Position Summary
The Guest Services Manager (reporting to the Chief Operations Officer) is a Department Head responsible for program and retreat reservations, guest and volunteer lodging assignments, coordination of transportation services, guest registrations, guest communications and the visitors’ information center. Provides the connection point for participants, guests, volunteers and visitors in a personal, relaxed and efficient manner. Manages a core staff of 2 plus several summer volunteers.
Major Responsibilities
Manages the coordination and control of program and lodging reservations including:
- The development and communication of reservation policies
- Specific event information and program options
- Event registration, lodging reservations and general inquiries
- Inquiries related to program credits, hardship requests, special needs, etc
- Guest, staff and volunteer transportation
- Produces and disseminates contracts, invoices and information packets.
Manages reception including:
- Phones and messages
- Greeting of event leaders, guests, visitors and volunteers
- Guest registration, waivers and payments
- Dissemination of guest information packets and ID’s
- Assistance with parking, luggage, finding assigned lodging, event information, dining options, SMC attractions, etc
- Ensures staff is available to answer guests’ questions and respond to guests’ needs 24/7.
Manages Data Control and Management Reporting including
- Implementation and maintenance of the Guest Services information system
- Maintenance of registration, attendance and lodging databases
- Preparation of reports related to attendance and housing, lodging forecasts and occupancy rates, guest feedback information and reports to management as assigned.
In addition to managing the coordination of guest needs with SMC resources to ensure the provision of adequate facilities and standards, the position is also responsible for scheduling departmental employees and volunteers, maintenance of the SMC lost and found area, preparation and dissemination of general mailings to data base registrants and other projects as assigned.
Desired Qualifications
- Ability to manage a staff and influence others
- Understanding of a non-profit service organization
- Excellent interpersonal, problem solving and team orientated leadership skills
- Propensity to enjoy interacting with the public
- Proficiency with Microsoft Office Suite programs and comfortable working with database management and web applications
- Understanding of budgets and accounts receivable
- Ability to maintain schedule and prioritize to meet deadlines.
An undergraduate, Associate, or Technical education or accredited training in Hotel Management or Event Management is preferred. 3-5 years experience working in hotel management, a conference center or similar venue or hospitality setting is also a plus.
Compensation and Benefits
A monthly stipend of $800 plus housing and meals. Health insurance, time off benefits and the ability to attend most programs without cost are offered. A minimum of a 2 year commitment is preferred.
