Located on State Route 730 in Wilmington, Ohio,The World Equestrian Center is currently seeking an experienced Guest Service Manager to join our team. The Guest Service Manager is responsible for management of the Rooms Division operations including Front Office, Reservations, Revenue Enhancement, and Night Audits, maximizing guest satisfaction while ensuring budgeted levels of profitability, serving as the main contact for guests and other departments when necessary, ensuring that Columbus Hospitality policies and procedures, as well as generally accepted business practices and professionalism are consistently followed.
Our compensation package includes a competitive Salary(commensurate with experience and skills), medical, dental, vision, STD/LTD, Life, 401k with match, vacation, PTO after 90 days, dining and travel discounts, special offers from our business partners, and discount programs for selected cell phone providers.
PRIMARY RESPONSIBILITIES:
Supervise Guest Service and Housekeeping operations 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 and Housekeeping 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.
Serve as part of Revenue Management Team reviewing accommodations availability, yield management, group pick-up, pricing strategies, and assisting in developing opportunities to enhance revenues.
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.
The World Equestrian Center 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.
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.