Guest Service Manager

Come join the Inns of Aurora who was voted the 3rd year in a row One of the Best Companies to work for in New York State!

Pay for this position is 59k-65k depending on experience.

Inns of aurora, llc core values:

While our employees’ skill-sets vary greatly from position to position, our core set of values remain the same. As an Inns of Aurora, LLC employee, learning and exemplifying these characteristics is a key part to your success. All Inns of Aurora employees are expected to demonstrate the following characteristics as defined in the Inns of Aurora, LLC handbook:

·       Courage

·      Initiative

·      Dependability

·     Flexibility

·     Integrity

·      Judgment

·      Respect for others

Position purpose:

The Guest Service Manager will lead the Front Desk, Reservations, and Guest Liaison teams and will be directly responsible for ensuring those operations provide distinctive hospitality and an unrivaled guest experience.

Responsibilities/duties/functions/tasks:

·         Lead and inspire guest services staff, including front desk, reservationists, and guest liaisons, while also supporting the Concierge and programming teams

·         Manage daily staffing needs, schedule, and payroll

·         Hire, train, coach, and develop staff using the tenets of the IOA Leadership Job Chart

·         Work collaboratively with other IOA departments to create a seamless guest experience

·         Analyze, troubleshoot, and solve situations quickly

·         Respond to guest feedback in a prompt and professional manner

·         Review the daily, monthly, and annual revenue and expense goals and continue to drive growth

·         Manage inventory while balancing the needs of all internal departments

·         Understand and maintain multiple systems and platforms for internal teams and guests’ use

·         Understand the needs and standards of the individual properties across the resort

Requirements

Qualifications:

·         Prior experience operating a hotel front office

·         Prior experience leading a team of 3 or more people

·         Demonstrated proficiency in Microsoft Office with excellent written communication skills

·         Demonstrated use and implementation of digital communication to streamline internal communication

·         Previous experience working in a luxury hospitality setting

·         Demonstrated ability to utilize different technologies to aid the guest experience

·         Prior experience managing PMS functions

·         An interest and passion for numbers and data-driven decision making

·         Demonstrated ability to work independently and collaboratively to move projects forward

·         Must be creative, enthusiastic, passionate, flexible

·         Must demonstrate a professional demeanor and possess highly developed interpersonal skills

·         Flexibility with hourly schedules, including weekend, holiday and evening availabilities

preferences:

·         Interest in the arts, culture, viniculture, agriculture, and history of the Finger Lakes and Inns of Aurora

·         Experience working with PMS and other reservation software

work requirements:

Benefits

The Inns of Aurora offers outstanding benefits for FT employees which includes PTO and Sick Time along with medical, dental, vision, life insurance, Short Term disability, supplemental policies, legal assistance and many more!

Generous employee discounts at the dining establishments and spa.