Guest Services Manager

Q Center is looking for a Guest Services Manager to join our team!

Job Summary

The Guest Services Manager is responsible for ensuring the operation of the Guest Services, Business Center, Call Center and Transportation divisions in an attentive, friendly, efficient and courteous manner. This position is responsible for providing excellent guest service, guidance and leadership to ensure consistent guest satisfaction and quality service.

This position is on-site, with a varying schedule that can include days, afternoons, and evenings throughout the week and weekend.

The starting rate for this position is $60,000/year.

Benefits

• Paid time off
• 401(K) with employer match
• Holiday Pay
• Medical, Dental and Vision Insurance with Wellness Credits
• Employee Assistance Program
• Basic Life, AD&D
• Disability Benefits
• Employee Meals
  
  
  

Education & Experience

• A 4-year college degree; or a 2-year college degree and at least 2 years of progressive experience; or two to three years of progressive experience in a hotel or related field required.
• Minimum of 2 years supervisory experience required.
• Proficient in Windows and company approved spreadsheets and word processing.
• Knowledge of Opera and Passkey preferred.
  
  
  

Physical Requirements

• Flexible and long hours required.
• 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.
• Ability to stand during entire shift.
  
  
  

Fundamental Requirements

• Employees must, at all times, be attentive, friendly, helpful, and courteous to all guests and fellow employees.
• Respond to any and all guest requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner; follow up to ensure guest satisfaction.
• Motivate, coach and counsel all Guest Services personnel according to Q Center Policy.
• Keep immediate supervisor fully informed of all problems or matters requiring his/her attention.
• Ensure training of all employees on Standard Operating Procedures, technical tasks and Risk Management is achieved.
• Assist in conducting employee performance reviews in accordance with Q Center standards.
• Interview candidates for open guest services positions and follow standards for hiring approvals.
• Be involved in and/or conduct departmental training, developing employee morale and skills.
• Review Guest Services staff's worked hours for budget comparison.
• Develop labor schedules to align with operation needs ensuring guest and client satisfaction; make changes for-the-week, in-the-week as business changes occur and effectively communicate changes timely and appropriately.
• Ensure that no-show revenue is maximized through consistent and accurate billing.
• Maintain Q Center Standard Operating Procedures regarding Purchase Orders in Birchstreet, vouchering of invoices and updating PO tracker in a timely manner.
• Ensure preparation of required reports, including (but not limited to), Wage Progress, payroll, revenue, employee schedules and quarterly action plans; assist in maintaining an organized and comprehensive filing system with documentation of purchases, invoices, schedules, forecasts, reports and tracking logs; prepare and submit required reports in a timely manner.
• Achieve and maintain budgeted/forecasted supply and labor costs.
• Oversee the front desk personnel to ensure optimal guest experience and smooth front desk operation.
• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
• Work closely with Accounting on follow-up items, i.e., rejected credit cards, employee discrepancies, etc.
• Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
• Monitor proper operation of the P.B.X. (call center) console and ensure that employees maintain Q Center Standard Operating Procedures in its use.
• Ensure staff greet and welcome all guests approaching the Front Desk in accordance with Q Center Standard Operating Procedures.
• Assist in preparation of expense reporting and occupancy forecasting.
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Maintain radio contact with the Department staff and other Departments throughout shift, responding to all inquiries in a timely manner using proper etiquette; must maintain constant communication with Housekeeping, Reservations and the Accounts Receivable Manager.
• Ensure implementation and compliance of all Q Center Policy and Procedures.
• Ensure correct and accurate cash handling at the Front Desk.
• Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests and other employees.
• Maintain and monitor "Lost and Found" procedures and policies according to Q Center standards.
• Maintain key control system.
• Assist with organizing and conducting department meetings on a monthly basis.
• Focus the Guest Services Department on their role in contributing to the Guest Service and audit scores.
• Monitor all V.I.P.'s, special guests and requests.
• Maintain required front office and stationary supplies.
• Review daily Front Office work and activity reports generated by Night Audit.
• Review Front Office log book and Guest Request log on a daily basis.
• Conduct meetings according to Q Center standards as required by management.
• Ensure overall guest satisfaction and safety is achieved.
  
  
  

The Q Center:

Q Center is more than a conference center – it’s an experience! With 40 years of experience in meeting planning and special event production, Q Center has become an industry leader with boundless versatility and exceptional levels of service. As the largest full-service conference facilities in the Midwest, our vast 150,000+ square-feet of IACC-certified meeting and event spaces regularly host a variety of occasions, from large-scale Fortune 500 company meetings to small business training and special events, like fundraisers and galas. One thing is for sure – food and fun are abundant at Q Center for all to enjoy. From our 95 acres of recreational fun to exploring local sites and indulging in gourmet cuisine, we aim to make every guest experience beyond expectations. Q Center isn’t just for business meetings and conferences – our multi-talented team and event space makes us one of the Midwest’s premier special event venues!

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other characteristic protected by law.

EEO is the Law Supplement Notice Pay Transparency

If you require a reasonable accommodation to complete an application, please email your request to careers@qcenter.com and provide the job title to which you are applying.