Guest Services Manager- Firestone Country Club – Akron, Ohio 211976

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  • Establish and maintain attentive, friendly, courteous and efficient hospitality at the Front Desk and Front Drive
  • Respond to all guests' requests, problems, complaints and/or accidents presented at the in the Food and Beverage operation, Front Desk or through Reservations, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
  • Assist with development of employee morale and ensure training of Guest Services (front desk, reservations and concierge) personnel
  • Maintain a professional working relationship and promote open lines of communication with managers, employee partners and other departments.
  • Fully comprehend and operate all aspects of the Property Maintenance System, including software maintenance, report generation and analysis, and simple programming
  • Design and implement new posting and billing procedures prior to April 1, 2021
  • Serve as primary liaison with Property Management system for all migration and upgrades and “own” 100% readiness for 2021 season
  • Create and hold reservations accountable for efficiency in golf booking tee times
  • Design documentation and training for Club emergency procedures
  • Serve as Manager on Duty during all shifts on property and create weekly MOD schedule
  • Create onboarding program for each position on the Guest Services team and ensure all employee partners are validated by position before working on own on floor
  • Be able to perform, complete and ensure that all tasks and duties on the shift checklist are completed in a timely and efficient manner
  • Create and then monitor key control to maintain guestroom and property security
  • Ensure the maximization of room revenue through creation of upsell system
  • Maintain log of rooms in "out of order" status
  • Authorize and sign adjustments and paid outs over the limit
  • Oversee discrepancy report and monitor follow-through
  • Work closely with housekeeping regarding daily operations
  • Ensure correct and accurate cash handling at the Front Desk
  • Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner
  • Be aware of all rates, packages and promotions currently underway
  • Follow and enforce all ClubCorp credit policies
  • Ensure that employees, including third party employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees
  • Monitor all V.I.P.'s, special guests and requests
  • Review Front Office logbooks and Guest Request log on a daily basis
  • Monitor all appropriate service delivery systems.
  • Manage and be 100% responsible for all group room blocks (including cut off dates)
  • Participate in Room Inspection program
  • Assist in training and cross training of new hires, current employees, third party employees on a regular basis

Job Requirements/Qualifications

  • High School diploma or equivalent required
  • At least 2 to 3 years of progressive experience in a hotel or a related field recommended
  • College course work in related field helpful
  • Must be proficient in Windows, Company approved spreadsheets and word processing
  • Proficient in Property Management and Reservation systems (Agilysis experience preferred)
  • Previous supervisory responsibility required
  • Must have a valid driver's license in Ohio – by 60 days into job
  • Expected work week of 50 hours
  • Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects
  • Maintain a warm and friendly demeanor at all times
  • Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
  • Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
  • Must be able to multitask and prioritize departmental functions to meet deadlines.
  • Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner
  • Resolve guest complaints effectively and efficiently
  • Attend all hotel required meetings and trainings
  • Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag
  • Maintain open and honest collaborative relationship with supervisor
  • Comply with ClubCorp Standards and regulations to encourage safe and efficient Club operations
  • Maximize efforts towards productivity, identify problem areas and assist in implementing solutions
  • Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary
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