Guest Services Manager / Front Desk Manager

 •  Wyndham Worldwide Austin, TX

Less than 5 years experience  •  Business Services

Salary depends on experience
Posted on 11/22/17
Less than 5 years experience
Business Services
Salary depends on experience
Posted on 11/22/17

Essential Job Functions
Responsibilities include, but are not limited to:

1. Responsible for overseeing the daily operation of the Guest Service Department: Foster and maintain positive relations with owners, guests, HOA and all operational departments; Provide superior guest service, assistance, and resolution via written, phone and direct face-to-face communication in response to guest related situations; Evaluate guest and associate survey data and develop processes to increase guest experience and associate satisfaction (30% time)
2. Maintain positive customer and associate relationships: Hire, train, motivate, recognize, coach and develop guest service associates through implementation of incentives and training plans; Ensure proper staffing and scheduling for maximum productivity; control payroll costs to achieve maximum profitability; Communicate priorities to staff through daily and weekly meetings (20% time)
3. Responsible for guest service expectations: Coordinate and verify guest reservation information; Manage strict room inventory to achieve highest possible room occupancy percentage; Manage guest accounts to ensure correct rates are being applied, appropriate rate authorization is obtained where necessary, and a method of payment is being received; Review incoming groups to ensure all blocking needs and front office requirements are met and relay information to appropriate staff (20% time)
4. Supports audit Standards: Own and manage the Internal Audit process; Ensure departmental compliance with Quality Assurance, Loss Prevention and safety standards procedures (15% time)
5. Manage and support all financial aspects of the department: Prepare annual department budget by indentifying areas of cost reductions, operational improvements, explanation of variances and analysis of expense data; Maintains cost control and appearance of retail inventory; other duties as assigned (10% time)
6. Performs other duties as needed. (5% time)

 Minimum Requirements and Qualifications

a) Education

• College degree preferred or equivalent training/experience

b) Training requirements
• Valid driver’s license
• CPR certification, or to be obtained within 6 month of hire

c) Knowledge and skills
• Understanding of resort financials
• Demonstrated ability to work under pressure
• Strong leadership skills with ability to coach, mentor, train and develop staff
• Excellent verbal and written communication skills
• Ability to accurately follow instructions, both verbally and written
• Ability to maintain confidential information
• Detail oriented

d) Technical Skills
• Working knowledge of various computer software programs
• Working knowledge of property management systems

e) Job experience
• Two to three years of management experience 3+ at Resort II III
• Three to five years hospitality customer service experience

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