Guest Service Manager at the Holiday Inn & Suites - Pigeon Forge (Food Services)
General Responsibilities
Optimize and maximize Guest and Associate experience.Responsible for the overall success of the hotel, using strong leadership skills to drive revenue, maximize profits, and ensure quality.Effectively manage and motivate associates to ensure achievement of overall financial results, guest and associate satisfaction.Champion of the hotels internal and external communications and record keeping.
Primary Functions
Revenue
Aggressively pursue revenue goals, effectively utilize yield management and revenue maximization tools, and prepare and manage the annual budget.
Profit
Effectively manage and control all operational expenses including labor, overtime, supplies etc., enforce Missions procurement guidelines, and seek and implement cost saving strategies.
Quality
Guest Service: Ensure that the hotel meets/exceeds Mission and Brand standards for guest satisfaction.Training: Analyze service and quality issues, identify training needs, ensure implementation of training programs to optimize results, and adhere to Missions training guidelines and policies.
Sales & Marketing
Provide leadership support and direction to the sales team, take an active role in the preparation and implementation of the hotels annual Marketing plan, make sales calls to Key accounts, and capitalize on all revenue opportunities.
Community Involvement
Ensure good standing in the community by developing and maintaining relationships with the Chamber of Commerce, the Convention and Visitors Bureau, other hotels, local schools, local government and other community and civic organizations.
Leadership
Leading: Motivate, coach and train team members, set goals and hold team members accountable, and provide appropriate feedback, rewards, and recognition.Work Ethic: Demonstrate a high level of integrity, take ownership of personal and team actions, communicate effectively, promote collaboration, nurture a positive, professional work environment, and adhere to Missions Standard Operating Procedures.
