What are the responsibilities and job description for the Guest Services Manager - Hampton Inn & Suites Richmond, IN position at TownePlace Suites Fort Mill at Carowinds Blvd?
GENERAL PURPOSE
Supervise the operations to ensure compliance with standards and regulations, customer satisfaction and protection of the guests, staff and assets.
Continuously improve the hotel's ability to anticipate our guests' needs, to quickly and efficiently investigate the root causes of problems and to provide immediate and permanent resolution in order to enhance our guests' satisfaction prior to departure. Position is responsible for supervising nightly operations. May recommend and implement procedural, safety changes.
ESSENTIAL DUTIES/RESPONSIBILITIES
Supervise the operations of the hotel to ensure compliance with SOPs, safety regulations and an optimal level of service and hospitality are provided to the guests.
Hire, train, direct the work of, resolve issues/problems and coach and counsel the Loss Prevention employees to ensure a quality operation.
Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
Maintain preparedness and implement emergency procedures when appropriate to protect the hotel guests, staff and assets.
Implement customer satisfaction program, tracking system and follow-up solutions, report results to Executive Committee.
Issue appropriate correspondence to dissatisfied customer's on behalf of the hotel to achieve satisfaction and customer loyalty.
Prepare reports and communications to the Rooms Director and Hotel Executive Committee on guest incidents/problems, staffing issues/problems, potential safety hazards and other pertinent information regarding night operations.
Handle all customer inquiries regarding hotel events, outlets, directions, local attractions, transportation, etc.
OTHER DUTIES/RESPONSIBILITIES
Perform special projects and other responsibilities as assigned. Participate in task force assignments.
Assist all departments in servicing the guests during high volume periods.
Travel required - limited occasional travel locally to seminars and to shuttle guests.
Hours: 40-50 hours over a five day period; scheduled days may vary based on need.
SUPERVISORY DUTIES -
1 to 6 employees directly and acts as a lead worker in providing advice, counsel, training and generally assist all night supervisors.
Education/Formal Training
More than two years post high school education, but less than a degree from a four year college.
Experience
Experience required by position is from three months to one full year of employment in a related position with this company or other organization(s).