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Courtyard.io · 2 days ago

Guest Services Manager

Denver, CO

Full-time

Onsite

Entry, Mid Level

$55K/yr - $58K/yr

1+ years exp

Courtyard is a hospitality company seeking a Guest Services Manager to enhance guest satisfaction and operational efficiency. The role involves overseeing front desk operations, training staff, and ensuring compliance with service standards to deliver exemplary customer service.

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Responsibilities

Works with the hotel General Manager to achieve and exceed guest satisfaction scores in all areas of the hotel

Responsible for satisfaction scores for the front desk operations. Addresses any deficiencies in the area immediately

Works with the corporate training department to develop action plans as necessary to achieve expected guest satisfaction scores

Effectively trains guest service agents on proper front desk procedures

Recruits, interviews and selects, in conjunction with the General Manager, the most qualified candidates for front desk positions

May prepare weekly schedules for front office staff

Address performance deficiencies of front office staff through coaching and disciplinary actions

Complete performance evaluations for front office staff timely

May be responsible for posting weekly guest satisfaction scores for hotel associates to see and review

Ensures guest service agents are in compliance with clean, neat uniforms and name badges

Required reports are timely and of a quality that can be shared with corporate

Rates are accurate and monitored daily

Is proficient at managing inventory in the property management system

Frequently meets with and reviews work generated by the night auditor

Maintains regular attendance and is consistently on time

Maintains high standards of personal appearance and grooming, which include compliance with the dress code

Performs any other duties as requested by supervisor

Qualification

FOSSE experienceCustomer service skillsFinancial managementOrganizational supportProblem solvingDependabilityWorkplace respectOral communicationWritten communicationInitiative

Required

Bachelor's degree (B. A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals

Ability to write routine reports and correspondence

Ability to speak effectively before groups of customers or employees of organization

Ability to calculate figures and amounts such as discounts, interest, commissions, and percentages

Ability to interpret and perform basic computer functions. Knowledge of Outlook, Word, and Excel

FOSSE experience required

Maintains regular attendance and is consistently on time

Maintains high standards of personal appearance and grooming, which include compliance with the dress code

Observes and adheres to safety and security procedures, promoting a safe work environment

Ensures new hires complete new hire orientation

Can be relied upon regarding task completion and follow up

Ensures work responsibilities are covered when absent

Takes ownership of all work performed and communicated

Completes tasks on time or notifies appropriate person with an alternate plan

Organizes resources, performs tasks, and coordinates with other functions to most effectively and efficiently perform work responsibilities and accomplish objectives on a timely basis

Identifies and resolves problems in a timely manner, using intuition and experience to complement data

Gathers and analyzes information skillfully

Demonstrates knowledge of EEO policy and promotes a harassment-free environment

Shows respect and sensitivity for cultural differences

Able to build morale and group commitments to achieve goals and objectives

Practices attentive and active listening with all employees

Listens without interruption and gets clarification

Actively participates in meetings, contributing ideas to improve the company

Solicits customer feedback to improve service

Personally demonstrates a commitment to customer service by anticipating and responding promptly to guest needs

Monitors and controls labor costs

Seeks approval for overtime, if required