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Guest Service Manager (PM)

Location: 

Orlando, FL, US

Property Name:  Wyndham Orlando Resort
Req Id:  8697

Wyndham is now seeking a Guest Service Manager (PM) to join our team at the Wyndham Orlando Resort location in OrlandoFlorida.

Job Summary

The Guest Service Manager (PM) is responsible for ensuring that all daily reports are generated, daily revenues are balanced, express checkouts are processed efficiently and guests needing assistance during the shift are accommodated. The Guest Service Manager (PM) will provide the management team with accurate and reliable information needed to make effective operational decisions, and manage any night associates as applicable.

Education & Experience
  • At least 2 years of progressive experience in a hotel or a related field; or a 2-year college degree and 2 or more years of related experience; or a 4-year college degree and at least 1 year of related experience.
  • Supervisory experience preferred.
  • Must be proficient in Windows, Company approved spreadsheets and word processing.
  • Must have a valid driver’s license from the applicable state.
Physical Requirements
   Often   Sometimes   Rarely
Lifting up to 50 pounds   x  
Sitting   x  
Walking x    
Standing x    
Bending neck x    
Twisting neck x    
Bending waist (forward or sideways) x    
Squatting (crouch or site on one's heels)   x  
Kneeling   x  
Crawling     x
Reach above shoulder height x    
Reach below shoulder height x    
Driving x    
Stooping   x  
Pushing   x  
Pulling   x  
Talking x    
Hearing x    
Repetitive motions x    
General Requirements
  • Maintain a warm and friendly demeanor at all times.
  • Must be able to effectively communicate both verbally and written, and approach all encounters with all level of associates and guests in an attentive, friendly, courteous and Count On Me! service-oriented manner.
  • Must be effective at listening to, understanding, and clarifying concerns raised by associates and guests.
  • Must be able to multitask and prioritize departmental functions to meet deadlines.
  • Attend all hotel required meetings and trainings.
  • Participate in M.O.D. coverage as required.
  • Maintain regular attendance in compliance with Wyndham Hotels & Resorts Management Standards, as required by scheduling, which will vary according to the needs of the hotel.
  • Maintain high standards of personal appearance and grooming, which include wearing nametags.
  • Comply with Wyndham Hotels & Resorts Management Standards and regulations to encourage safe and efficient hotel operations.
  • Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
  • Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
  • Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
  • Must be able to maintain confidentiality of information.
  • Perform other duties as requested by management.
Fundamental Requirements
  • Maintain revenue and payroll budgets; and meet budgeted productivity while keeping quality consistently high.
  • Be involved in and/or conduct departmental and hotel training.
  • Motivate, develop, and manage associates according to Wyndham SOPs.
  • Manage the interviewing process of candidates and follow standards for hiring approvals.
  • Write and deliver associate performance reviews in accordance with Wyndham standards.
  • Ensure compliance with SOPs and procedures in department.
  • Ensure overall guest satisfaction.
  • Respond to guest complaints in a timely manner.
  • Comply with weekly and monthly forecasting procedures.
  • Ensure the training of department supervisors, and associates on SOPs, report preparation and technical job tasks.
  • Check guests in and out.
  • Handle and take reservations.
  • Handle guest’s special requests and customer complaints during shift.
  • Perform all other front desk duties and responsibilities.
  • Investigate and handle complaints, disturbances, emergencies, etc. during shift.
  • Perform some Night Audit functions, able to review all Night Audit related functions and able to produce Night Audit reports.
  • Prepare Night Audit month-end reports, including in-house movie reports, house account summary, phone summary, etc.
  • Prepare, copy, and distribute reports as required.
  • Monitor and prepare Night Audit reports in accordance with Wyndham’s requirements meeting various due dates and deadlines.

COMPANY OVERVIEW:
Wyndham Hotels & Resorts is the largest hotel franchisor in the world and a leading hotel management company.  We stand 20 brands strong across 9,000 hotels in more than 80 countries, and we offer the most diverse collection of hotel experiences in the world.  Our iconic brands, united by the richest and simplest rewards program in the business, make hotel travel possible for all.

Our hotel owners are the stewards of our brands, and together, we champion everyday travelers.  We believe guests deserve great experiences, and our robust portfolio—distinguished by our leading economy and midscale brands—delivers just that.

We are AmericInn® by Wyndham, Baymont® by Wyndham, Days Inn® by Wyndham, Dazzler® by Wyndham, Dolce Hotels and Resorts® by Wyndham, Esplendor® Boutique Hotels by Wyndham, Hawthorn Suites by Wyndham®, Howard Johnson® by Wyndham, La Quinta® Inns & Suites, Microtel  by Wyndham®, Ramada Encore by Wyndham, Ramada Worldwide® by Wyndham, Super 8® by Wyndham, The Trademark Collection® by Wyndham, Travelodge® by Wyndham, TRYP by Wyndham®, Wingate by Wyndham®, Wyndham Garden®, Wyndham Grand® and Wyndham Hotels and Resorts®.

Headquartered in Parsippany, N.J. with offices around the globe in London, Shanghai, Buenos Aires, Dubai and more, Wyndham Hotels & Resorts employs approximately 15,000 team members worldwide.

Our Company is an Equal Employment Opportunity Employer.

Job Location: Wyndham Orlando Resort8001 International DriveOrlandoFlorida  32819
Employment Status: Full-time

What we expect from you

• Bring your best every day

• Put our guests first

• Strive to exceed expectations in all you do

What you can expect from us

• Best-in-class training and career development

• Supportive and engaged team

• Fast paced fun environment

About Wyndham

Wyndham Hotels & Resorts is the champion of the everyday traveler. Through the largest and widest collection of hotel experiences in the world, we work to make hotel travel possible for all. Wherever and however people travel, Wyndham will be there to welcome them.


Nearest Major Market: Orlando