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61EA9718043D839A
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Property Name
Bedford Springs Resort
Job Title
Guest Services Manager
Location
Pennsylvania-Central/Johnstown
City
Bedford
Management Position
Yes
Bonus Pay
No
Accommodation
No
Industry
Hotel/Resort
Position Categories
Rooms - Front Office/Guest Services

Job Description

Bedford Springs Resort

Join our award-winning team of associates at the luxurious and exquisite Omni Bedford Springs Resort. More than just a sought-after destination for travelers worldwide, the Bedford Springs Resort flawlessly combines a rich history and historic charm with all of the modern conveniences one would expect from a four-diamond hotel property. After undergoing a $120 million restoration in 2007, the Omni Bedford Springs Resort offers unparalleled service and amenities to thousands of travelers each year.

Our Omni Bedford Springs associates enjoy a dynamic and exciting work environment, comprehensive training and mentoring, along with the pride that comes from working for a company with a reputation for exceptional service. We embody a culture of respect, gratitude and empowerment day in and day out. If you are a friendly, motivated person, with a passion to serve others, the Omni Bedford Springs Resort may be your perfect match.

Job Description

The Guest Services Manager is responsible for maintaining the highest levels of customer service at four-diamond standards to all resort guests during the arrival and departure process at the Omni Bedford Springs Resort & Spa through training, guest service recovery and adherence to established department and resort SOPs, associate handbook and Omni policies and best practices.

Responsibilities
  • Responds to all guest requests appropriately and remains alert, courteous, and helpful to guests and fellow associates at all times.
  • Greet guests immediately, pleasantly and with undivided attention.
  • Act as leader of Guest Services, such as by communicating needed tasks to next available Guest Service Agent and ensure that tasks are being completed in an efficient manner.
  • Communicate needs or concerns (i.e. equipment, scheduling suggestions, etc) to management team.
  • Communicate daily with previous and incoming shifts (Managers, PBX, Night Runner/Audit, etc)
  • Help coordinate hiring and training of new associates
  • Schedule Guest Services department members on a weekly basis; Manage labor and expenses appropriately.
  • Work with Golf Department to handle guests’ golf clubs during arrival and departure
  • Attend weekly resume meetings and communicate information regarding groups to team
  • Follow all Loss Prevention procedures regarding guest property; absolute respect and safety for guest and company property should always be exercised.
  • Ensure that bell stand/front drive and bell closet areas are clean and organized; that associates are posted with no inappropriate behavior occurring and that valet tickets and water cooler are well stocked.
  • Keeping track of any guest issues that may be brought to their attention and offering compensation when necessary and passing along relevant information to front desk staff.
  • Reports to work on time and according to posted schedule; follows procedures for clocking in and out, completion of time edit sheets, and PTO request forms, if applicable.
  • Must be able to push and pull large bell carts along with lifting heavy luggage in and out of vehicles. Must be able to stand for long periods of time.

HOTEL SPECIFIC FUNCTIONS:

  • Cross-training in and communication with PBX, Concierge, front desk, Guest Services
  • Guest Services Manager will over see all Guest servicers operations, bell, valet and concierge

MARGINAL FUNCTIONS:

  • Respond to any reasonable task as assigned by supervisor or manager.
  • Assist in other departments as needed
  • Lead monthly departmental meetings

TOOLS/EQUIPMENT:

  • Radio and earpiece (ensuring they are properly charged and maintained)
  • Pen/pencil
  • Valet tags/luggage tags
  • Bell carts, hand trolleys
  • Polaris Ranger/golf carts
  • Guest vehicles
  • Computer/printer/fax machine
  • Telephone
Qualifications
  • High School graduate or equivalent
  • Must have a clean driving record; preferred experience driving stick/manual vehicles
  • Must be 21 years of age or older
  • General computer proficiency; ability to learn hotel computer programs, Microsoft Word & Excel
  • Preferred experience or education in hospitality or the service industry
  • Excellent communication skills
  • Ability to act as an effective leader
  • Ability to stand for long periods of time and to work in all types of weather
 

Job Requirements

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristics protected by law. The following link provides more information regarding the Federal laws prohibiting discrimination in employment: EEO is the Law - Notice of Applicant Rights Under the Law

If you are interested in applying for employment with Omni Hotels & Resorts and need special assistance to apply for a posted position, please send an email to applicationassistance@omnihotels.com.

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