The Read House is currently searching for a motivated, experienced, and dedicated Guest Services Manager! This position requires professionalism and a desire to elevate and exceed guest expectations with premier service in order to highlight our atmosphere of the Roaring 20’s!
Chattanooga’s award-winning historic hotel, The Read House, has been hosting guests and visitors since 1872! Start a new career journey with classic elegance at The Read House Hotel!
What We Have To Offer
Location: 107 West MLK Blvd, Chattanooga, TN 37402
Salary: $45,000 - $50,000 Annual
Benefits
A Culture that Values Passion, Individuality, and Fun!
Opportunities for Internal Growth and Development
Paid Time Off (PTO)
Paid Holidays
Earned Wage Access through PayActiv- access to your earned wages before payday!
Traditional 401(k) & Roth 401(k) with Employer Match up to 3.5%
Referral Bonus Program
Hotel & Restaurant Discounts at Avocet Hospitality Properties
Employee Meal Option
Starbucks Discount
Garage Parking Discount
Who We Are Looking For
As the Guest Services Manager, you will lead by example and direct all front desk and guest services operations of the property. Your desire to deliver outstanding service will be evident in your professionalism and involvement in the guest's experience.
Primary Duties & Responsibilities
Meet and greet guests and respond to guest inquiries, requests and issues in a timely, friendly, and efficient manner
Personally demonstrate a commitment to guest services and deliver resolution to customer problems and serve as a mentor and guide to department staff
Ensure team members have current knowledge of hotel products, services, facilities, events, and knowledge of the local area and events and resources needed to carry out their jobs exceptionally
Oversee the functions and schedule of the front desk team, assign tasks, and delegate duties as needed
Ensure all department staff is well-trained on all safety and emergency policy and procedures
Serve as liaison to third party valet service and assist with guest concerns and comments
Respond to online guest comments and surveys as assigned in a timely and professional manner
Research and respond to chargebacks and billing discrepancies in a timely manner
Act as liaison to corporate revenue director regarding room rates, occupancy targets, and revenue
Work closely with sales team to coordinate guest special requests and/ or requirements
Maintain a positive, cooperative work environment between staff and management
Maintain regular and punctual on-site attendance with the ability to work a flexible schedule which may include days, evenings, weekends, and holidays when business requires
Directly supervises the following staff: Front Desk Supervisors, Front Desk Agents, Night Auditors, Lobby Ambassadors
Job Requirements
Education/ Experience
High school diploma or equivalent required
Post Graduate or Degree in related field preferred
Two to four years of hotel supervisory or management experience or related experience required
Skills
Excellent computer skills, such as typing and use of various computer software
Proven management and leadership skills
Budget, forecast, and cost control experience
Excellent communication skills with guests, team members, and management
Proficiency in Property Management System (PMS)
Excellent organization, prioritization, and time management skills
Ability to work efficiently with strong attention to detail
Promote cooperation to work among team members and others
Physical & Mental Requirements
Ability to frequently lift, carry, push, pull, or otherwise move up to 20 pounds and occasionally lift, carry, push, pull, or otherwise move up to 30 pounds with or without assistance
Position self in order to obtain necessary supplies and efficiently clean assigned areas
See clearly both near and far (to detect cleanliness and discrepancies)
Hear at a basic level and communicate with coworkers and guests
Traverse work areas including the complex, guest rooms, and public areas
Ascend and descend stairs with varying levels of height
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to multitask and work effectively in a high-demand, fast-paced environment with changing variables
Ability to apply patience and understanding to all persons and situations
Ability to perform well under pressure to meet the needs of guests, team members and/ or management
Work Environment
The work environment includes high guest contact; may involve varying conditions and circumstances with guests, staff, visitors, etc.
Varied shift lengths including weekends and late night events, as required for business needs.
The noise level in the work environment is usually low to moderate
Who We Are
The Roaring '20s are alive and prosperous in Chattanooga at the Historic Read House Hotel. We embrace the "Great Gatsby" era of grandeur and opulence and project the right balance of luxury and rebellious spirit in everything we do. At the Read House, service reigns supreme. We empower our team through support, growth and camaraderie which is instrumental in our culture of genuine hospitality and taking care of guests at every turn. Take the plunge, and be a part of this fun and exciting journey.
2022 & 2023 Finalist for Chattanooga’s Best of the Best Hospitality Employer!*
Step back in time and visit The Read House Hotel! (www.thereadhousehotel.com)
EOE / DFWP
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Strategy/Planning and Information Technology
Industries
Hospitality
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