Hotel Front Desk Manager

Guest Service Manager

The Guest Service Manager leads a group of customer service representatives who provide and maintain the highest level of service to the customer using judgment and discretion.

Core duties include : supervising the day-to-day operations of the unit, leading and mentoring staff; providing orientation and training to lower-level representatives; providing input in hiring decisions and performance of workgroup; acting independently to determine methods and procedures on new assignments; serving as a subject matter expert for the unit; participating with other departments and representing the unit as needed; processing non-standard requests, initiating appropriate documentation and notifying other departments and / or coordinating with outside agencies as needed; handling the highest level of escalated and unresolved calls; administering and educating others on the supported program, providing accurate information and updates to policies and procedures, improving overall customer satisfaction in the process; determining whether disputed issues have been handled appropriately through substantial knowledge of internal policies and procedures; working closely with others in department to identify and correct problems and make recommendations to remedy problems; keeping track of correspondence and interactions with customers using a customer relationship management tool; representing Stanford at public events, such as fairs, athletic events and registrations, greeting and serving as a resource on unit and general inquiries; serving as after-hours additional hotel point of contact for group leaders; and working with the Sales Manager to resolve any no-shows, late cancellations, or penalty fees.

Minimum requirements include : a Bachelor's Degree and four years of relevant experience or combination of education and relevant experience; demonstrate ability to effectively coordinate and provide oversight to a diverse work staff; excellent problem solving and decision-making skills to effectively solve and respond to complicated requests; leadership traits including effective communication, supervisory skills, and the ability to manage workflow; excellent customer service experience and a proven ability to meet performance standards; ability to communicate effectively in English both verbally and in writing with individuals and groups of diverse backgrounds; ability to work independently and as a member of a team; excellent attention to detail and accuracy; ability to use authority, knowledge and judgment to effectively respond to complicated requests; ability to multitask; ability to learn policies and procedures and correctly provide that information to customers and use information to make sound decisions; and strong computer skills such as Microsoft Office (Outlook, Word, Excel, and PowerPoint). Valid California non-commercial class drivers' license is required.

Physical requirements include : frequently stand / walk, sit, perform desk-based computer tasks, use a telephone, and grasp lightly / fine manipulation; occasionally twist / bend / stoop / squat, reach / work above shoulders, grasp forcefully, lift / carry / push / pull objects that weigh up to 20 pounds, writing by hand, sort / file paperwork; and rarely kneel / crawl. Varied shifts required, including evenings and weekends. May work extended hours.