The Guest Services Manager position must anticipate guests’ needs and deliver service beyond our customer’s expectation while balancing multiple tasks and processing information in a timely manner. The position reports to the Director of Guest Services and has an immediate impact on our guests’ experience, which directly influences room revenue potential and our guest’s experience on a day-to-day basis.  The position’s primary function is to provide management and leadership to the Guest Services Representatives, Concierge, Bell/Door and Operator.  The position directly oversees (along with the other GSM’s), GSR hiring, on boarding, training as well as 30 day and annual evaluations.  The position takes an interactive role in the one-on-one training of each GSR, maintaining records of standards and guidelines.

Responsible for practicing, managing and promoting Seaport’s Mission and Values so that it becomes an intricate part of the everyday operation

Be an active member and contributor to the hotel and departmental Quality Plans

Manages the scheduled shift, customer interactions and coaches and counsels team members

While on property the position will be required to spend at least a third of each day with the team engaged in leading by example as a service provider.

Acts as the key contact for the hotel including during emergency situations.

Develops solutions to guest feedback that anticipates and satisfies the guest’s needs and falls within the hotel’s service and financial obligations

Supports demand periods of check-in and check-out with the Guest Services Staff

Monitor and follow through to resolve guest comments received from the Medallia Survey System

Anticipate the business need of our customers, from all market segments with detailed analysis of resumes and sharing that with the team daily.

Performs administrative duties including scheduling, processing payroll, maintaining accurate employee records, and completing and administering performance evaluations.

Communicates noteworthy activities to the hotel management team utilizing the prescribed communication methods.

Implements training procedures for Opera Systems and Customer Service Skills

Develops and implements training tools to ensure GSRs meet criteria (this process will include the development of training manuals and daily checklists)

Completes any duties and projects assigned by Department Head

Required Job Knowledge

Outstanding Customer Service and communication skills required

Strong computer skills and communication systems experience preferred

Full understanding of all Guest Services disciplines (Reception, Communication Center, Bell/Door, Night Audit, and Concierge)

Previous training delivery experience a plus

Proven management and leadership skills

Strong problem solving and decision-making skills

Ability to perform multi-tasks during high volume periods

Ability to stand for long periods

Qualifications

Bachelor’s degree or equivalent experience

At least one year of supervisory or management experience

At least two years’ experience in a hotel with prior front office experience preferred

Schedule Requirements

The operations of Seaport are 24 hours a day 7 days a week, inclusive of all holidays.  Therefore your schedule must be flexible to meet the needs of the business accordingly.  The schedule could potentially include overnight shift work as well.