Corporate

Guest Service Training Manager

Department:               Corporate Training

Reports to:                 Director of Operations

FLSA designation:      Exempt

Position Summary:

Responsible for all duties relating to the training of hotel management, sales, and front desk staff in the areas of guest service standards and operation of the property management system. The Guest Service Training Manager also provides some technical support for the property management system, RDP.

Primary Responsibilities:
 

•       Holds regularly scheduled weekly training classes for new employees encompassing guest services and front office procedures. Coordinates with the managers from each property to schedule training classes. Will make an attempt to work around employee scheduling restrictions to a reasonable degree.
   

•       Reports progress and areas for follow-up to managers following training sessions with new hires.  Looks for “red flags” that might indicate that a new hire is not a good fit with the company based on differences in philosophy or lack of ability in key skill areas.
   

•       Provides advanced training for managers including: travel agent commission checks, rate management, sales functions and group reservations, adjustments, etc.

•       Oversees supplementary outside training programs for management such as SynXis training and People Skills Training through the Effectiveness Institute.
   

•       Monitors continued staff training by keeping 4 week evaluation records as well as any other employee training records in employee files.  Responsible for ensuring that 4 week evaluations are completed and returned to the training center.
   

•       Evaluates training needs by performing monthly shop calls, visits to properties, review of reservations taken and adjustments made at the property level, and attendance at front desk meetings.  Looks for opportunities for further staff training.
   

•       Continually seeks new training methods and supplementary materials to enhance the training program and training results at the property level.  Fills in at the front desk at properties as needed.
   

•       Offers RDP support to properties by answering questions and offering further training regarding advanced RDP functions. A point of contact for RDP technical issues.
   

•        Works closely with the Revenue Manager to ensure that guest service agents understand their role in monitoring and employing revenue management strategies at the property level.
   

•       Places advertisements for open positions and disperses the incoming resumes. Point of contact for candidates inquiring about positions.  
   

•       Attends career fairs throughout the year to promote the company and recruit for open positions.
   

•       Receives and disperses guest comment cards to the field. Looks for trends and ways to improve customer service.
   

•       Assists in monitoring the interface systems including Call Accounting and the GDS to insure that they are working properly.

•       Edits and assists in creating Guest Services Standard Operating Procedural guides.
   

•       Assists in administering the Employee Recognition & Service Awards program annually.

•        Assists in organizing bi-annual meetings for department heads (FOM/AGM, Exec. Housekeepers, GM/DOS)
   

•       Helps to edit the IRM website and provides updated information on job openings.
   

•       Assists in organizing and planning company events including the annual Holiday party and summer event.

Specific Job Knowledge, Skill, and Ability:

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions for the job, with or without reasonable accommodation, using some other combination of skills and abilities.

•       Advanced computer skills and knowledge of MS Word and Excel with the ability to design a spreadsheet and a word document.

•       Advanced knowledge of RDP and other programs (Red-X, Expedia, PB Admin) with the ability to assist at the property level in the administration and training of each system.
   

•       Must be able to perform all front desk functions meeting all Silver Cloud Inns & Hotels standards for guest service.

•       Must have strong communication skills in order to convey ideas both verbally and in writing.
   

•       Other duties as assigned. 

 
Qualification Standards:

Education

College experience preferred.

Experience

One year combined prior Front Desk and Supervisory experience in the hospitality industry preferred.

Licenses or Certificates

No special licenses required.

Grooming

All employees must maintain a neat, clean, and well-groomed appearance.

Other

Previous teaching experience is preferred.  Additional language skills helpful.

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