Guest Services Manager

· Approach all encounters with guests and employees in a friendly, service-oriented manner.

• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and name tag when working (per brand standards).
• Comply at all times with Margaritaville Beach Resort standards and regulations to encourage safe and efficient hotel operations.
• Maintain a friendly and warm demeanor at all times.
• Respond to all guest requests, problems, complaints and/or accidents presented at the Front Desk or through Reservations, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
• Motivate, coach, counsel and discipline all Guest Services personnel according to Aimbridge Hospitality S.O.P.’s.
• Ensure compliance to brand and company training, using the steps to effective training according to Aimbridge Hospitality standards.
• Prepare and conduct all Guest Services interviews and follow hiring procedures.
• Conduct all 90 day and annual Guest Service employee performance appraisals.
• Develop employee morale and ensure training of Guest Services personnel.
• Maximize room revenue and occupancy by reviewing status daily. Analyze rate efficiency, monitor credit report and maintain close observation of daily house count.
• Attend all required Rooms Merchandizing meetings with all appropriate reports and documentation necessary to establish select sell guidelines and implement appropriate restrictions.
• Supervise the Night Audit function and monitor the House Charge Worksheet and Flash Report for accuracy.
• Participate in required M.O.D. program as scheduled.
• Be responsible for developing a manager as assigned by the Corporate Office, including sign-off on all competencies and assist in his/her placement.
• Ensure all end of the month report dates are met, i.e., Central Reservations, Market Segment, AAdvantage, Travel Agent check registers, etc.
• Ensure that no-show revenue is maximized through consistent and accurate billing.
• Track, measure and evaluate team members performance to ensure achievement of performance goals and identify training and development opportunities.
• Ensure that grooming standards of the company is being adhered to at all times.
• Complete any other reasonable tasked assigned.