Guest Service Manager - Front Office - Williamsburg Lodge
Job Overview
Employment Type
Full-time
Compensation
Type:
Hourly
Rate:
Range $17.00 - $26.00
Work Schedule
Flexible
Day Shifts
Weekend Shifts
Night Shifts
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Paid holidays
Flexible Schedule
Job Description
Founded in 1926, the Colonial Williamsburg Foundation is a private, not-for-profit educational, historic, and cultural institution dedicated to preserving and restoring 18th-century Williamsburg, Virginia’s colonial capital. As one of the largest and best-known museum complexes globally, Colonial Williamsburg’s mission is "that the future may learn from the past" by engaging, informing, and inspiring visitors about the historic events and diverse peoples who helped shape the United States. The Foundation's Historic Area spans 301 acres and features 89 original buildings along with 525 reconstructed ones, recreated with meticulous archaeological, architectural, and documentary research. Staffed by historically dressed interpreters and expert tradespeople,... Show More
Job Requirements
- Prior experience as a guest service or hospitality manager for a hotel
- luxury 4-5-star hotel management experience preferred
- Marriott management experience preferred
- previous experience working with Opera, UKG, and Kronos management systems
- previous experience managing in a large organization amid growth and change
Job Qualifications
- Works a flexible schedule, including days, nights, weekends, and holidays
- detailed understanding of all resort operations departments
- prior experience managing in an environment covered by a collective bargaining agreement
- technologically savvy with aptitude and desire to learn new technology
- analytical skills including problem recognition and resolution
- excellent communication and organizational skills
- excellent team leadership and people management skills
- ability to work well under pressure in a fast-paced environment
- ability to focus attention on guest needs and remain calm and courteous
Job Duties
- Manages, supervises, trains, provides day-to-day leadership and development, job assignments and performance evaluations for front desk, bellmen, coordinators, and interns
- makes recommendations about hiring, promotions, and counseling
- ensures all requirements are met for the Marriott Autograph Collections Standards
- acts as manager on duty for the hotel, dealing with complaints, problem solving, disturbances, special requests and other issues
- includes staff in planning, decision-making, and facilitating process improvement
- communicates guest satisfaction results including Medallia, TripAdvisor, and Google feedback
- analyzes information and develops plans to improve opportunity areas and expand on strengths
- coordinates and maintains effective communications with other departments
- delegates work assignments, gives authority to work independently, sets expectations, mentors, and monitors delegated activities
- reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement
- completes weekly supply inventories
- follows department policies, procedures, and service standards, including safety policies
- performs additional duties as assigned
- works a flexible schedule including days, nights, weekends, and holidays
Job Qualifications
Experience
Mid Level (3-7 years)
Job Location
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