Guest Service Manager

Full-Time

Overview:

To oversee all areas of operation relating to the guest experience for the Bell Stand, Front Door, and to manage Guest Services functions and directly.

Responsibilities:

• Ensure that all arriving and departing guests are treated with maximum courtesy and are served expeditiously.
• Maintain continuous liaison with Front Desk, and Housekeeping staff to guarantee that guests are receiving quality services that exceed their expectations.
• Be alert to potential problems and malfunctions of hospitality services and make on-the-spot corrections.
• Participate with other members of management in developing plans to deliver special services to selected targeted markets.
• Provide a "Welcome Call" to guests as required by local and company standard operating procedures.
• Be involved in resolution of as many guests' complaints as possible.
• Be familiar with Opera and Alice Concierge systems.
• Create and administer annual and probationary reviews for associates.
• Administer Associate Skill Certifications and other new hire paperwork.
• Train new associates and conduct re-training for tenured associates.
• Conduct MOS audits.
• Attend and contribute to all pertinent meetings.
• Meet monthly with associates for One-on-Ones.
• Interview and hire candidates according to Omni and hotel specifications.
• Maintain Management presence at the Front Desk, Front Drive, and Lobby areas to ensure SOP compliance and assist with overflow.
• Communicate to staff all future business demands.
• Evaluate and make action plans to improve Medallia scores.
• Create associate schedules ensuring the highest level of guest service while maintaining productivity.
• Ensure associates has adequate supply of uniforms, luggage tags, etc.
• Ensure that all guestroom drops are accurately delivered and charged correctly in a timely fashion.
• Be knowledgeable of corporate and hotel promotions and standards.
• Accept other duties as requested by management.
• All employees are required to fully comply with Omni rules and regulations for the safe and effective operation of the hotel’s facilities.

Qualifications:

• Must be 21 years old or older
• Must have a valid Texas Drivers License
• Must have a clean motor vehicle record
• Must be able to stand and exert well-paced mobility for up to 8 hours in length.
• Must be able to lift up to 70lbs and push 250lbs.
• Must be able to bend, stoop, squat and stretch to fulfill lifting tasks.

Omni Hotels & Resorts is an equal opportunity/AA/Disability/Veteran employer. The EEO is the Law poster is available using the following link:

EEOC is the Law Poster.

Omni Hotels & Resorts does not discriminate on the basis ofany protected category with respect to the payment of wages.

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.