivate others, think creatively to solve problems, and implement training methods and procedures. Politeness, engagement, and guest-focused attitude. Ability to work within budgets and understand financial statements.
Performance Indicators: Consistently perform duties on time, meet profitability and cost objectives, maintain high customer satisfaction, treat every guest with VIP consideration, safeguarding assets, managing manpower, adhering to health, safety, and professionalism standards, and maintaining open communication with other positions in the company.
Physical/Mental Requirements: Ability to lift up to 25 lbs; ability to sit or stand for extended periods; full use of senses; English proficiency for verbal and written communication; basic math and budgeting capabilities.
Application Instructions Apply Online: https://www.paycomonline.net/v4/ats/web.php/jobs/ViewJobDetails?job=256252&clientkey=4FCDCD0175B1C845B84CD60E5D827F25
Job Details
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Other
Industries: Government Administration
Referrals increase your chances of interviewing at City of Chula Vista by 2x.
Note We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
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Guest Services Manager
role at
City of Chula Vista .
Overview The basic function of a Guest Services Manager (GSM) is to help all guest service staff drive the initial positive impression for guests choosing Chula Vista Resort (CVR), provide customers and clients of CVR and the Wisconsin Dells area with the most accurate information in a friendly and personable manner, and leave each guest with the best customer impression upon their departure. By achieving the highest customer satisfaction possible and fulfilling the related goals and objectives of Chula Vista Resort, the GSM assists the business in driving profitability. The GSM will further assist Guest Services agents in achieving the goals set forth in their job descriptions. Guest Services refers to guest services agents, night auditors, and PBX Operators.
Responsibilities
Become a systems and subject matter expert for the Front Desk and C-Res. This includes attaining fluency in current PMS, POS, CMMS, and guest engagement platforms.
Become a subject matter expert in Wyndham Rewards, edesk, WynCare and Count on Me philosophy.
Respond to guest inquiries and/or guest recovery opportunities (verbal or written) within 72 hours.
Develop and implement training programs based on CVR service commitment and brand standards. Incorporate Wyndham tools available in Wyndham Community. Ensure all new staff receive extensive and ongoing training; review with trainers to ensure adherence to guidelines and successful new hire adaptation.
Create the highest customer satisfaction by ensuring prompt, friendly, quality, and knowledgeable service. Review and adhere to established guest recovery approaches and related SOPs. Maintain a consistent focus on proportional compensation approach.
Safeguard the confidentiality of the customer, company, and all employee information.
Manage daily staffing levels of the front desk to meet established service standards while adhering to departmental budgetary guidelines.
Interview and hire staff as needed to ensure service standards are met while maintaining budget goals.
Stay informed about current CVR marketing campaigns and holiday events to ensure guest service employees are prepared to respond to inquiries.
Work with the Director of Operations (DOO) to establish annual budget and staffing plan.
Maintain inter-departmental communication to ensure service standards are met.
Audit systems access to maintain accurate user databases (PMS).
Qualifications
Educational Requirements: High School Diploma required; Bachelor’s Degree in Hospitality preferred.
Experience: 3 years in a related field or management experience; Bachelor’s degree in Hospitality preferred.
Skills, Knowledge and Abilities: Ability to work effectively with others, attention to detail, ability to train and motivate others, think creatively to solve problems, and implement training methods and procedures. Politeness, engagement, and guest-focused attitude. Ability to work within budgets and understand financial statements.
Performance Indicators: Consistently perform duties on time, meet profitability and cost objectives, maintain high customer satisfaction, treat every guest with VIP consideration, safeguarding assets, managing manpower, adhering to health, safety, and professionalism standards, and maintaining open communication with other positions in the company.
Physical/Mental Requirements: Ability to lift up to 25 lbs; ability to sit or stand for extended periods; full use of senses; English proficiency for verbal and written communication; basic math and budgeting capabilities.
Application Instructions Apply Online: https://www.paycomonline.net/v4/ats/web.php/jobs/ViewJobDetails?job=256252&clientkey=4FCDCD0175B1C845B84CD60E5D827F25
Job Details
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Other
Industries: Government Administration
Referrals increase your chances of interviewing at City of Chula Vista by 2x.
Note We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr