Wequassett Resort and Golf Club
  • Front Office
  • Chatham, MA, USA
  • Seasonal

Position: Guest Service Manager

Reports To: Front of House Manager

Job Summary: To work in conjunction with the Front office management team in directing and coordinating the day to day activities of the front desk toward the goal of providing professional, efficient, friendly and courteous service at all times.

Responsibilities

• Professionally and courteously handle guest concerns and complaints, informing the Front of House Manager of all guest problems and solutions.

• Act as a role model for the front desk staff by always setting a positive tone at the front desk, as well as by following policies and procedures.

• Represent the resort in the highest professional standards possible both on and off property.

• Participate in the prompt and courteous check in and check-out of guests.

• Energetically promote the Customer Intimacy Program by being a role model and encouraging the entire front desk staff and others to look for opportunities to impress our guests with Heroic Acts.

• Communicate effectively and professionally with all departments of the resort.

• Ensure that guest requests are met and communicated to the proper departments.

• Ensure that proper guest messages, mail and faxes are delivered efficiently and in accordance with the resort's policies and procedures.

• Ensure that the front desk inventory is up to par levels, organized and stocked with the necessary supplies. Inform the Front of House Manager of items needed by filling out an office supply requisition.

• Be knowledgeable of the property management system and insure that computer input including e mail addresses are accurate and in accordance with the resorts policies and procedures. This will be maintained through the use of daily audits.

• Be familiar with and follow the resort's emergency procedures and be prepared to handle an emergency if one arises.

• Provide for our guests quality personal service, attention to detail, quality communication and follow through toward the goal of maintaining a high Guest Satisfaction Index.

• Work in liaison with the reservations department to maximize occupancy, room revenue as well as guest satisfaction and be prepared to take reservations as required.

• Review all adjustments and/or room rate changes with the Front of House Manager

• Assist in the selling and managing of the resort's gift certificate program.

• Ensure that your daily shift work is accurate and your cashiers bank is counted each day. Assist front desk agents with their audits to insure accuracy.

• Work closely with the housekeeping department in communicating special guest requests and early arrival rooms.

• Ensure that bell services are always offered to our guests by the front desk staff.

• Attend weekly Front Office Manager's meeting prepared to discuss agenda items, problems, concerns and areas requiring attention.

• Ensure that proper telephone etiquette is used at all times and telephones are answered within three rings, using guest surnames and in accordance to the resort's guidelines.

• Assist the concierge when necessary to ensure proper guest service.

• Assist in managing front office programs dedicating yourself toward reaching this year's qualitative and quantitative goals.

• Other related duties as assigned.

Wequassett Resort and Golf Club
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