Guest Service Manager
Company: Homewood Suites - Anaheim
Location: Garden Grove
Posted on: November 23, 2022
Homewood Suites - Anaheim
The purpose of a GUEST SERVICES MANAGER is to consistent deliver
results that contribute to overall success of the hotel and the
department by accomplishing performance objectives linked to
revenues, business effectiveness and efficiencies and delivering
exemplary customer service.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Works with the hotel General Manager to achieve and exceed guest
satisfaction scores in all areas of the hotel.
Responsible for satisfaction scores for the front desk operations.
Addresses any deficiencies in the area immediately.
Works with the corporate training department to develop action
plans as necessary to achieve expected guest satisfaction
Effectively trains guest service agents on proper front desk
Recruits, interviews and selects, in conjunction with the General
Manager, the most qualified candidates for front desk
May prepare weekly schedules for front office staff.
Address performance deficiencies of front office staff through
coaching and disciplinary actions.
Complete performance evaluations for front office staff timely.
May be responsible for posting weekly guest satisfaction scores for
hotel associates to see and review.
Ensures guest service agents are in compliance with clean, neat
uniforms and name badges.
Required reports are timely and of a quality that can be shared
Rates are accurate and monitored daily.
Is proficient at managing inventory in the property management
Frequently meets with and reviews work generated by the night
Maintains regular attendance and is consistently on time.
Maintains high standards of personal appearance and grooming, which
include compliance with the dress code.
Performs any other duties as requested by supervisor.
Reasonable accommodations may be made to enable qualified
individuals with disabilities to perform the essential duties of
DESIRED COMPETENCIES, WORK SKILLS, AND KNOWLEDGE
To perform the job successfully, an individual should demonstrate
the following competencies. Other competencies not listed may be
required for specific positions. The requirements listed below are
representative of the knowledge, skills, and/or abilities
Associate demonstrates ORGANIZATIONAL SUPPORT
Observes and adheres to safety and security procedures, promoting a
safe work environment.
Ensures new hires complete new hire orientation.
Associate demonstrates INITIATIVE
Seeks out new assignments and assumes additional duties when
Able to reach effective solutions, poses good questions, consults
helpful resources, and does not stop at the first answer he/she
Associate demonstrates exemplary DEPENDABILITY / RELIABILITY
Can be relied upon regarding task completion and follow up.
Ensures work responsibilities are covered when absent.
Associate demonstrates ACCOUNTABILITY for their job performance
Takes ownership of all work performed and communicated.
Completes tasks on time or notifies appropriate person with an
Associate demonstrates acceptable PRODUCTIVITY standards
Organizes resources, performs tasks, and coordinates with other
functions to most effectively and efficiently perform work
responsibilities and accomplish objectives on a timely basis.
Assists department in exceeding productivity standards.
Associate demonstrates effective PROBLEM SOLVING
Identifies and resolves problems in a timely manner, using
intuition and experience to complement data.
Gathers and analyzes information skillfully.
Associate demonstrates WORKPLACE RESPECT to all associates
Demonstrates knowledge of EEO policy and promotes a harassment-free
Shows respect and sensitivity for cultural differences.
Able to build morale and group commitments to achieve goals and
Associate demonstrates effective ORAL /WRITTEN COMMUNICATION
Practices attentive and active listening with all employees.
Listens without interruption and gets clarification.
Actively participates in meetings, contributing ideas to improve
Associate demonstrates excellent CUSTOMER SERVICE SKILLS
Solicits customer feedback to improve service.
Personally demonstrates a commitment to customer service by
anticipating and responding promptly to guest needs.
Associate demonstrates effective FINANCIAL MANAGEMENT skills
Monitors and controls labor costs.
Seeks approval for overtime, if required.
Associate effectively MANAGES PEOPLE
Provides regular performance feedback and proactively addresses
performance concerns of staff.
Develops staff so that successful customer service scores are
EDUCATION AND EXPERIENCE REQUIREMENTS:
Bachelor's degree (B. A.) from four-year college or university; or
one to two years related experience and/or training; or equivalent
combination of education and experience.
Ability to read and interpret documents such as safety rules,
operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to speak effectively before groups of customers or
employees of organization
Ability to calculate figures and amounts such as discounts,
interest, commissions, and percentages.
Ability to interpret and perform basic computer functions.
Knowledge of Outlook, Word, and Excel.
Position has supervisory responsibilities of front office
The work environment normally entails the following:
Indoor work environment
Minimal to moderate noise levels consistent with hotel
During the course of performing the physical demands of this
position, associates are expected to observe and adhere to safety
and security procedures, promoting a safe work environment.
The physical activity normally entails the following
Position is expected to:
Stand more than 2/3 of the time
Walk less than 1/3 of the time
Sit less than 1/3 of the time
Lift up to 15 lbs less than 1/3 of the time.
Push / pull up to 15 pounds.
Our company does not discriminate against its associates or
applicants because of race, color, religion, sex, pregnancy,
national origin, ancestry, age, marital status, sexual orientation,
veteran status, physical or mental disability or medical condition.
Equal employment opportunity will be extended to all persons in all
aspects of the employer-associate relationships, including
recruitment, hiring, advancement, compensation, benefits, training,
promotion, transfer, discipline, layoff, recall and termination.
Every reasonable accommodation will be made for disabled
Resumes and applications for employment will be evaluated on the
basis of qualifications to meet the requirements of the position
and ability to perform the requirements of the
Keywords: Homewood Suites - Anaheim, Garden Grove , Guest Service Manager, Executive , Garden Grove, California
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