Guest Services Manager - Holiday Inn Dulles
Company: HOLIDAY INN DULLES
Location: Sterling
Posted on: January 19, 2023
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Job Description:
B. F. Saul Company Hospitality Group is a subsidiary of the
largest private real estate company in the Washington, D.C. area,
and has been in operation for over 130 years. The Hospitality Group
operates a portfolio of more than 20 business class hotels with top
brands from Intercontinental Hotel Groups, Marriott International,
Hilton, and Best Western Hotels: along with The Watermark Hotel,
The Hay-Adams Hotel, and Perch Putt. These properties are operated
by a team of more than 1,000 enthusiastic hospitality
professionals!
This position as a Guest Service Manager is responsible for
ensuring outstanding guest service and effective operations of the
front desk. Uses leadership skills to drive revenue, maximize
profit and ensure quality. Effective management of assigned staff
to ensure guest satisfaction, positive team member relations and
achievement of overall financial results.
B. F. Saul Company Hospitality Group invites you to take your
career to the next level! As a leading Owner and Management Company
in the Hospitality Industry, our commitment to our team is in our
One Team! values. Our integrated approach in obtaining top talent
ensures key players who are committed to their professional and
personal development represent our hotels, have a sound
understanding of the industry, and possess significant attributes
to enhance our culture. Joining our team says you are committed to
guest satisfaction and promise to uphold the highest level of
integrity.
Responsibilities
-Guest Service: Accountable for guest satisfaction by ensuring
service standards are met and guests' needs and concerns are
responded to in a timely manner with a focus on service recovery
when applicable. Works side by side with staff to train and model
appropriate guest service standards. Responsible for holding staff
members accountable for anticipating needs and exceeding guest
expectations. Achieves business revenue goals by developing and
implementing creative service programs designed to increase guest
satisfaction.
-Financial Results and Cost Control: Responsible for management of
expenses to maximize hotel profitability. Responsible for effective
labor management through proper scheduling, monitoring, and
adjusting based on business needs. Seeks and implements cost saving
measures and efficient purchasing strategies in order to
meet/exceed budget for expenses. Follows B. F. Saul Company
Hospitality Group procurement guidelines and applies good business
judgment. Assists with the preparation and management of the
department budget. Manages and maintains company assets to stay
within budget guidelines and prolong the life of company resources.
Uses expertise to advise and implement changes to front desk
operations as needed, while maximizing revenue and occupancy.
-People Management and Training: Responsible for evaluating staff
performance and takes appropriate corrective action as needed to
hold team members accountable. Motivates staff by setting goals,
providing ongoing feedback, and rewarding/recognizing team members.
Responsible for interviewing, hiring, coaching, and development of
all team members. Responsible for all required training for
department team members and ensuring training records are
maintained. Analyzes quality issues, identifies training needs and
ensures implementation to improve results. Utilizes available
resources and adheres to B. F. Saul Company Hospitality
Grouptraining policies. Promotes collaboration and positive,
professional work environment.
-Self/Workload Management: Attends all daily, weekly and/or monthly
department/hotel meetings to ensure proper communication/planning
occurs. Responsible for all front desk initiatives. Must have high
attention to detail, good communication skills and leadership
ability. Must have excellent organization skills, a high degree of
creativity to facilitate efficient problem solving. Must be able to
manage multiple priorities and work in an environment with frequent
interruptions and tight deadlines Adheres to all B. F. Saul Company
Hospitality Group Standard Operating Procedures.
-Safety/Risk Management: Conduct routine inspections of front desk
operations to maintain standards per B. F. Saul Company Hospitality
Group, local, state and federal regulations. Ensures a clean and
safe work environment, and follows all B. F. Saul Company
Hospitality Group procedures for guest/team member incidents.
Qualifications
-Education:High school diploma or GED required, college degree or
equivalent experience preferred.
-Experience/Knowledge/Skills/Abilities:2+ years of customer service
and 1+ years supervisory/management experience required. Must be
detail oriented, have ability to communicate well with all levels
within and outside the organization, and be able to problem-solve
with team members and guests. Must be able to manage multiple
priorities in a fast-paced environment. Demonstrates clear written
and verbal communication skills.
-Physical:Ability to lift, push or pull up to 75 pounds on an
occasional basis.
#oneteam
B. F. Saul Company Hospitality Group is proud to be an equal
opportunity workplace dedicated to pursuing and hiring diverse
professionals.
Equal Opportunity Employer/Veterans/Disabled
PI201566920
Keywords: HOLIDAY INN DULLES, Sterling , Guest Services Manager - Holiday Inn Dulles, Executive , Sterling, Virginia
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