GUEST SERVICES MANAGER
Glacier Park INC - Glacier National Park, MT

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Coordinates front office activities and staff to ensure a positive guest experience. Provides information to guests and staff in a courteous, enthusiastic, and efficient manner. Makes knowledgeable and informed decisions to ensure a smooth operation. Gives personal best in service.

Responsibilities:

  • Schedules Guest Services Agents and Bellstaff to ensure proper coverage of necessary functions.
  • Manages (plans, directs, supervises, evaluates, rewards, and disciplines) all tasks performed by Guest Services personnel.
  • Trains and supervises Guest Services and Bellstaff personnel. Knows all related job functions of both, inclusive of tour/transportation information.
  • Keeps open lines of communication with other departments to ensure coordination of hotel activities. Works closely with Central Reservations department (CRES), Housekeeping, and Transportation Offices.
  • Responsible for all room blocking daily and ensures that guest requests are handled efficiently.
  • Answers inquiries pertaining to hotel policies, services and reservations for rooms, tour/transportation needs and outside activities.
  • Greets VIP guests and keeps Location Manager informed of all unusual or important happenings.
  • Resolves all customer complaints to the satisfaction of both the guest and GPI. Works with Rooms Division Director, Location Manager, and CRES Manager on issues of refunds and other compensation.
  • Handles all phases of tour arrivals to provide a smooth and orderly flow of guests. May include meeting group tour escorts, tour check-in, collecting money and fees, and preparing coupons.
  • Coordinates drivers at each location. Responsible for daily lineup of drivers at their location, checking for proper uniforms, grooming, etc. Posts driver dispatch lineups and passenger manifests.
  • Coordinates bellstaff in the dispatching and receiving of all buses leaving or arriving at each location, or assigns responsible Front Office Associate(s). Oversees the loading of baggage and seating of passengers.
  • Responsible for Room Revenue Report, Daily Transportation Reports and all other reporting functions necessary for the smooth operation of the front office.
  • May transfer funds and be responsible for a cash bank, daily balancing of all funds received through the Front Office and Information/Transportation Desk.
  • Oversees the Bellstaff in the starting and tending of fires in lobby fireplaces.
  • Assists the Housekeeping Manager in overseeing the Porter, ensuring the lobby, public restrooms and all other public areas are clean.
  • Is an active member of the Emergency Action Team or designates a member of the bellstaff to participate. Counsels Bellstaff in acting as the secondary eyes and ears of security for the establishment.
  • Must be knowledgeable of Glacier National Park and all of its facilities and activities so that information passed to guests is informative and accurate.
  • Enforces and follows all Company policies and regulations.
  • Assists in other departments or with other job duties as requested or necessary.

  • Qualifications:
    • Must possess good organizational skills.
    • Previous Guest Services experience preferred.
    • Some knowledge of general bookkeeping required.
    • Knowledge of common office machines, i.e., computers, typewriters, calculators, cash registers, etc. required.
    • Must be pleasant, helpful, friendly, outgoing, enthusiastic and courteous in dealing with guests and co-workers.
    • Must be able to handle guest concerns in a tactful and caring manner.
    • Must be team-oriented.
    • Must possess neat and pleasant grooming habits.

    Work Environment:

  • Front Desk area of historic hotel or motor inn.
  • Job requires constant standing and walking.
  • Job requires working long hours, evenings, weekends and holidays.
  • Non-smoking environment.

  • Glacier Park INC - 20 months ago - save job - copy to clipboard - block
    About this company
    Glacier Park, Inc. (GPI) is an independent hotel operator in the Glacier National Park area and the city of Whitefish in Northwest Montana....