Guest Service Manager

Migis Hotel Group has an exciting opportunity to join our management team! Are you a highly motivated, hardworking, and reliable person who loves to work with people? Do you consider yourself a coach or a mentor instead of a manager? Do you want to work alongside a great group of colleagues in Southern Maine? If you are driven to succeed in a demanding yet rewarding environment? Then we would like to hear from you! Migis Hotel Group is now hiring a Full Time Guest Services Manager.
This position involves a high level of communication and interaction with guests ranging from selling reservations on the phone, reviewing policies, providing concierge service, check-in and check-out.
The Guest Services Manager is also responsible for training, scheduling, and managing Guest Services Agents.
Additional responsibilities include revenue management and other operator tasks.
Our ideal candidate is friendly and outgoing, dependable, confident, and enthusiastic about providing an exceptional level of service to our guests.
The Guest Services Manager is the embodiment of the Inn and the first impression of the property.
Location: Migis Hotel Group, Southern Maine location Hours: Full-time Compensation: $50K - $65K annual salary, depending on experience.
Start date: ASAP Benefits: PTO, 401k, health insurance, discounted stays and food & beverage at affiliated properties Experience: 3 years of previous hospitality experience preferred.
SUMMARY OF ESSENTIAL JOB FUNCTIONS: * Exemplify the industry best in guest service skills, refined communication & teamwork with others that provide services to our guests.
* Assist in setting and developing Front Desk standards and train all new staff to learn how to apply these standards.
* Provide Guest Services staff with on-going coaching / training.
Communicate policy changes and/or updates pertaining to hotel/restaurant operations.
* Develop guest-oriented services/information sources to support and foster the best possible guest experience.
* Assist GM and Guest Services Associates with the quick resolution of guest complaints creating a win-win situation when at all possible.
* Create and maintain staff schedules ensuring FD and Reservation coverage that meets the needs of our guests, while remaining on the labor budget agreed upon with the GM.
* Facilitate clear communication on accounting issues for the Night Auditor so they may be aware of one and reconcile them.
* Manage cash draw and ensure proper reporting from all associates.
* Manage the receiving of guest calls inquiring about room rates, availability and amenities.
* Maintain records as to how guests learn about The Inn to assist management in improving the target marketing.
* Ensure the sales of rooms, packages, and gift certificates are made according to company policies and procedures.
* Create and process seasonal mass mailings and email blasts.
* Notify Managing Partners and GM of reservation trends, property performance, and any other critical information.
* Maintain and keep guest database accurate and current.
Ensure any guests not wanting to be on mailing lists are coded accordingly.
* Create and distribute reports that detail guest information such as rooming lists, guest special requests, food concerns, amenities, etc to all appropriate departments.
Ensure action plans based upon are created and held accountable.
* Ensure all reservations have as much information listed as possible with detailed readable notes * Responsible for making sure all reservation deposits are taken and all confirmation letters are sent out.
* Maintain the prescribed reports so that the GM and Managing Partners may assess each months occupancy and booking pace.
* Work with Sales/Ops Manager to ensure the group reservations are blocked with correct rates and are assigned the appropriate room types * Review all folios and ensure billings are correct * Coordinate Group Sales and wedding functions in reservations allocating rooms to groups etc.
appropriately and according to rate and make sure all promised rooms are granted * Ensure that rates are being maintained and honored by all FD Clerks.
Follow-up to make sure bucket checks are done daily, by each shift.
* Audit all reservations to make sure all rooms are being sold at the correct rates and discounts are not being given without appropriate approval.
* Monitor public email account and answer or distribute emails accordingly