Guest Services Manager
The Westin Hilton Head Island Resort & Spa
The Guest Services Manager serves as a dedicated point of contact for notable guests and a lynchpin for branded and personalized service delivery throughout the property. This position will act as the lead liaison for interactions with our Platinum and VIP guests. The Guest Services Manager is responsible for building a proactive, personal relationship with as many guests as possible and for engaging teams throughout the hotel to ensure the guests’ unique expectations are exceeded through redefined customer experience. The Guest Services Manager is there not only to meet the logistical and practical needs of a particular trip persona, but to address the wellness needs of the individuals, helping each guest to be at their best while traveling. The Guest Services Manager is empowered to use their discretion and good judgment to make decisions that affect their guests and our company, and is authorized to enlist, recognize, and provide training or feedback to others in the property (both guest contact and non-guest contact positions). An important part of the mission is to elevate the culture of service and infuse wellbeing into service delivery throughout the hotel. Other: Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment. Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required. Upon employment, all employees are required to fully comply with Starwood rules and regulations for the safe and effective operation of the hotel’s facilities. Employees who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment. SUPPORTIVE FUNCTIONS In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel, and participate in and attend all meetings in absence of director. • Update all relevant information pertaining to events in the hotel on a regular basis and communicate those changes to the line employees quickly and effectively. SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities. • Must be able to speak, read, write and understand the primary language(s) used in the workplace. • Must be able to read and write to facilitate the communication process. • Requires good communication skills, both verbal and written. • Must possess basic computational ability. • Must possess basic computer skills. • Knowledge of all aspects of front desk operations, including check-in and check-out, settlement, award programs, handling guest requests and complaints. • Ability to communicate with others and inform line employee of hotel and departmental goals and objectives, motivate self and staff to achieve those goals, respond to guest requests and business volume quickly and efficiently. • Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations, including, but not limited to the following statutes and their comparable state and local laws (where applicable): Title VII, ADEA, Equal Pay Act, Pregnancy Discrimination Act, FLSA, ADA, OSHA, FMLA, and NLRA. Physical Demands • Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems. • Must be able to stand and exert well-paced mobility for up to 4 hours in length. • Position requires walking and giving direction most of the working day. Length of time of these tasks may vary from day to day and task to task. • Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis. • 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 subordinates. • 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 have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, electric typewriter, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed.
High school or equivalent education required. Bachelor’s Degree preferred.
Minimum of two years experience in hotel industry in a hotel environment. Minimum of one year supervisory and/or management experience. Previous front office experience beneficial.
Licenses or Certificates
Ability to obtain and/or maintain any government required licenses, certificates or permits.
All employees must maintain a neat, clean and well-groomed appearance per Starwood standards.
This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.
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