At Your Service Manager

About the Role

Responsible for the successful functioning of the department. Major responsibility is to receive all in-house and outside telephone calls and process requests professionally and correctly, including taking room service orders, receiving and processing requests for additional items, providing directions, correcting issues and forwarding calls to appropriate areas when necessary. Accountable for tracking all guest requests and issues to use as a process improvement tool. Strives to continually improve guest and employee satisfaction while maximizing the financial performance of the department.

Responsibilities

• Manage day-to-day operations to ensure quality, standards and customer expectations are met daily.
• Develop specific goals and plans to prioritize, organize, and accomplish work.
• Handle complaints, settle disputes, resolve grievances and negotiate as required.
• Implement the customer recognition/service program and communicate the process to staff.
• Track and log all guest requests and issues from various sources and report results for follow-up and process improvement.
• Oversee financial aspects of the department including purchasing and payment of invoices.
• Provide services above and beyond for customer satisfaction and retention; identify trends in guest issues for resolution.
• Schedule and supervise staff to ensure prompt, friendly, and attentive service; supervise AYS agents and runners to ensure complete resolution of guest calls and requests; coordinate receiving and resolving guest issues and requests.
• Assist in recruitment, hiring, training, orientation, coaching and development of department personnel.
• Ensure department equipment is in proper working condition and that department areas and storerooms are clean; perform departmental administrative duties; serve as Manager on Duty as needed; attend relevant meetings.

Qualifications

• High school diploma or GED and 2 years' experience in guest services, front desk, or related professional area; OR a 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality