Guest Services Manager - Casino jobs in Temple, TX

Tru by Hilton Bryan/College Station
Guest Services Manager Job Description

General Summary

Responsible for supporting all aspects of the guest experience including but not limited to guest services, night audit, and housekeeping to ensure financial success, providing our team a great welcoming place to work and grow, and provide our guests an exceptional hospitality experience. The Guest Services Manager assists the GM in the day-to-day operations and serves as the acting Manager on Duty in the GM’s absence. On the occasion a team member isn’t able to work their scheduled shift and no one is able to cover for them, the Guest Services Manager is first in line to work the shift. The Guest Services Manager observes the GM on a daily basis to learn, understand, and execute all management functions. Regular attendance in conformance with the standards is essential to the successful performance of this position.

Duties and Responsibilities

People:

• Create and maintain a strong team with great cohesiveness.
• Under the direction of the GM, effectively train, and hold accountable the entire staff of the hotel. Hire without any discrimination or bias.
• Understand and execute company’s coaching and disciplinary policies, to ensure that both Brand and Company standards are met at all times.
• If a team member isn’t able to work their scheduled shift and no one is able to cover for them, the Guest Services Manager is first in line to work the shift.
• Lead by example to maintain a positive work environment.

Sales:

• Assist in selling the hotel and driving financial success each day.
• Complete clerical sales tasks as requested by GM.

Operations:

• Deliver a consistently clean and well-maintained hotel.
• Drive improvement in guest satisfaction goals. Collaborate with hotel team members to establish and implement services and programs that meet or exceed guest expectations.
• Interact with guests, solicit feedback and build relationships. Effectively respond to guests regarding service challenges.
• Work with GM to achieve Brand and Company goals (daily, monthly, and annually).
• Ensure a safe and secure environment for guests, team members and hotel assets in compliance with hotel’s policies and procedures and regulatory requirements. This includes on-going hotel inspections and maintaining records to Brand and Company standards.

Job Requirements

Education/Experience

Two to three years’ hotel or other highly relevant hospitality experience and/or hospitality degree from an accredited university. Same brand experience is preferred.

Knowledge, Skills and Ability

• Must have excellent verbal and written communication skills including developing and maintaining client relations and networking.
• Must have interpersonal skills and commitment to internal customer service standards.
• Must be organized and have great time management skills.
• Must be able to multi-task, a self-starter, and have the ability to apply appropriate resolution to stressful situations.
• Must have strong computer skills and be able to operate the Property Management System (OnQ).
• Must be capable of performing all hourly functions and operating all equipment in hotel.
• Must be able to work all shifts and be flexible in the amount of hours worked.