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Guest Service Manager

Company: Wilson Hospitality
Location: Tuscaloosa
Posted on: January 17, 2020

Job Description:

Our Core Values - Kindness - We follow the Golden rule. We treat ourselves and others with dignity, kindness, and respect. Excellent Attitude-We have an excellent attitude and positive outlook. We know that these always make a difference Focus- We are focused on serving our guests. We pay attention to the details and we get the job done Clean-Clean - We are neat, clean, and organized in all we do. Our guests expect clean and we deliver clean. Clean- Clean! Efficiency - We use proven systems and methods. We are always looking for a more efficient way to get things done. Core Focus - We Take Care of People! We strive for comprehensive excellence in all areas of professional property management. Essential Tasks : Align Guest Services Department with Wilson Hospitality mission and core values. Interview and recommend candidates for hire in the Front Desk departments by following the appropriate Wilson Hospitality Interview Process. Continual coaching of the front desk team using the Wilson Hospitality Core Values as guidance. Administer necessary disciplinary actions for violations of employee conduct policy as outlined in the Hampton Inn Tuscaloosa-East Employee Handbook. Complete appropriate documentation using the approved write-up forms that can be found in the First Response binder. Using the job specific training requirements as outlined from Hilton Hotels; ensure that each front desk team member is assigned and has completed their training on Hilton U. Communicate with the HR Manager regarding Wilson Hospitality specific trainings to schedule team members into training sessions. Using the labor plan as outlined in Hotel Effectiveness, prepare front desk schedules. Schedules should be weighted based on occupancy levels as found in the hotels OnQ system. Assist front desk during heavy occupancy times by greeting guests, checking guests in/out and answering telephones. Using Hotel Effectiveness, review each front desk team members' clock in/out times to ensure it matches what was scheduled. Follow policies as outlined in the employee handbook regarding tardies, call-ins, etc. Do not allow team members to go into overtime without approval from GM. Maintain set par levels of brand approved items of Front desk supplies including but not limited to: Hampton On the Go Breakfast bags, As if By Magic Kit, Honors collateral, key cards and key packets. Vendor information and brand approved items can be found on The Lobby website. Budget will be set by GM and it is the GSM's responsibility to order and maintain these items within the given budget. Ensure brand standards regarding the front office are being followed as outlined on The Lobby. Review each shift checklist for task completion. Following the employee handbook and using the WHM mission and core values, coach and discipline team members as needed. Respond to guest feedback on SALT, Revinate and TripAdvisor within 48 hours. Follow-up with guests who experienced service issues. Ensure that the guests are satisfied with the compensation/solution that they received for their issue. Submit Honors points for guests using the Guest Assistance application on The Lobby website. Utilize Quore to track guest complaints and requests. All guest incidents are expected to be documented into this system. Serve as MOD when GM is off property and use the approved MOD checklist. Hours to be worked must coincide with high occupancy times (afternoon and evening hours). Ensure delivery of welcome amenities (baskets, bags, letters, etc) to guests as directed from the Marketing Coordinator. Review Hilton CRM list each day for repeat guests, lifetime diamond members, special events, etc and communicate with the Marketing Coordinator regarding these guests. A high level of communication and interaction with the guests is imperative to the success of the GSM role. The GSM will be expected to maintain a constant presence at the Front Desk or in the Lobby. The GSM is expected to bring constant feedback from our guests to the management company. Weekly report to be submitted to the management team detailing guest feedback. Using set par levels, budget and brand standards; order, stock and maintain product for the Treats Shop. Any other task deemed necessary by the General Manager. - - - - -Re ports to : - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -General Manager - - Safety Statement : - - - - - - - - - - - - - - - - - - - - - - - - - - As an employee, 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 - Job Specifications : Employees must meet these minimum requirements : Educational Skills : - - - - - - - - - - - - - - - - - - - - - - - - - -Type of Education: - - - - - - - - - - - - - - - - - - - - - - - - - -H.S. Diploma - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -Level of Education: - - - - - - - - - - - - - - - - - - - - - - - - -12 Job Experience : - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -Apprenticeship Program: - - - - - - - - - - - - -None - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -Level of Experience: - - - - - - - - - - - - - - - - - - - - - -Hotel Experience Communication Skills : - - - - - - - - - - - - - - - - - -Speak English - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -Read English - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -Write English Business Mechanical Skills : - - - - - - - -Calculator - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -PBX - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -Computer Literate - - - - - - - - - - - - - - - - - - - - - - - - - -PMS - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -Copier - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -FAX Licenses/Certifications : - - - - - - - - - - - - - - -AHLA Guest Services GOLD Certification - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - AHLA Front Desk Certification - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -AHLA Supervisor Certification Physical Activities and Requirements : - - - - - - - - - - - - - - - Normal Work Position : Standing and walking 100% of the time - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -Bending - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -Lifting - - - - - - - - - - - - - - - Minimum Weight Employees must be able to lift : - - - - - - - - - - -50 lbs - - - - - - - - - - - - - - - Working Conditions : - - - - -Work alone and with others - - - - - - - - - - - - - - - Responsibilities : - - - - - - - - - - - - -Care of Equipment: - - - - - - - - - - - - - - - - - - - - - - - -Occasionally - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -Safety of Others: - - - - - - - - - - - - - - - - - - - - - - - - - - - - -Occasionally - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -Guest Contact: - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -Frequent - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -Confidential Data: - - - - - - - - - - - - - - - - - - - - - - - - - - -Frequent - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -Decision Making: - - - - - - - - - - - - - - - - - - - - - - - - - - - - -Frequent - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -Acts in Supervisory Capacity: - - - - - -Always - - - - - - - - - - - - - - - Sensory Requirements : Sight: - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -Partial - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -Hearing: - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -Full Cultural Requirements - - - - - - - - - - - - - - -Core Values: - - - - - - - - - - - - - - - - - - - - - Kindness - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -Focus - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - Excellent Attitude - - - - - - - - - - - - - - - - - - - - - - - - - - -Clean-Clean - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -Efficiency - - - - - - - - - - - - - - - Mission: - - - - - - - - - - - - - - - - - - - - - - - - - - - - -We Take Care of People We strive for comprehensive excellence in all facets of professional property management.

Keywords: Wilson Hospitality, Tuscaloosa , Guest Service Manager, Hospitality & Tourism , Tuscaloosa, Alabama

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