Guest Services Manager
Comfort Suites Mt. Juliet
Mt. Juliet, TN US
Posted ago
Comfort Suites Mt. Juliet

Responsible for ensuring guest satisfaction and product quality standards are met in accordance with Company and Brand standards. Develop and achieve a friendly atmosphere of superior guest service and product quality. Orient and train front desk staff in departmental roles and functions. Displays exemplary performance for staff to follow. Responsible for the short and long-term planning and daily operation of the front office and related areas. Maintain professionalism at all times. Possess technical knowledge and aptitude.

Responsibilities

  • Promote the property through goodwill, courtesy, and a positive attitude.
  • Respond in a professional and courteous manner to arriving, departing, and in-house guests by providing accurate and timely information and services.
  • Respond to telephone and in-person inquiries regarding reservations, hotel information, and guest concerns.
  • Use suggestive selling techniques to sell room nights, increase occupancy and revenue.
  • Maintain current knowledge of the local area, attractions, and events.
  • Prepare work schedules to efficiently handle the business volume.
  • Monitor departmental personnel hours worked to prevent overtime.
  • A major portion of the workday will be spent working the front desk.
  • Be proficient in all front desk and guest service operations.
  • Act as a liaison between the front desk department and all other departments.
  • Recruit, train, and provide career development for front desk personnel.
  • Work with management in maximizing revenues, controlling payroll and department expenses within budgeted guidelines.
  • Cross Check all billing instructions are correctly updated
  • Perform interviews and contribute to hiring decisions of department staff.
  • Work closely with management to ensure that the communication among all departments is frequent and clear.
  • Prioritize and resolve escalated customer concerns and complaints.
  • Conduct frequent inspections of guest rooms and public areas to ensure quality in all areas.
  • Stock, oversee inventory control, and profitability of the sundries shop.
  • Fulfill Manager of Duty responsibilities as required.
  • Verify monies taken in against PMS reports, record appropriate transactions daily.

Qualifications

  • Professional appearance and grooming must be adhered to at all times.
  • Proficient with current technologies and software inclusive of business applications PMS, POS, MICROS (ERP a+), etc.
  • Excellent verbal and communication skills are required.
  • Proficient in English, Bi-lingual a plus.
  • Ability to attend and complete Brand training.
  • Self-starter with effective leadership skills.
  • Have an outgoing personality.
  • Maintain professionalism at all times.
  • Work a flexible schedule.
  • Be organized and work well in a fast-paced team environment.
  • Maintain professionalism at all times.
  • Stand for an extended period of time.
  • Move, lift, carry, push, pull, and place objects weighing less than or equal to 20 pounds without assistance. Reach overhead and below the knees, including bending, twisting, pulling, and stooping.
  • Brand Certifications required.
  • Two years experience in customer service preferred
  • 2 years of hospitality experience preferred.
  • High School Diploma or equivalent required; College Degree is preferred.

Compensation
$15 - $20 hourly
About Comfort Suites Mt. Juliet

Comfort Suites Mt. Juliet is a GOLD award-winning hotel and a franchisee of Choice Hotels International. The team here is a family and treats their guests as family as well. We strive for exceptional customer service and cleanliness so each guest experience is the best possible.

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