Guest Service Manager

Overview:

To oversee all operational areas related to the guest experience, including Bell Services, Front Door, Concierge, and Valet, while directly managing Guest Services functions and operations.

Responsibilities:

Conduct staff Training as needed.

Write out weekly department schedule.

Coordination of the front drive and transportation on the front drive.

Conduct payroll for associates in the department.

Manages full operations of bell, door and concierge staff.

Ensure that all arriving and departing guests are treated with maximum courtesy and are served expeditiously.

Maintain continuous liaison with management, Reservations desk and Housekeeping staff to guarantee that guests are receiving quality services that exceed their expectations.

Assist in the management of team members when the Guest Service Manager is not present.

Oversee team member training and development with emphasis on service levels provided.

Assist with the evaluation of team members’ performance.

Anticipate any guest service opportunities as they relate to seasonal or business changes.

Ensure that parking policies and procedures meet expectations and established standards while maximizing profitability and minimizing financial exposure.

Oversee activities directly related to providing parking-related services.

Plan, direct, and assist with special event activities, coordinating with other managers and directors as required.

Ensure proper grooming and appearance standards of all associates in accordance with established Omni guidelines.

Be present and working on the drive during peak business periods and events.

Assist with  the hiring, training, coaching/counseling processes to ensure that performance standards are met or exceeded

Monitor Labor on a daily basis.

Ensure the safety and security of all vehicles and keys at all times.

Respond to and resolve any guest or visitor complaints, vehicle claims and service discrepancies.

Oversee the claims management process and ensure compliance to company policies and procedures.

Ensure ongoing compliance to company safety programs and procedures.

Review resumes on a weekly basis to ensure staffing levels align with operational needs

Develop and oversee property-specific training to ensure that new employees are acclimated to their specific position and location/property.

Utilize controls and systems to ensure that the financial goals of the parking operations are met or surpassed.

Conduct daily shift briefings, and assist with the development of monthly department meetings. 

Ensure that parking areas/structures are clean, in good appearance, and maintained for the safe, efficient movement of all vehicles and pedestrians.

Other duties as assigned.

Qualifications: 

Must be able to stand and exert well-paced mobility for up to 4 hours in length. 

Must be able to lift up to 70lbs and push 250lbs. 

Must be able to exert well-paced ability in limited space. 

Must be able to bend, stoop, squat and stretch to fulfill lifting tasks. 

Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity. 

Talking and hearing occur continuously in the process of communicating with guests, supervisors and other employees. 

Vision occurs continuously with the most common visual functions being those of near vision and depth perception. 

Requires manual dexterity to use and operate all necessary equipment. 

Must be able to drive automatic and manual transmission. 

Must have and maintain a safe driving record as defined by Omni's policy. 

Must be willing to take and pass a drug screen and MVR background check.