Overview:
The Guest Service Manager oversees the safe and efficient operation of the front desk, maximizes profitability, and ensures high levels of guest satisfaction are achieved. This position provides training, support, and resources to the front desk staff.
General: This employee must display effective listening and communication skills, initiative, ability to work independently and in teams, and lead by example. He/she must be able to exercise good judgment and discretion, display effective problem-solving skills, and provide excellent customer service. Additionally, he/she must have the ability to multi-task, maintain composure under pressure, and display a high level of professionalism, integrity, and follow-through.
We expect our employees to approach their work with passion, enthusiasm, and attention to customer satisfaction. We also expect our employees to champion, embrace, and live the company values.
Compensation:$21 - $23 hourly
Responsibilities:- Manage the hiring, training, and supervision of all front office staff members, and ensure they're providing exceptional guest service and uphold hotel policies
- Interact with customers both in-person and over the phone, assist with inquiries, and mitigate any guest complaints
- Make sure to adhere to the front desk budget and put in orders for office supplies as needed
- Gather financial information and generate occupancy reports for the general manager
- Oversee all operations at the front desk and ensure the highest level of customer satisfaction for every guest
- Working with LARK Revenue management, develop and Implement an effective inventory and pricing strategy based on future demands & forecasts, current trends, and historical data; Work with GM on revenue management strategic vision; determine the optimal mix of business and manage distribution strategies on all channels to increase revenue and drive market share
- Review and monitor daily schedule to ensure adequate coverage based on forecasted occupancy
- Manage all aspects of the reservations process (room reservations, secure deposit, and send confirmation); use suggestive selling techniques, stay abreast of local rates, in-house strategy, group and special rate plans and packages, available inventory, etc.
- Keep up-to-date on in-house groups and functions (review group cover sheets to be aware of special needs and requests)
- Verify the accuracy of information in the property management system by entering data correctly and checking daily arrivals
- Oversee front desk accounting functions including cash banks, A/R, credit card processing, and night audit functions
- Monitor reservations e-mail account; reply to e-mail correspondence in a timely, courteous, and professional manner; process e-mail requests/reservations accordingly
- Maintain full knowledge of all room types, features, locations, rates
- Check room availability and housekeeping/maintenance status, ensure against overbooking, and that guests are provided an inspected room
- Maximize room revenue and train others in suggestive selling techniques and proper processing of reservations
- Welcome and check-in guests in a friendly and efficient manner; exercise excellent customer service and phone etiquette
- Point of contact during an emergency; be familiar with all emergency procedures as documented in hotel Emergency Manuals
- Ensure transfer of information from shift to shift
- Know and maintain front desk systems and office equipment (proper operation and training of others)
- Monitor cash-handling standard operation procedures
- Account for assigned cash drawer(s) and cash balances; possess general knowledge of bookkeeping and audit procedures
- Maintain open lines of communication between the Front Desk and other departments, i.e. Identify, communicate, and follow up on maintenance issues
- Train/Monitor proper operation and etiquette in department use of telephones and radios
- Answer and transfer calls in a timely and courteous fashion
- Effectively handle all guest inquiries, requests, and complaints; confirm guest needs have been met
- Maintain familiarity with local attractions, business locations, and points of interest
- Handle services for guests including guest mail, messages, telephone calls, faxes, wake-up calls, after-hours requests (i.e., extra towels, pillows, etc.), and general inquiries
- Direct traffic inside the hotel with vendors, overnight guests, employees, meeting attendees, restaurant/lounge guests, visitors
- Confirm guest satisfaction at check-out and take appropriate corrective action if necessary
- Conduct monthly inspections of public areas to ensure compliance with department standards and guest expectations
Qualifications:- Experience with MS office and bookkeeping skills desired
- At least 2 years of experience as a front office manager, front desk, or similar position in the hospitality industry or related field
- 1 year of previous experience working in the hospitality industry
- Have superb communication skills, management skills, and multitasking skills
- Must possess a high school diploma or equivalent certification (GED)
Minimum Requirements:
- Must be eligible to work in the United States of America
- Must be at least 18 years of age
- Excellent written and verbal communication skills, conveying information and ideas clearly
- Proficient in a Mac environment
- Proficient with Clock or similar Property Management System
- Knowledge of and ability to utilize Social Media to promote the property
- Strong analytical skills
- Be able to work with a variety of colleagues and guests
- Be able to take and give direction
- Must be neat, courteous, flexible, and extremely detail-oriented
- Must enjoy and be able to meet the public with poise
- Ability to remain calm, courteous, and professional with demanding guests and in difficult situations
- Must be able to show initiative in job performance, including the anticipation of what needs to be done before it becomes necessary
- Must be able to meet deadlines
- A team player who is flexible and willing to help support the property and Lark Hotels goals and the ability to support other hotel room operations
- Ability to work a varied schedule that is dictated by our guest demand and may include evenings, weekends, and holidays
- 2-3 plus years of experience in the hotel division with increasing responsibilities
Abilities Required:
- Frequent walking, bending, balancing, stooping, reaching, pushing, lifting, manual dexterity and repetitive motions
- Occasional stair climbing
- Know who to notify in case of broken equipment or unsafe/unsanitary conditions
- Manually handle/lift/carry product up to 25 pounds between knee and shoulders
- Must have bilateral fine manipulation of both hands which may be repetitive throughout the shift
- May be vertically mobile for the entire shift
- Schedule varies according to operational needs; may include early mornings, evenings, overnights, weekends, holidays, and split shifts
- Hazards include, but are not limited to stress, lifting injuries, exposure to unsanitary materials, slips, and tripping
About CompanyBluebird Lake Placid is one of the largest and newest properties in the Lark Hotel Group portfolio. Having re-modeled the old Summit Hotel into a minimalist, Scandinavian-Asian experience, the Bluebird Lake Placid is now well positioned to attract and retain high-volume transient and group businesses.
Meet people from all over the world who come to work for the most dynamic hotel group in town because they want to do something different and experience a bit of what it means to work for Lark while they're at it. Huge growth potential in town and around the country.
Website: https://www.bluebirdhotels.com/hotels/lake-placid
Compensation details: 21-23 Hourly Wage
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