Guest Services Manager

Description

Oversees all guest operations, including front desk and bell staff 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.

Boasting the ideal blend of comfort and convenience, the Williamsburg Woodlands Hotel & Suites is the perfect starting point for your adventure in Colonial Williamsburg, centrally located next to the Visitor Center. Start your day off with an enhanced continental breakfast, and then enjoy our exclusive access to the best that Colonial Williamsburg has to offer—making it easier than ever to plan an unforgettable family vacation. Family fun. Enjoy an on-site arcade, miniature golf, fitness center, outdoor pool, and splash park (open seasonally), there’s truly something for every member of your family here.

ESSENTIAL FUNCTIONS:

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

QUALIFICATIONS:

• 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.
• Preferred: Graduate of a hotel school or 5 years experience in a related field; 5 years of supervisory experience.
• Excellent communication and customer service skills; both verbal and written.
• Good computer knowledge
• Must be able to work all shifts, to include days, evenings, weekends, Sundays, and holidays.
• High school diploma or general education degree
• Preferred: Managers may be driving company vehicles and must be 21 years of age and hold a valid driver's license. Final candidates are to present in person to the Colonial Williamsburg Foundation Employment Office a valid driver's license and an original Motor Vehicle Record transcript (MVR). The MVR is to be no older than 30 days, issued by the same state as the driver’s license, and must cover the past seven years. New residents must obtain a Virginia driver’s license within 30 days.