Guest Services Manager

  • Omni Hotels
  • Austin, TX, USA
  • Feb 13, 2019
Hospitality / Restaurant / Food Service Management

Job Description

Overview

Barton Creek Resort & Spa

Barton Creek Resort & Spa's success is due to its dedicated, intelligent and self-motivated family of associates who work together to maintain the company's trademark high standards. If you would like to be a part of an environment where teamwork is emphasized and individual excellence is encouraged then this is the place for you.

Omni Barton Creek Resort and Spa's associates enjoy a dynamic and exciting work environment, comprehensive training and mentoring, along with the pride that comes from working for a company with a reputation for exceptional service. We embody a culture of respect, gratitude and empowerment day in and day out. If you are a friendly, motivated person, with a passion to serve others, the Omni Barton Creek may be your perfect match.

Job Description

Provides direct supervision and development of Guest Services and Transportation Departments

Responsibilities

  • Manage day to day operations including valet, bellmen, transportation and vehicle fleet.
  • Ensure that all arriving and departing guests are treated with maximum courtesy and are served expeditiously.
  • Maintain continuous liaison with management, Reservations, Front Office and Housekeeping staff.
  • Oversee and ensure facilitation of delivering group amenities are completed timely to ensure guest satisfaction.
  • Maintain consistent presence during the peak arrival and departure time (i.e. interacting with the guests while they are waiting in the line).
  • Be available to provide directional assistance to conference attendees/guests between meetings and function breaks.
  • Conduct daily walk through inspections of front drive lobby and public space. Report problems as needed.
  • Communicate information to staff regarding trends and concerns as they relate to various departments.
  • Be available to respond to any guest concerns or emergencies that may arise hotel-wide. Provide thorough follow up to guest requests and service deficiencies.
  • Ensure data provided in ResortSuite is accurate and user friendly.
  • Oversee staff scheduling to ensure proper coverage to meet business demands and forecast labor.
  • Oversee department budget.
  • Responsible for interviewing, hiring, and training department staff.
  • Oversee planning, assigning, and directing work, conducting performance appraisals and all aspects of performance management for staff.
  • Administer payroll for staff ensuring associates are paid accurately.
  • Demonstrate and maintain 4-Diamond standards of service and on a daily basis.
  • Follow all company policies and procedures, including hotel key policies.
  • Attend company training as required.
  • Assist in leading monthly department meetings.
  • Champion the Power of One/Omni culture.
  • Strive to improve Medallia scores.


Qualifications

Qualifications:
  • Minimum 3 years experience in hotel bell desk and transportation is required. Minimum 1 year supervisory experience is also required.
  • Must demonstrate strong leadership skills and a high propensity for customer service.
  • Willingness to work extended hours when needed, depending on business demands.
  • Willingness to work in various weather conditions.
  • May require working overnight shift.
  • Must be 21 years of age or older.
  • Must possess a valid Texas driver license and be able to pass a Motor Vehicle Report.
  • Must be able to pass a pre-employment specimen test.
Physical Requirements:
  • Ability to stand for the duration of an entire shift.
  • Ability to walk, run, bend, push, pull and lift moderate to heavy weight.
  • Ability to run 200+ yards to retrieve valet car.
Working Environment:
  • Interior and exterior of hotel and exposure to weather conditions.
Tools & Equipment:
  • Bell Stand and luggage carts
  • Brass Polish and General Cleaning Products
  • Valet tickets
  • Radio
  • Golf Carts

Omni Hotels & Resorts is an equal opportunity/AA/Disability/Veteran employer. The EEO is the Law poster and its supplement are available using the following links: EEOC is the Law Poster and the following link is the OFCCP's Pay Transparency Nondiscrimination policy statement

If you are interested in applying for employment with Omni Hotels & Resorts and need special assistance to apply for a posted position, please send an email to applicationassistance@omnihotels.com .