Manager Rooms – Firestone Country Club – Akron, Ohio 164957

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Overview

 

The Rooms Manager will be the #2 leader in the Guest Services Department. They are responsible for providing attentive, courteous, and efficient service to all guests and members, including successfully resolving guest complaints, prior to arrival and throughout their stay, while maximizing room revenue and occupancy.

 

Responsibilities

  • 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 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
  • Create, implement and execute new “Concierge Services” department responsible for coordination of all groups 16 people or less
  • 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
  • Responsible for issued house bank/s
  • Create and then monitor key control to maintain guestroom and property security
  • Ensure the maximization of room revenue through creation of upsell system
  • Train new employee partners, help to develop and implement training programs
  • 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

 

Overview The Rooms Manager will be the #2 leader in the Guest Services Department. They are responsible for providing attentive, courteous, and efficient service to all guests and members, including successfully resolving guest complaints, prior to arrival and throughout their stay, while maximizing room revenue and occupancy. Responsibilities
- 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 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
- Create, implement and execute new “Concierge Services” department responsible for coordination of all groups 16 people or less
- 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
- Responsible for issued house bank/s
- Create and then monitor key control to maintain guestroom and property security
- Ensure the maximization of room revenue through creation of upsell system
- Train new employee partners, help to develop and implement training programs
- 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

Firestone Country Club

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