Guest Services Manager
All applicants must complete an assessment + the application to be considered for the role
We are seeking a hard-working and ambitious individual with a professional attitude to manage our Guest Services team!
LOCATION: Cohobnb Fayetteville office.
ESSENTIAL DUTIES & RESPONSIBILITIES
Primary duties:
Build a high quality Customer (Guest) Service Team and ensure company metrics and key performance indicators are consistently being met while providing upscale service experiences for guests throughout their stay
Team Leadership duties:
Develop, train, and oversee a guest services team who will be the primary contact for guests and maintain Key Performance Indicators while working alongside the Operations Team to meet hospitality standards
Be in charge of the hiring, firing, training, and developing operation and training manuals for the guest services team and any future guest services staff and guidelines for staff to follow
Guest Services duties:
Ensure guests are properly greeted upon booking, arrival, and departure by the guest services team and oversee check-in and check-out procedures.
Ensure that guests receive appropriate 24/7 service and issues are being addressed and developed with the right team member
Actively listen to and resolve complaints and focus on guest retention while training the guest services team to follow company procedures on conflict resolution and escalation protocols
Find creative solutions to create the best caliber of guest experience that we can possibly create within specific budgets
Ensure special guests, like disabled people, elderly, children, and VIPs receive personalized services. Establish friendly relationships with regular guests and VIPs to encourage referrals and repeat business.
Offer suggestions to guests that are looking for local activities and recommendations, and build policies around how to improve our concierge services.
Other duties include:
Assist with the new business property onboarding process by acquiring all essential information related to the smooth operation of the property focused on the guest experience.
Ensure all online reviews are completed and guest reviews have a response and are up to date while analyzing feedback to improve ratings.
Working with the Product Management Team to ensure Quality Control is being met at each property.
REQUIREMENTS
Previous experience in a leadership role.
Ability to manage all employees on the Guest Services team.
Excellent at team building, motivating, and making sure that the jobs are completed while encouraging a fun work environment.
Exceptional written and verbal communication skills.
Able to handle the stress of high customer and employee demand in a hospitality environment.
Excellent telephone etiquette, and the ability to get along with a diverse population.
Ability to effectively present information and respond to questions.
Highly proficient in the utilization of Google Office Suite.
Strong computer skills, detail-oriented, proven analytical skills, and ability to respond to issues in a timely manner while working in a fast-paced environment.
Possess a positive and upbeat attitude at all times
Experience in the hospitality industry a plus
At Cohobnb Properties our mission is to provide a wide array of unique and luxury vacation rentals across Northwest Arkansas. Each of our vacation rentals is set up specifically for guest enjoyment. Our team includes specialists in sales, hospitality, customer service, marketing, housekeeping, real estate, interior design, and more! We are go-getters and applaud those who challenge the status quo & think outside the box. We love Northwest Arkansas & love offering travelers the best possible experience in our town. We are a quickly growing company and are looking for team members who love the thrill of a growing small business.