Guest Services Manager - Holiday Inn & Roberts Center

The Holiday Inn Roberts Centre in Wilmington, Ohio has an immediate opening for a Guest Service Manager. Ideal candidates have flexible availability, excellent customer service skills and the desire to provide an exceptional experience for our guests. 

Primary Responsibilities:

• Supervise Guest Service to ensure a continual level of outstanding customer service.
• Maintain established company policies and processes related to customer service techniques, proper identification and payments, up-selling, proper cleaning techniques etc.
• Review current day’s expected arrivals and VIP and special request reservations. Check status of departures and ensure proper processing occurs.
• Handle and respond to guest concerns and request in a timely manner. Ensure the accuracy and attainment of all guests’ interaction logs such as guests’ complaints, requests, etc. for excellent quality control.
• Maintain positive employee relations to include coaching, counseling, and on-going training and development.
• Oversee the scheduling of the Guest Service staff to ensure adequate staffing is in place keeping within budget restraints and established productivity standards.
• Demonstrates and promotes a safe and secure environment for guests, team members, and assets in compliance with workplace policies and procedures and regulatory requirements.
• Observes and secures associate compliance with procedures and methods.
• Work with General Manager to maximize Rooms inventory and use.
• Work with management to ensure that all supplies are ordered and stocked.
• Maintain key inventory and controls. Perform scheduled and unscheduled inspections.
• Participate in property’s selling and marketing efforts.
• Prepare requisite reports on a daily, weekly, monthly, and annual basis
• Compile daily revenue reports and send to appropriate parties.
• Work with General Manager to complete all daily and monthly accounting procedures.
• Works with all departments in professional and productive manner.
• Performs other duties as directed.

Required Skills and Experience:

• Knowledge of computerized hotel management systems.
• Excellent communication skills, both verbal and written.
• Leadership skills.
• Associate degree or equivalent education. Bachelor’s degree preferred.
• Previous experience in a hotel management/supervisory role required.

The Holiday Inn and Roberts Centre is managed by Columbus Hospitality Management, a company committed to providing quality service and memorable guest experiences in a positive and welcoming work environment. We are focused on supporting the needs of our team through our commitment to the family/work life balance and by providing development opportunities.

We are proud to be a Drug Free Workplace/EOE. All applicants will be required to submit to a background check prior to employment.