At Your Service Manager

About the Role

Responsible for the successful functioning of the department, which majorly involves receiving and processing all in-house and outside telephone calls and requests professionally and correctly. This includes taking room service orders, receiving and processing requests for additional items, directions, correcting issues, and forwarding calls as necessary.

Key Responsibilities

• Manage day-to-day operations, ensuring quality, standards, and meeting customer expectations.
• Develop specific goals and plans to prioritize, organize, and accomplish work.
• Handle complaints, settle disputes, and resolve grievances and conflicts.
• Implement the customer recognition/service program.
• Track all guest issues and report results.
• Ensure guest requests/issues are logged.
• Oversee the financial aspects of the department, including purchasing and invoice payment.
• Provide services that exceed customer expectations for satisfaction and retention.
• Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and coaching.
• 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 prompt and complete resolution of guest calls and requests.
• Coordinate the process of receiving and resolving guest issues and requests.
• Utilize interpersonal and communication skills to lead, influence, and encourage others.
• Advocate sound financial/business decision-making.
• Demonstrate honesty and integrity, leading by example.
• Encourage and build mutual trust, respect, and cooperation among team members.
• Serve as a role model to demonstrate appropriate behaviors.
• Understand employee positions well enough to perform duties in their absence.
• Assist in the developmental needs of others, including coaching and mentoring.
• Assist in recruitment, hiring, training, and orientation of department personnel.
• Provide information to supervisors, co-workers, and subordinates.
• Analyze information and evaluate results to solve problems.
• Inform and update executives, peers, and subordinates on relevant information.
• Ensure all department equipment is in proper working condition.
• Maintain cleanliness of department areas and storerooms.
• Perform departmental administrative duties.
• Address complaints and serve as Manager on Duty as needed.
• Attend meetings (e.g., front office supervisor meetings, operations meetings, forecast meetings, monthly department meetings, sales strategy, pre-con meetings).

Requirements & Tech Stack

• Ensure agents’ information is thorough and up-to-date.
• Track all guest requests and issues to use as a process improvement tool.
• Strive to continually improve guest and employee satisfaction while maximizing the financial performance of the department.

Qualifications

• Education And Experience:
• High school diploma or GED; 2 years experience in guest services, front desk, or related professional area.
• OR
• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.