Dutch Wonderland Inn Guest Experience Manager

Roles & Responsibilities: 

Supervisory Duties: 

• Manage all aspects of the guest experience/front desk team and any other assigned departments 

• Act as an approachable mentor and coach to all assigned team members 

• Manage and control all financial aspects of assigned departments while maximizing revenue and cost savings opportunities; maintain constant vigilance over departmental spending and budgets 

• Act as a strategic visionary to implement measures that will favorably impact process, people, and/or profit 

• Ensure compliance with company and industry best practices, policies, and procedures to create a safe and productive environment for colleagues and guests 

• Become knowledgeable of performing the essential duties of all assigned front desk positions and backfill these positions when needed 

• Participate in all aspects of supervision of assigned employees, including hiring, orientation, training, performance coaching, and discipline 

• Ensure that all required meal and other breaks are being given in accordance with PA law 

• Assist with team scheduling and timekeeping activities 

Departmental Duties: 

• Oversee all operating functions of the guest experience, front desk and front office operations

• Participate in the property's Manager on Duty program.

• Foster a customer service-focused environment that drives excellent NPS results 

• Maintain a neat, clean, and professional appearance 

• Ensure that all guest experience team members are consistently following all policies and procedures outlined for the front desk 

• Greet and interacts with guests in a warm, friendly, and professional manner 

• Operate internal communication devices in an efficient and professional manner while answering and transferring calls 

• Provide highest level of customer service by anticipating, listening attentively, and promptly responding to guest requests and complaints 

• Quickly and expertly respond to guest issues with resolutions that may require “thinking outside the box” 

• Assist in maintaining brand quality standards by investigating complaints and initiating corrective action 

• Partner with housekeeping and/or maintenance to ensure guest requests and complaints are resolved 

• Perform administrative tasks such as answering the phones, scanning, copying, typing and printing 

• Maintain the front desk area to maintain cleanliness and a clutter-free environment  

• Demonstrate a working knowledge of all services and facilities of the property 

• Review all procedures to ensure that they remain current with changing regulations and/or emerging industry trends 

• Promptly report any maintenance issues to the appropriate authorities 

• Collaborate with other lodging departments to continually improve guest experience through process improvements and operating efficiencies 

• Continuously monitor building happenings and respond to emergencies in a calm and professional manner, as needed 

• All other duties assigned by leadership 

Education and Experience: 

• High school diploma, GED, or equivalent 

• Bachelor’s degree in Business Administration, Hospitality Management, or a related discipline highly desired; Equivalent work experience will also be considered 

• 3+ years of previous front desk or hospitality work experience 

• 1+ years of supervisory and/or management experience, preferably in hospitality/hotel front line and management positions 

Language: Ability to read, write, and speak fluent English; Spanish or other bilingual language skills are a plus. 

Requirements:   

• Must be at least 18 years of age to comply with PA Child Labor Laws 

• Ability to work flexible schedule, including evenings, weekends, and holidays 

• Must have reliable transportation to and from work for your scheduled shift 

• Ability to comply with all uniform policies 

• Must possess exceptional customer service skills, with an ability to resolve questions, problems, issues, and concerns in a positive and professional manner 

• Ability to portray a positive, outgoing, professional attitude  

• Ability to handle pressure and difficult situations with poise and finesse 

• Must possess strong written and verbal communication skills 

• Must possess strong attention to detail and problem-solving abilities 

• Ability to accurately use Point of Sale (POS) and/or other cash handling equipment 

• Ability to use office technology and equipment, such as PC, software, and copier 

• Must possess a general understanding of accounting practices and ability to compile facts and figures 

• Must be proficient in Microsoft Outlook, Excel, Word, and Power Point 

Physical Requirements: 

• Ability to stand in place for long periods of time 

• Ability to stand, walk, and remain on feet for majority of the workday 

• Ability to occasionally stoop, twist, kneel, bend, squat, or reach above shoulders 

• Ability to remain sedentary for extended periods of time, while using a computer 

• Ability to carry, push, pull, lift, and hold objects weighing up to 20 pounds 

Working Conditions: 

• This role will be based in an indoor lodging setting, predominantly at the front desk 

• Potential exposure to the variable outside temperatures on occasion, including high heat, cold, direct sun, humidity, dust, rain, snow, ice, and other weather conditions 

• Subject to frequent interruptions and may need to reprioritize activities 

• Subject to constant repetitive motion