Guest Service Manager
AC Hotel Durham, Durham, NC
Who this job will appeal to
A Leader with a smile! Someone who absolutely LOVES people and is seeking to join a company that LOVES their associates!
- Medical / Dental / Vision
- Short Term Disability / Long Term Disability / Life Insurance
- 401k - 4% Match
- Paid Vacation Days / Paid Sick Days
- Company Travel Discounts
What you will be doing
The Guest Services Manager will be responsible for supporting all aspects of the operation
including guest and employee satisfaction, focused primarily on the Front Desk Operations:
following brand guidelines, being well-versed in Marriott Audits, driving guest service scores, follow
up on any guest issues. Assists the Assistant General Manager in leading the team in the
development and implementation of guest-facing strategies. Ensures implementation of the brand
service strategy and brand initiatives with the objective of meeting or exceeding guest expectations.
AVERAGE % OF TIME
40% Drive Guest Service Scores and create goals to maintain Green Zone 7 5%. Assist
in creating and maintaining incentive programs for the front desk to drive OSA T.
10% Accounting- Responsible for overseeing clean accounts and guest folios
including: Direct Bill Accounts, correct credit card processing Handling, cash
handling, monthly internal folios are balanced correctly, no-shows are being
40% Directly Manage Front Desk/ Guest Services. Actively train in all areas of AC
Hotels Marriott branded training and development tools.
10% Conduct/attend daily stand-up meetings, management meetings and other
meetings as required/ requested.
Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be
subject to disciplinary action, up to and including termination of employment.
Requirements include basic reading, writing and math skills. May be required to work nights, weekends, and/or holidays. This job requires the ability to perform the following: regularly required to talk, hear and interact with guests. Frequently is required to stand and use hands to finger, handle, or feel objects, tools, or controls. Occasionally required to walk, sit, and reach with hands and arms. frequently lift and/or move up to 10 pounds and stand for long periods of time.
May be required to work overnights and on-call MOD as needed or required. Must have open, 24/7 availability.
Education & Experience
Bachelor's degree from a four-year college or university; or equivalent combination of education and experience.
One to two years of related experience and/or training.