Guest Services Manager - SpringHill Suites - The Yarrow Group

ABOUT US

The Yarrow Group is a collection of independently spirited and branded hotels focused on remarkable hospitality™. We see every day as an opportunity to enrich the lives of our employees, guests, and communities. Our vision, mission, values and commitments are at the core of every decision we make and every person we hire. No heroes, no egos–just a diverse group of individuals with solid relationships built on a foundation of trust that honors our employees, guests, and investors.

OUR VALUES

We Engage and We Listen

We Care and We Own

We Provide and We Ensure

We Appreciate and We have Fun

JOB OVERVIEW:  As the Guest Service Manager, you are responsible for all aspects of the front desk operations, including: reservations, check-ins, check-outs, upgrades, room moves, billing, and guest follow-up. You must maintain high standards in all aspects of internal and external service and embrace the Yarrow Group service culture. You will oversee the front desk team. You are responsible for providing support and ongoing training to build the skills and knowledge of your team. You must ensure you and your team members maximize the guest experience by achieving all service standards, maintaining consistent quality of service, exceeding expectations, and efficiently completing departmental objectives.   

ESSENTIAL JOB FUNCTIONS:

• Closely monitor front desk operations including: reservations, check-ins, check-outs, upgrades, room moves, billing, and guest follow-up 
• Manage front desk team, including, scheduling/breaks, training, performance management, hiring, termination 
• Create weekly staffing schedule per guidelines in the Employee Policy Guide. Review and adjust staffing daily to ensure optimum staffing levels 
• Adhere to staffing and budget guidelines 
• Assist in budgeting and monthly planning 
• Ensure all service standards are met and adhered to. Remain calm and alert, and resolve guest complaints within guidelines. Protect guest sentiment by representing and promoting the hotel and dealing positively with the public. Follow the LEARN model 
• Work seamlessly and communicate clearly cross-functionally 
• Promptly answers the telephone and email inquiries from internal and external communication streams. Inputs messages into the computer and advises other associates of special guest needs. Retrieves messages and communicates the content to the guest. Retrieves mail, packages and facsimiles or other special items for customers as requested 
• Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Makes appropriate selection of rooms based on guest needs. Codes electronic keys. Non-verbally confirm the room number and rate. Promotes and administers Hotel Marketing programs, for arriving guests. Ensures guest knows location of room. Provides welcome packet containing room keys, tokens of our appreciation, gifts, etc. to guest 
• Monitor guest accounts and room inventory  
• Educated and familiar with local and area recreational, dining, and cultural activities and attractions 
• Aligned with the culture, values, goals and human resource programs of the Yarrow Group Brand  
• Maintain a professional appearance and attitude at all times 
• Comfortable using Property Management Systems and other pertinent software as assigned 
• Greets customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such on outlet hours, special VIP programs, events, etc. 
• Oversee operation, inventory, and pricing at Lobby Market retail shop 
• Assist in development and implementation of best practices, policies and procedures for Front Desk team  
• Maintain a clean, neat and organized workstation and lobby area 
• Maintain personal bank, house bank and operate cash register without error 

• Complete miscellaneous tasks as assigned 

Requirements

ESSENTIAL QUALIFICATIONS 

• Must have minimum of three-years front desk experience 
• Strong background of supervisory experience 
• Possess excellent verbal and written communication skills 
• Proven track record resolving guest problems and expediting solutions 
• Understand daily hotel operations and systems 
• Must read, write and speak the English language. Bi-lingual Spanish preferred 
• Flexible schedule during high business volume  

PHYSICAL DEMANDS & WORK ENVIRONMENT 

The physical demands & work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this job, the employee is regularly required to stand; use hands to finger, handle, or feel; reach with hands and arms; talk or hear; and taste or smell. The employee frequently is required to walk and climb or balance. The employee is occasionally required to sit and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. 

Benefits

Compensation based upon experience, Medical, dental and vision insurance, 401k with company match, Generous PTO program

• Paid Time Off (Vacation, Sick & Public Holidays)
• Health Care Plan (Medical, Dental & Vision)
• Short Term & Long Term Disability
• Wellness Resources
• Life Insurance (Basic, Voluntary & AD&D)
• Retirement Plan (401k, IRA)
• Training & Development