Crescent Hotels & Resorts
Guest Service Manager - Front Office
Crescent Hotels & Resorts, Williamsburg, Virginia, us, 23187
2 days ago Be among the first 25 applicants
Overview The Guest Service Manager oversees the execution of operations in the Rooms Department including Front Desk Office, Bell Stand, Concierge, and the management of employees in those areas. The position is based out of the Lodge Front Office but is cross trained to assist and/or work at all hotel locations. This position strives to continually improve guest and employee satisfaction while maximizing the financial performance of the department, and monitors compliance with standards and procedures. This position also effectively partners with other business unit heads in sharing and resolving common strategic and operating problems. Maintaining all programs required by Colonial Williamsburg Company, The Forbes Standards, the Marriott Autograph Collections Standards, and Crescent Hotels & Resorts is essential to this position.
About The Position The Guest Service Manager oversees the operation of the Rooms Department including Front Desk Office, Bell Stand, Concierge, and manages employees in those areas. This role is based at the Lodge Front Office with cross-training to other hotel locations. The goal is to continually improve guest and employee satisfaction while maximizing financial performance and ensuring compliance with standards and procedures. The role requires partnership with other business unit heads to resolve common strategic and operating problems. Programs required by Colonial Williamsburg Company, The Forbes Standards, the Marriott Autograph Collection Standards, and Crescent Hotels & Resorts must be maintained.
Main Duties
Manages/supervises/trains, provides day-to-day leadership and development, job assignments and performance evaluations for front desk, bellmen, coordinators, and interns. Makes recommendations about hiring, promotions, and counseling.
Ensures that all requirements are met for the Marriott Autograph Collections Standards.
Acts as manager on duty for the hotel, dealing with complaints, problem solving, disturbances, special requests and other issues that may arise.
Includes staff in planning, decision-making, and facilitating process improvement; makes oneself available to staff and guests; provides regular performance feedback to staff; and develops staff’s skills, encourages growth, and maintains accountability.
Identifies and resolves problems in a timely manner and gathers and analyzes information; thinks creatively to solve problems, conduct organizational planning and meet strategic goals.
Coordinates and maintains effective communications with all other departments.
Delegates work assignments, gives authority to work independently, sets expectations, mentors, and monitors delegated activities.
Communicates guest satisfaction results in a timely fashion including Medallia, TripAdvisor, and Google feedback. Analyzes information and develops plans to improve opportunities and expand strengths. Conducts Daily Stand-up Meetings to ensure team engagement.
Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and process improvement.
Completes weekly supply inventories to ensure adequate parts.
Follows department policies, procedures, and service standards, including safety policies.
Performs additional duties as assigned.
Works a flexible schedule, including days, nights, weekends, and holidays.
Required Education and Experience
Prior experience as a Guest Service or Hospitality Manager for a hotel.
Preferred
Luxury 4-5-star hotel management experience is strongly preferred.
Marriott management experience is preferred.
Previous experience working with Opera, UKG, and Kronos management systems.
Previous experience managing in a large organization amid growth and change.
Qualifications
Works a flexible schedule, including days, nights, weekends, and holidays.
Detailed understanding of all resort operations departments.
Prior experience managing in an environment covered by a collective bargaining agreement.
Technologically savvy, possessing the aptitude and desire to learn new technology in ways that benefit the team and the hotel.
Analytical skills, as well as problem recognition and resolution skills.
Excellent communication and organizational skills.
Excellent team leadership and people management skills.
Ability to work well under pressure in a fast-paced environment.
Ability to focus attention on guest needs, remaining calm and courteous always.
Equal Opportunity Employer This employer is an equal opportunity employer. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
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Overview The Guest Service Manager oversees the execution of operations in the Rooms Department including Front Desk Office, Bell Stand, Concierge, and the management of employees in those areas. The position is based out of the Lodge Front Office but is cross trained to assist and/or work at all hotel locations. This position strives to continually improve guest and employee satisfaction while maximizing the financial performance of the department, and monitors compliance with standards and procedures. This position also effectively partners with other business unit heads in sharing and resolving common strategic and operating problems. Maintaining all programs required by Colonial Williamsburg Company, The Forbes Standards, the Marriott Autograph Collections Standards, and Crescent Hotels & Resorts is essential to this position.
About The Position The Guest Service Manager oversees the operation of the Rooms Department including Front Desk Office, Bell Stand, Concierge, and manages employees in those areas. This role is based at the Lodge Front Office with cross-training to other hotel locations. The goal is to continually improve guest and employee satisfaction while maximizing financial performance and ensuring compliance with standards and procedures. The role requires partnership with other business unit heads to resolve common strategic and operating problems. Programs required by Colonial Williamsburg Company, The Forbes Standards, the Marriott Autograph Collection Standards, and Crescent Hotels & Resorts must be maintained.
Main Duties
Manages/supervises/trains, provides day-to-day leadership and development, job assignments and performance evaluations for front desk, bellmen, coordinators, and interns. Makes recommendations about hiring, promotions, and counseling.
Ensures that all requirements are met for the Marriott Autograph Collections Standards.
Acts as manager on duty for the hotel, dealing with complaints, problem solving, disturbances, special requests and other issues that may arise.
Includes staff in planning, decision-making, and facilitating process improvement; makes oneself available to staff and guests; provides regular performance feedback to staff; and develops staff’s skills, encourages growth, and maintains accountability.
Identifies and resolves problems in a timely manner and gathers and analyzes information; thinks creatively to solve problems, conduct organizational planning and meet strategic goals.
Coordinates and maintains effective communications with all other departments.
Delegates work assignments, gives authority to work independently, sets expectations, mentors, and monitors delegated activities.
Communicates guest satisfaction results in a timely fashion including Medallia, TripAdvisor, and Google feedback. Analyzes information and develops plans to improve opportunities and expand strengths. Conducts Daily Stand-up Meetings to ensure team engagement.
Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and process improvement.
Completes weekly supply inventories to ensure adequate parts.
Follows department policies, procedures, and service standards, including safety policies.
Performs additional duties as assigned.
Works a flexible schedule, including days, nights, weekends, and holidays.
Required Education and Experience
Prior experience as a Guest Service or Hospitality Manager for a hotel.
Preferred
Luxury 4-5-star hotel management experience is strongly preferred.
Marriott management experience is preferred.
Previous experience working with Opera, UKG, and Kronos management systems.
Previous experience managing in a large organization amid growth and change.
Qualifications
Works a flexible schedule, including days, nights, weekends, and holidays.
Detailed understanding of all resort operations departments.
Prior experience managing in an environment covered by a collective bargaining agreement.
Technologically savvy, possessing the aptitude and desire to learn new technology in ways that benefit the team and the hotel.
Analytical skills, as well as problem recognition and resolution skills.
Excellent communication and organizational skills.
Excellent team leadership and people management skills.
Ability to work well under pressure in a fast-paced environment.
Ability to focus attention on guest needs, remaining calm and courteous always.
Equal Opportunity Employer This employer is an equal opportunity employer. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
Save this job
#J-18808-Ljbffr