About this role
Floridays Resort Orlando is looking for their next Guest Services Manager!
The ideal candidate will have effective management and direction of guest service operations about quality service, supervision of Team Members, guest service and recovery. Will direct, manage, and coordinate the activities of Team Members in guest registration, PBX services, night audit, in alignment with company standards to ensure guest satisfaction.
Ensuring Exceptional Customer Service
- Provides services that are above and beyond for customer satisfaction and retention.
- Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
- Serves as a role model to demonstrate appropriate behaviors.
- Sets a positive example for guest relations.
- Displays outstanding hospitality skills.
- Empowers employees to provide excellent customer service.
- Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
- Provides feedback to employees based on observation of service behaviors.
- Handles guest problems and complaints effectively.
- Interacts with guests to obtain feedback on product quality and service levels.
Monitoring and Supporting Progress toward Guest Services
- Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
- Develops specific goals and plans to prioritize, organize, and accomplish your work.
- Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
- Strives to improve service performance.
- Collaborates with the Operations Manager on ways to continually improve departmental service.
- Communicates a clear and consistent message regarding the Front Office goals to produce desired results.
- Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.
- Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
Job Requirements:
- 2-3 year experience as Front Office Manager in a hotel or resort of 300 plus rooms
- Be above the rest in service, lead others in creating memorable experiences
- The ability to ensure that hotel policies and brand standards are followed
- Excellent communication and problem-solving skills
- The skills and experience to lead a team to consistently deliver exceptional guest service
- Developing the leadership qualities of all staff
- Maintaining positive relationships with Team Member
Paramount Hospitality Management is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. Paramount Hospitality Management is a Drug-free Work Place.
Requirements
- Guest Services
- Team Leadership
- Conflict Resolution
- Customer Satisfaction
- Front Office Management
- Staff Coaching
- Operations Management
- Problem Solving
- Communication
- Hospitality Management
- Night Audit
- Guest Recovery
- Performance Management
- Quality Assurance
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