Guest Service Manager Position Available In Hillsborough, Florida

Guest Service Manager New Tampa Hotels Tampa, FL 33647 JOB

DESCRIPTION

– New Tampa Hospitality Group

JOB TITLE

Guest Services Manager (GSM)

DEPARTMENT

Guest Services

REPORTS TO

General Manager

SCOPE OF RESPONSIBILITY

To ensure that all necessary Guest Services department activities are accomplished in a “World Famous” manner.

TEAM MEMBER GUIDEBOOK

Prior to being assigned to the position, a complete understanding of the hotel’s Team Member Guidebook is necessary since the person holding the position will be subjected to these rules and regulations.

ESSENTIAL TASKS

Promote an environment in the hotel of positive interaction and cooperation with other departments. Do not gossip. Do not listen to gossip. Ensure maximal occupancy and average rate through Revenue Management. Maintain the highest level of Guest Satisfaction as rated by guest survey responses. Control labor and other expenses through monitoring and forecasting. The Guest Services Manager should spend a major portion of his or her time (minimum of 40 hours per week) actually working at the Guest Services desk. Office/admin work that requires GSM to be away from the desk should be completed on off-peak times. Prepare Guest Services work schedules to efficiently handle expected business levels including meetings and events. Schedules must be available to team three days prior to the actual week. Maintain an effective training program to ensure that all new Guest Services team members are properly trained. Maintain and utilize an accurate and informative Guests Services Site. The site is to be explained to each new team member when they are hired. Coach and counsel Guest Services team members in a positive manner to produce improved work performance Ensure that Guest Services team members spend at least 15 minutes a day in unscripted conversation with guests. Become the on-site Systems Expert for the following: Property Management System, Electronic Lock System, Computers and Printers, Phone & Voicemail Systems, High Speed Internet and Guest Room Televisions. Investigate and troubleshoot problems. Follow up to ensure that the problem is corrected. Document all Tech Support calls. Ensure that team members follow proper clock-in procedure. Monitor hours worked to prevent overtime. Maintain daily time accounting procedures. Maintain sufficient supplies for the operation of the Guest Services department using proper procedure when purchasing. Supervise the presentation of the Complimentary Breakfast. Order and maintain secure and sanitary storage of all food. Supervise the Breakfast Attendants. Interview and recommend new candidates for hire. Maintain an effective training program. Monitor their performance. Coach and counsel for improved performance as necessary. Select and ensure that backup Breakfast Attendants are properly trained and their phone numbers are available in case of a call-off. Coordinate the Breakfast Attendant’s schedule and be available to work if a shift cannot be covered. Ensure that all team members are in proper uniform, including name badge. Monitor inventory on Property Management System. Work with GM and Sales Manager to maximize nightly revenue. Interview and recommend candidates for hire in the Guest Services department. Assist the GM and Sales Department with outside sales effort and group reservations bookings. Recommend disciplinary action for violations of team member conduct policy and poor performance of essential tasks. Complete documentation on disciplinary situations for approval by the General Manager. Be proficient in all Guest Services operations. Set standards through providing leadership by example. The Guest Services Manager should spend a major portion of his or her time actually working the Guest Services desk. Review night audit pack from prior day. Check daily accounting. Notify GM if Daily Report cannot be balanced. Research problem accounts and handle requests for copies of folios in a timely and courteous fashion. Hold a mandatory meetings for all GSRs, Night Auditors and Pantry team members a minimum of once a month. Take aggressive action is to be taken to resolve the problem credit cards and collect on the bad checks. Enlist the assistance of the GM if needed. Ensure Proper Tax Exempt Room Revenue tracking & filing Supervise the Night Auditors. Interview and recommend new candidates for hire. Maintain an effective training program. Monitor their performance. Coach and counsel Night Auditors for improved performance as necessary. Coordinate the Night Auditor’s schedules and be available to work anytime a night audit shift cannot be covered. Handle Guest Complaints promptly and courteously. Always log them in the Guest Services log on the wiki. Know and enforce all operational policies, such as direct bills, safe deposit boxes, lost and found, security, etc. Maintain effective key control by ensuring that proper security policies are in place and observed by all employees. Maintain tight security on all keys maintained by the Guest Services department. Ensure that special requests are coordinated and double checked. Other duties as assigned by

GM, Director of Operations or Managing Partner SAFETY:

As an team member of the hotel, it is your responsibility to be aware of and report any and all safety hazards or violations you may see or witness in the course of performing your required duties.

SECURITY

As an team member of the hotel, it is your responsibility to be aware of and report any and all security concerns, dishonesty or violations you may witness or become aware of.

Job Type:

Full-time Pay:

$42,000.00 – $47,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Employee discount Health insurance Paid time off Vision insurance

Schedule:

8 hour shift Evenings as needed Holidays On call Overtime Rotating weekends Weekends as needed Ability to

Commute:

Tampa, FL 33647 (Required) Ability to

Relocate:

Tampa, FL 33647: Relocate before starting work (Required)

Work Location:

In person