Guest Service Manager

About us

Located just minutes from downtown Madison in the charming village of Paoli, WI, we’re Seven Acre Dairy Company, southern Wisconsin’s newest premiere hospitality destination!

After construction is complete in December 2022, this historic cheese factory built in 1888 will be reimagined as a luxury 8-room boutique hotel, full-service restaurant and bar, dairy cafe, and working micro-dairy.

The Inn at Seven Acre boasts 8 luxury suites, each uniquely designed to celebrate the history of the factory. The Guest Service Manager is an integral part of our guest’s experience and we will look to this position to lead the guest experience program, manage the daily front desk operations and work hand-in-hand with the General Manager on rate management, marketing and special events for The Inn. The Guest Service Manager will serve as the main point of contact for all guests and assist with their stay from start to finish. Seek out opportunities for guest-centric experiences in all outlets of the hotel and assist hotel outlets in putting processes in place to ensure that these opportunities are executed by all employees.

We’re excited to welcome candidates who have a passion for hospitality, don't mind getting their hands dirty (literally and figuratively), and get the big picture but thrive in the details.

Key Responsibilities:

• Develops and implements a guest experience program through marketing, sales, and a VIP check in process that highlights the uniqueness of Seven Acre Dairy Company.
• Responsible for all daily operations of the front desk, including guest communications prior to, throughout and after their stay.
• Facilitates check in and check out procedures for all guests.
• Oversees the daily housekeeping and maintenance schedules.
• Monitors daily status of rooms, rates, discounts and packages.
• Manages all incoming reservation calls and online bookings.
• Communicates the hotel's unique history and design through marketing initiatives and onsite storytelling.
• Manages staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Hires, trains and develops direct employees.
• Establishes a rapport with customers prior to and throughout their stay that meets Seven Acre’s customer service standards of excellence.
• Reviews guest satisfaction results and property audits to identify areas of improvement.
• Maintains a positive and productive relationship with other department leaders that encourages cross-departmental communication and collaboration.
• Coordinates and ensures that guest’s arrival and departure are executed to the highest standard.
• Acts as Manager on Duty as required; nights, weekends and holidays are expected.
• Assists the General Manager with daily STAR and financial reports.
• Consistently delivers positive, prompt, courteous and professional guest service in all interactions with guests, visitors, vendors and fellow employees.
• Collaborates with the General Manager and other Department Managers on social media content.
• Evaluates, creates and implements new procedures that increase guest satisfaction.
• Ensure the security of guest information and guest room access.
• Assists with additional duties or responsibilities assigned by management, as needed.

Desired Qualifications:

• Education/Experience: Bachelor’s degree in Hospitality preferred.
• (3) or more years of leadership experience in customer service or front office in a hotel or resort setting required.
• Service-oriented with a passion for guest experience.
• Ability to adjust schedule to include weekends and evenings.
• Excellent written and verbal communication skills.
• Ability to work independently and multi-task.

Salary and Benefits:

• Annual base salary of $50,000 - $60,000
• PTO and other employee-focused quality of life initiatives
• Comprehensive health care coverage with 50% employer paid
• Free ice cream! (And other property benefits.)

Job Type: Full-time

Pay: $50,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Evening shift
• Holidays
• Monday to Friday
• On call
• Self-determined schedule
• Weekend availability

People with a criminal record are encouraged to apply

Ability to commute/relocate:

• Belleville, WI 53508: Reliably commute or planning to relocate before starting work (Required)

Shift availability:

• Day Shift (Required)
• Night Shift (Required)

Work Location: One location

Salary : $50,000 - $60,000