Job Description

Scope of Position

The Guest Services Manager - Overnight position must anticipate guests’ needs and deliver service beyond our customer’s expectation while balancing multiple tasks and processing information in a timely manner. The position reports to the Director of Guest Services and has an immediate impact on our guests’ experience, which directly influences room revenue potential and our guest’s experience on a day-to-day basis. The position’s primary function is to provide management and leadership to the Guest Services Representatives, Concierge, Bell/Door and Operator. The position directly oversees (along with the other GSM’s), GSR hiring, on boarding, training as well as 30 day and annual evaluations. The position takes an interactive role in the one-on-one training of each GSR, maintaining records of standards and guidelines.

Schedule Requirements

Schedule will vary based on business needs; the operation is 24 hours a day, 7 days a week, however the schedule will mainly consist of overnight hours of operation.

Key Responsibilities

Responsible for practicing, managing, and promoting Seaport’s Mission and Values so that it becomes an intricate part of the everyday operation

Be an active member and contributor to the hotel and departmental Quality Plans

Manages the overnight shift, customer interactions and coaches and counsels team members

While on property the position will be required to spend at least a third of each day with the team engaged in leading by example as a service provider.

Acts as the key contact for the hotel overnight including during emergency situations.

Develops solutions to guest feedback that anticipates and satisfies the guest’s needs and falls within the hotel’s service and financial obligations

Supports demand periods of check-in and check-out with the Guest Services Staff

Monitor and follow through to resolve guest comments received from the Medallia Survey System

Anticipate the business need of our customers, from all market segments with detailed analysis of resumes and sharing that with the team daily.

Review the Reception work nightly, ensuring that the financial integrity of the work performed falls within standards.

Performs administrative duties including scheduling, processing payroll, maintaining accurate employee records and completing and administering performance evaluations.

Communicates noteworthy activities nightly to the hotel management team utilizing the prescribed communication methods.

Implements training procedures for Opera Systems and Customer Service Skills

Develops and implements training tools to ensure GSRs meet criteria (this process will include the development of training manuals and daily checklists)

Completes any duties and projects assigned by Department Head

Required Job Knowledge

Outstanding Customer Service and communication skills required

Strong computer skills and communication systems experience preferred

Full understanding of all Guest Services disciplines (Reception, Communication Center, Bell/Door, Night Audit, and Concierge)

Previous training delivery experience a plus

Proven management and leadership skills

Strong problem solving and decision-making skills

Ability to perform multi-tasks during high volume periods

Ability to stand for long periods

Qualifications

Bachelor’s degree or equivalent experience

At least one year of supervisory or management experience

At least two years’ experience in a hotel with prior front office experience preferred

This job description in no way states or implies that these are the only duties to be performed by the person occupying this position. The person in this position will be required to perform any other job-related duties assigned by their supervisor.

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