Guest Services Operations Manager
Company: Confidential
Location: Nashville
Posted on: January 27, 2023
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Job Description:
GUEST SERVICES - PROJECT MANAGER - 58k-63k
Current or previous Hospitality Leadership experience preferred
Position Summary:
Responsible for oversight and Leadership of multiple entrances
providing Valet, Greeter, Parking Enforcement and any guest
service-related operations at respective locations on campus.
Provide professional, courteous and compassionate guest services
for patients, visitors, and guests while meeting the standards
outlined. Manage and coordinate all activities related to the
operation. Proactively lead and mentor front-line teams to engage,
greet and acknowledge all customers in a friendly, professional
manner and provide quick, responsive customer service. Responsible
for all other duties assigned.
Primary Duties:
Ensure each guest receives outstanding service by providing a
friendly environment, which includes proactively greeting and
engaging all customers, patients and visitors of the location.
Manage and coordinate all activities related to service operations
which includes volume monitoring for appropriate staffing, traffic
control, volume tracking, database entry and operational
performance corrections.
Recommend measures to improve performance, guest satisfaction and
increase efficiency.
Administer Corporate Service Standards and Client Service
Expectations.
Maintain established policies, procedures, objectives, quality
assurance, safety and environmental and infection control.
Recruit and hire qualified applicants for each position; ensuring
adequate staff to meet operational requirements.
Ensure on-going training, promotions, performance reviews, driving
evaluations, employment termination, and disciplinary measures are
administered according to policy and procedure.
Assist each guest into and out of their vehicles by opening/closing
car doors, retrieving/storing wheelchairs/walkers and
belongings.
Ensure quality assurance and management visibility at all times to
maintain high standards of quality, reliability and safety.
Motivate and persuade team members to provide exceptional
service.
Ensure established dress code and hygiene guidelines, including
being properly identified are consistently applied and
followed.
Act as liaison with client and other departmental stakeholders for
communication of and preparation for peak and off- peak traffic
flow (i.e. Holidays or special event days).
Prepare schedules and compile payroll data
Ensure labor and expenses are managed within budgetary
guidelines.
Conduct operational inspections and take action to implement
functional improvements.
Monitor traffic patterns and valet activity to prevent injuries and
guest claims.
Promptly investigate claims, providing support whether denied or
approved.
Investigate guest complaints and communicate resolution.
Ensure timely ordering and replacement of supplies, signage, and
uniforms, as necessary.
Perform all valet-related tasks, as needed.
Essential Knowledge and Skills:
Ability to act independently and make accurate decisions in
alignment with company leadership expectations.
High degree of ability controlling flows of traffic and valet
lanes.
High degree of attention required in preventing injury to others
and damaging to vehicles when operating vehicles to and from
location.
Demonstrates exceptional service and interpersonal skills.
Ability to calculate and balance numbers rapidly and
accurately.
Understand and respond appropriately to basic customer and employee
inquiries.
Ability to analyze, troubleshoot and solve problems,
Must maintain confidentiality of patients, visitors, staff and
guests.
Ability to operate equipment in assigned area.
Qualifications:
Demonstrates knowledge and ability to interact with a database (MS
Access),
Data Entry and meticulous record keeping
Proven ability to manage, train and develop a team.
Proven experience building and maintaining professional working
relationships.
Proven background managing multi-task operations
Ability to implement policies and procedures.
Experience preparing and/or maintaining schedules and appropriate
staffing levels.
Effective verbal and non-verbal communication skills.
Ability to work in an environment that is not necessarily protected
from weather and temperature changes with exposure to hot, cold,
wet, humid or windy weather conditions for long periods of
time.
Education minimum: high school diploma or equivalent
Read, write and communicate using English language sufficient to
perform job functions.
Applicants may be rejected if an interview or background check
reveals that the applicant has been convicted of a felony or
offense against property such as receipt of stolen property,
larceny, embezzlement, burglary or similar convictions.
Must pass a pre-employment drug test.
Must provide proof of eligibility to work in the United States.
Must be 18 years of age and possess a valid driver's license with a
MVR criteria meeting company guidelines, if required.
Ability to operate a standard and automatic transmission, if
required.
Keywords: Confidential, Nashville , Guest Services Operations Manager, Executive , Nashville, Tennessee
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