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Guest Service Manager

Posted November 26, 2021

Graduate Columbus
Columbus, OH
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About This Job

Graduate Hotels®, is seeking a Guest Service Manager to join Graduate Columbus and its brilliant team of hospitality enthusiasts. 

Graduate Hotels creates authentic, spirited spaces that connect travelers, students and locals alike. Through thoughtfully curated design, creative F&B and community-focused events, we create hotels worthy of their communities.   

We are a diverse team of experience makers and storytellers. As a Graduate Hotels team member, you are the local insider shaping guest experiences. Our goal is to make every guest feel like a local even if it's their first time in town. In order to help you deliver on that goal, we encourage our team members to embody the same mindset as our guests through Graduate experiences and encouraged community exploration.   

JOB DUTIES AND RESPONSIBILITIES  

  • Monitors daily status of rooms, rates, discount rates and packages 
  • Maintains current list of available rooms for walk situations  
  • Coordinates blocking of rooms for groups  
  • Acts as the “Service Champion” for the Front Office and creates a positive atmosphere for guest relations 
  • Communicates hotel’s unique design elements for effective storytelling 
  • Reviews and understands budgeted staffing levels to ensure that guest service, operational needs and financial objectives are met  
  • Reviews guest satisfaction results and property audits to identify areas of improvement 
  • Drives Front Desk Upsell Program in order to assist in maximizing hotel revenue 
  • Solicits employee feedback, utilizes an “open door” policy, and reviews employee satisfaction results to identify an address employee opportunity areas 
  • Ensures staff communicates effectively with other hotel departments  
  • Maintains productive relationship with Valet Parking provider 
  • Regularly reviews department budget to meet budgeted wages and general expenses 
  • Ensures prompt and courteous service to guests  
  • Pre-registers guests according to standards  
  • Completes and monitors employee schedules 
  • Monitors and ensures VIP arrivals are executed to highest standard  
  • Keeps track of rooms to ensure accurate status and readiness for check-in  
  • Hires, trains and develops direct employees 
  • Interacts positively and professionally with guests to resolve issues 
  • Acts as Manager on Duty as required 
  • Works nights, weekends, and holidays as needed 
  • Other duties as assigned 

EDUCATION AND EXPERIENCE 

  • Minimum of 3 years in similar leadership role.  
  • High School Diploma/GED, post-high school education preferred  

KNOWLEDGE, SKILLS AND ABILITIES 

  • Basic math skills 
  • Ability to communicate effectively verbally and in writing 
  • Strong leadership skills 
  • Ability to exceed expectations of guests and team members 
  • Excellent time management skills 

About Graduate Hotels® 

Graduate Hotels is a hand-crafted collection of hotels that reside in dynamic university-anchored towns across the country.  Each hotel pays homage to the heritage of its unique town through cultural nods to the local community.  Launched in 2014, there are 35 hotels across the U.S. and U.K. Graduate Hotels is owned by Adventurous Journeys (AJ) Capital Partners, a vertically integrated real estate developer, owner and operator. For more information on Graduate Hotels, please visit www.graduatehotels.com

*Graduate Hotels is an Equal Opportunity Employer. 

Compensation Details

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About this Employer

Graduate Columbus

750 N. High Street
Columbus, OH 43215

171 Room Hotel

www.graduatehotels.com

Managed By

Our Hotel

Prepare to be inspired. In our hotel, little moments of surprise and discovery meet you around each corner and down every corridor. Malin + Goetz amenities, complimentary wi-fi and other little luxuries enhance every stay.

Located in the heart of the Short North Arts District, Graduate Columbus is just a quick trip to The Ohio State University and downtown Columbus. Settle into our warm, tailored spaces, where plaids in scarlet and gray mix with gold-medal-worthy details.

Situated in vibrant Short North, Graduate Columbus is the ideal location for your next event. With more than 4,000 square feet of flexible event space, we offer a variety of distinct settings to host groups of up to 300 guests.