Guest Services Manager
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Job Description Summary:Join the Margaritaville Lake Resort, Lake Conroe | Houston and love where you work! It's the first Margaritaville in Texas and we welcome you to the one and only lake resort on Lake Conroe in Montgomery, Texas. Are you currently looking to work at an exciting new Resort? If so, this could be your opportunity!!
OUR CORE PURPOSE: Create and Deliver Fun and Escapism
Our team members are the best of the best. We hire energetic, committed people who have a genuine desire to take care of other people. Our team members approach their jobs as an opportunity to please and are dedicated to engaging with every guest, every time. We provide a fun and exciting environment to work and strive to ensure that you will Love Your Job!
1. Every Guest, Every Time
2. Foster a shared responsibility for the well-being of our staff, guests, and community
3. Act with integrity and respect
4. “It’s my job to be better than the best.”
For our full-time employees, we offer competitive and comprehensive medical, dental, life, disability, retirement and 401K benefits, on the job training, uniforms and recognition rewards. Enjoy our Employee Cafe and free on-site parking. Benchmark offers all team members discounts on travel, electronics, appliances, cell phones and service, rental cars, dining, movies, sporting events, theme parks and more. Hotel room discounts are available to employees and immediate family members at Benchmark properties.
The Guest Services Manager is responsible for the daily quality and accuracy of the work produced by the Front Office Staff. The highest standards of operation relating to guest satisfaction are to be maintained through the Assistant Front Office Manager in the overall operations of the Front Office.
QUALIFICATIONS: EDUCATION, KNOWLEDGE, TRAINING, & WORK EXPERIENCE
High school graduate or equivalent. Two years college education preferred. Two years front desk experience in a major resort. One year supervisory experience. Must be able to communicate effectively. Able to work well with guests to resolve problems in a positive manner. Knowledge of computers.
Control all guestroom allocations, ensuring that reservations are accurately recorded and monitored to ensure optimum occupancy and revenue is achieved. Responsible for assisting the Front Office Manager in hiring, firing and scheduling personnel within the Front Office. Supervise the performance, attendance, attitudes, appearance and conduct of the staff. Ensure that the procedures for guest check-in and check-out are maintained. Ensure all Service Standards are maintained in all areas of the Front Office Maintain an efficient system of communication between the Front Office and other departments, with particular regard to guests arrivals and departures. Cooperate with the Sales Department to ensure that the client room requirements are met and that the potential clients are shown representative rooms as required. Act as a group liaison for the Front Office. Act as group contact and handle the following: room blocking, arrivals (paying special attention to billing), departures and attending pre-con meetings. Follow-up on all VIP blocks and inspect room prior to arrival. Control and monitor blocks and additional blocking as needed, i.e. special requests, suites, etc. Inspect departure report daily, updating records as necessary. Review Housekeeping Report and rectify all discrepancies before end of shift. Review Room Revenue Report to ensure rates are correctly entered before close of day and perform nightly bucket check. Remain alert, courteous and helpful to the guests at all times.
Make service and profit improvement recommendations to the manager. Serve on the Emergency Response Team. Act as MOD as needed.
ENVIRONMENT: Office setting, with overhead lighting and comfortable ventilation.
PHYSICAL REQUIREMENTS (as required by OSHA and ADA – US only):
- Requires frequent standing and walking and occasional sitting.
- Requires occasional crouching, bending, pushing/pulling, and lifting/carrying of up to 50 lbs.
- Requires frequent manual dexterity, fine, and gross motor skills, and constant vision, and hearing
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.