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Guest Services Manager

Company: Holiday Inn Express and Suites Roseville, MI
Location: Roseville
Posted on: November 25, 2022

Job Description:

Job DescriptionGuest Services ManagerReports to: General Manager/Assistant General Manager or Operations ManagerOur Guest Services Managers (GSM) are important to the hotel's success because they are responsible for the smooth operations of the guest services department, including team performance, guest satisfaction and service recovery and the brands loyalty program. You are well versed on hotel policy and procedures as well as programs and are able to implement as assigned.Key Role Responsibilities:Be one of the first points of contact for team members including training, and coach and counseling. As the service expert of the hotel you will consistently engage with guests to anticipate and meet expectations. The GSM is called on to roll out new programs and procedures to the team to meet brand and company expectations. Deliver clear and concise communication that meets Nofar Hotel Groups tone and tenor and following approved communications platforms.Demonstrate excellent time management, self-motivation and proactive planning, and endeavor to be organizationally savvy with a keen focus on detail.Work diligently to complete assigned tasks and responsibilities and lead the team by example in meeting brand and company standards.The GSM is a representative of the company's leadership team and is to align their presentation, communication and adherence to policy and procedure with the company's expectations.Learn and use digital sales systems and conceptual sales processes (i.e. Slack, PMS, sales call process, etc.) and understand the hotel's sales strategies (i.e. rates, fees, budgeted goals, etc.). Implement these tools and resources in order to accomplish individual and team goals and efficiently complete job duties.Prepared for, participate in, all necessary internal meetings, conference calls, reporting, planning, training, and other communications required for this position.Work in a unified and collaborative way one that fosters teamwork and embody an entrepreneurial spirit that enables one to make the best possible decisions for the hotel and achieve the team's overall goals.Own your career development and be an advocate for training and job opportunities that will allow you to continue to hone and develop your talents, skills, creativity, and personal and professional growth.POSITION REQUIREMENTSThe role of GSM is vital to the hotels overall success, this position requires open availability to meet the needs of the guests, hotel and the company. Flexibility and the ability to work varying shifts and days as well as extended hours is required._"Delivering a welcoming and memorable experience for our guests through the exemplary service and creativity of our team. Providing an environment where our team members can achieve growth and prosper in their love for hospitality._Job Type: Full-timePay: $16.00 - $18.00 per hourBenefits: Dental insurance Employee discount Flexible schedule Health insurance Paid time off Vision insuranceSchedule: 8 hour shift Day shift Evening shift Holidays Monday to Friday Weekend availabilityExperience: Hospitality management: 2 years (Required) Customer service: 3 years (Required)Work Location: One location

Keywords: Holiday Inn Express and Suites Roseville, MI, Roseville , Guest Services Manager, Executive , Roseville, Michigan

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