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GUEST SERVICE MANAGER (Lodge)

Company: Colonial Williamsburg Foundation
Location: Williamsburg
Posted on: June 9, 2021

Job Description:

Oversees all guest operations, including front desk, bell staff, and transportation services to ensure quality and guest satisfaction. Good through knowledge of property management software (PMS) or hotel reservation software. Works closely with the Guest Service Operations Manager and night audit staff to ensure maximum front office efficiency.

Manage and monitor activities of all employees in the Front Office department making sure they adhere the standards of excellence and to the guidelines set in the employee handbook, hotel policies and procedures, coaching, training and correcting where needed.

Maintain a professional and high quality service oriented environment at all times.

Act as manager on duty for the hotel, dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise.

Inform all Front Office staff of daily activities, group and VIP arrivals as well as special requests and repeat guests. Check accommodations, making sure any special requests are carried out accordingly, greet guests upon arrival and ensure escort to accommodations if appropriate.

Undertake full responsibility for Scheduling and Payroll of the department.

Complete weekly supply inventories to ensure adequate parts as well as complete rate discrepancy report and make needed changes.

Block/assign applicable arrivals for the following day and peak demand periods; i.e. V.I.P.'s, Special Requests, etc., and prepare group information sheets.

Work closely with the Housekeeping Department to improve guest services and foster cross departmental communications.

Coordinate daily activities with front office team on a daily basis.

Be aware and able to enforce all fire-life-safety procedures. Remain current in all updates with regards to new procedures and training. Ensure staff is fully trained in emergency procedures. This position is a member of the hotel's emergency response team.

JOB REQUIREMENTS:

High school diploma or general education degree. An associate degree in hotel management or related field or equivalent experience and 3 to 4 years of hotel Front Office experience, including at least 3 years as a supervisor.

Excellent knowledge of the English language is mandatory as well as the ability to speak, read and write clearly. Must be able to listen to, read and/or write instructions, memos, short correspondence and messages.

Responsible for supervision and training of all Front Office employees including but not liminted to Management Trainees, Concierge, Bell and Door staff, and Lobby Ambassador/Volunteers.

Preferred: Graduate of a hotel school or 5 years experience in a related field; 5 years of supervisory experience.

Keywords: Colonial Williamsburg Foundation, Newport News , GUEST SERVICE MANAGER (Lodge), Other , Williamsburg, Virginia

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