The Guest Services Manager is
responsible for ensuring the smooth operation of guest services, concierge and
uniformed services/transportation in an attentive, friendly, efficient and
courteous manner, providing all guests with quality service prior to and
throughout their stay, while maximizing room revenue and occupancy.
The Mills House Wyndham Grand is located in the heart of historic Charleston, South Carolina. Opened in 1853, our guests experience the ultimate in southern charm. Close to the Museum Mile and many historic downtown sights, we are a full service hotel with warm hospitality and friendly services.
Duties & Job Functions
· Respond to all
guests’ requests, problems, complaints and/or accidents presented at the front
desk or through reservations, comment cards, letters and/or phone calls, in an
attentive, courteous and efficient manner.
Follow up to ensure guest satisfaction.
· Motivate and develop
guest services associates according to Wyndham S.O.P.'s.
· Manage the
interviewing process of candidates for guest services positions and follow
standards for hiring approvals.
· Write and deliver
associate performance reviews in accordance with Wyndham standards.
· Maximize room revenue
and occupancy by reviewing status daily.
Analyze rate variance, monitor credit report and maintain close
observation of daily house count.
Monitor selling status of house daily, i.e. flash report, allowances,
· Attend daily and
monthly rooms meetings.
· Participate in
required M.O.D. program as scheduled.
· Work at front desk,
concierge, and bell desk as appropriate.
· Ensure that no-show
revenue is maximized through consistent and accurate billing.
· Maintain a
professional working relationship and promote open lines of communication with
managers, associates and other departments.
· Work closely with accounting
on follow-up items, i.e., returned checks, rejected credit cards, associate
· Operate all aspects
of the guest services computer system, including software maintenance, report
generation and analysis, and simple programming.
· Monitor proper
operation of the P.B.X. console and ensure that associates maintain Wyndham SOP's
in its use.