Guest Services Manager

Description

Oversees all guest operations, including front desk and bell staff to ensure quality and guest satisfaction. Good through knowledge of property management software (PMS) or hotel reservation software. Works closely with the Guest Service Operations Manager and night audit staff to ensure maximum front office efficiency.

Williamsburg Lodge offers an unexpected blend of modern luxury and southern charm. From a day spent at the spa to time on the golf course and everything in between, Williamsburg Lodge offers a relaxing retreat in the heart of historic Williamsburg. Inspired events happen here. With over 45,000 square feet of indoor meeting and event space, the Williamsburg Lodge is the most versatile location for corporate meetings, conference groups, family reunions, weddings, and more in Williamsburg.

• Manage and monitor activities of all employees in the Front Office department making sure they adhere the standards of excellence and to the guidelines set in the employee handbook, hotel policies and procedures, coaching, training and correcting where needed.
• Maintain a professional and high quality service oriented environment at all times.
• Act as manager on duty for the hotel, dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise.
• Informs all Front Office staff of daily activities, group and VIP arrivals as well as special requests and repeat guests. Check accommodations, making sure any special requests are carried out accordingly, greet guests upon arrival and ensure escort to accommodations if appropriate.
• Undertake full responsibility for Scheduling and Payroll of the department.
• Complete weekly supply inventories to ensure adequate parts as well as complete rate discrepancy report and make needed changes.
• Block/assign applicable arrivals for the following day and peak demand periods; i.e. V.I.P.'s, Special Requests, etc., and prepare group information sheets.
• Work closely with the Housekeeping Department to improve guest services and foster cross departmental communications.
• Coordinate daily activities with front office team on a daily basis.
• Be aware and able to enforce all fire-life-safety procedures. Remain current in all updates with regards to new procedures and training. Ensure staff is fully trained in emergency procedures. This position is a member of the hotel's emergency response team.
• Responsible for supervision and training of all Front Office employees including but not limited to Management Trainees, Concierge, Bell and Door staff, and Lobby Ambassador/Volunteers.

QUALIFICATIONS:

• An associate degree in hotel management or related field or equivalent experience and 3 to 4 years of hotel Front Office experience, including at least 3 years as a supervisor.
• Preferred: Graduate of a hotel school or 5 years experience in a related field; 5 years of supervisory experience.
• Excellent communication and customer service skills; both verbal and written.
• Good computer knowledge
• Must be able to work all shifts, to include days, evenings, weekends, Sundays, and holidays.
• High school diploma or general education degree
• Preferred: Managers may be driving company vehicles and must be 21 years of age and hold a valid driver's license. Final candidates are to present in person to the Colonial Williamsburg Foundation Employment Office a valid driver's license and an original Motor Vehicle Record transcript (MVR). The MVR is to be no older than 30 days, issued by the same state as the driver’s license, and must cover the past seven years. New residents must obtain a Virginia driver’s license within 30 days.