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, vacation 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.