Guest Services Manager in Bloomington, Minnesota at Golder Hospitality

Guest Services Manager

Job Summary

We are hiring a Guest Services Manger to lead our Guest Service Department at the Wyndham Bloomington - Mall of America Hotel. The Guest Services Manager is responsible for the overall successful daily operation and performance of the Guest Service Department. Must be available weekdays, evenings, weekends, and holidays.

Responsibilities and Duties

Essential Functions:

• Manage and motivate all Front Office personnel with the daily supervision to include staffing, training, discipline, scheduling, and visually monitoring performance to ensure adherence to all service and productivity standards to provide full guest satisfaction. Ensure personnel is properly trained on security and cash-handling procedures.
• Participate in the preparation of the annual departmental operating budget and financial plans. Monitor budget and control labor costs and expenses with a focus on rate strategy, building initiatives and inventory management.
• Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk.
• Manage day-to-day staffing requirements, plan and assign work and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance.
• Check and control room reservations, front office systems, supplies inventory, scheduling, forecasting and department budget to maximize revenue.
• Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner.
• Train team members on PBX procedures and serve as a central communication point during emergency/crisis situations; develop and maintain relationships with local fire, police and emergency.
• Communicate with guests and employees both verbally and in writing to answer questions and provide clear direction.
• Ensure Front Office staff provides guests with prompt service, professional attention and personal recognition.
• Ensure guests are greeted upon arrival and make time to interact effectively with guest. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction.

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions. The time spent performing each function will be determined by the particular requirements of the hotel.

• Perform guest room inspections, which require bending, stooping, reaching overhead and moving throughout the guest floors.
• Conduct routine inspections of the front office and public areas and take immediate action to correct any deficiencies.
• Assist in check-in/check-out of guests or any other guest service-related activity.
• Perform other duties as requested. Example: special request from guests.
• Cover front office employee break periods.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.

Qualifications and Skills

• Considerable knowledge of computer systems for registration, reservations and backup systems. Opera or Opera Cloud experience preferred but not mandator.
• Above average mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.
• Ability to read, write, speak and understand the English language to communicate with employees and guests.
• Thorough organizational and supervisory skills, proficient in accomplishing all tasks.
• Ability to develop subordinates to enhance advancement in the hotel and corporation.
• Ability to analyze statistical data and make decisions accordingly.
• Ability to effectively interact with internal and external customers, some of whom will require a high level of patience, tact and diplomacy, to defuse anger, collect accurate information and resolve conflicts.
• Comparable hotel size and scope of experience preferred.

Benefits: Golder Hospitality is committed to providing a comprehensive benefits plan that offers your choices for Medical, Dental and Life Insurance program gear to your needs as well as Vacation/Sick/Holiday Pay/Travel discounts. A management Bonus program is also available to you.