Assistant Guest Service Manager

Branson, MO Chateau
415 N. State hwy 265
Requisition ID
2017-8968
Category
Hotel - Guest Services
Schedule
Shifts Vary to include weekends and holidays
Previous Experience Preferred
5 Years
Employment Type
Regular Full Time
Pay Rate
salaried

About Us

With 35 owned properties, comprised of more than 8,400 guest rooms and 1.7 million square feet of banquet space, our properties and brands represent some of the finest facilities in the industry and a competitive edge for John Q. Hammons Hotels and Resorts!

 

Mr. Hammons built properties that provide an exceptional guest experience. Our vision is to ensure we live up to Mr. Hammons standards of excellence by providing exceptional award winning facilities for each guest!

Position Description

Job Purpose: 

To maintain a high quality of services offered to guests through management of the functional areas of reservations, guest registration, bell services, telephone services and guest accounting so as to maintain established operational standards and maximize profits of the hotel. Concierge and garage services may also report to this position.

Job Responsibilities:  

  • Supervise Front Desk staff: hiring, firing, performance evaluations, training, and development.  Schedule staff according to labor standards and forecasted occupancy.
  • Maintain standards of guest service quality.  Contribute to the profitability and guest satisfaction perception of other hotel departments.  Increase level of guest satisfaction by delivery of an improved product through employee development, job engineering and quality image.
  • Answer inquiries pertaining to hotel services, registration of guests and shopping, dining, entertainment and travel directions. Keep records of room availability and guests’ accounts.  May make, confirm and cancel reservations for guests.
  • Understand and enforce the hotel company credit policies.  Account for all cash and makes deposits in accordance with hotel and company policies.
  • Manage the reservation function to maintain highest possible room occupancy and average daily rate through suggestive selling by employees.
  • Ensure staff uses guest interaction skills.  Reward employees who meet/exceed guest expectations.
  • Receive departmental related guest complaints and ensures corrective action is taken.
  • Take responsibility for assigned employees in the absence of the Department Manager, assign work, and ensure proper performance of assigned employees.
  • Participate in the preparation of the annual departmental budget.
  • Other duties as assigned.

Job Skills:

  • Speak clearly and listen carefully.
  • Use personal judgment and specialized knowledge to give information to people.
  • Communicate well with many different kinds of people.
  • Change easily and frequently from one activity to another such as from typing to interviewing, to searching in a directory, to using a telephone.
  • Use eyes, hands, and fingers accurately while operating a switchboard or computer keyboard.

Job Qualifications: 

Education    

  • HS Diploma or equivalent.

Experience    

  • Minimum one (1) year guest services, general office, accounts receivable or customer service experience; OR an equivalent combination.

Benefits and EEO

Full-time associates are eligible for the following benefits:

  • Relocation:  We will pay relocation costs as agreed upon at time of hiring
  • Paid Time Off
  • Medical Insurance
  • Dental Insurance
  • Vision Insurance
  • Short-term and long-term disability
  • Company paid life with employee paid supplemental options
  • Matching 401-k with immediate vesting for eligible participating associates
  • Company Hotel Travel Discounts

 

John Q Hammons Hotels & Resorts is an Equal Opportunity/Affirmative Action Employer
Minorities/Females/Individuals with Disabilities/Protected Veterans 
Click 
here to view EEO is the Law

 

Note:  To be considered for this position, candidates MUST apply at www.jqhhotels.com/careers.

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