Guest Services Manager - Springhill Suites

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