Guest Services Manager at Thomas E. Strauss Inc. in Bird In Hand, Pennsylvania

Job Description:

Serving Lancaster County Since 1929!
Few companies can claim over 95 years in business, but we can at Thomas E. Strauss, Inc. We owe our ongoing success to our exceptional staff and solid management team who are dedicated to an excellent guest experience.

Here is your opportunity to be part of a dedicated team at Thomas E. Strauss, Inc.
Our business is booming, and we are seeking outstanding team members who take pride in their work, and ownership of the position to ensure we are living up to our high standards and providing a friendly guest experience.

What we expect from you:
A friendly, professional demeanor toward coworkers and guests after all, our mission is to make people feel valued. We expect that of you, and we do our best to make YOU feel valued as well!Self-starter who owns the responsibilities of the role.A commitment to show up on time for every shift - ready to work hard alongside your team members.Your dedication to our values of diversity, integrity, excellence, accountability, community, and especially your willingness to have FUN!

Heres what we offer to you:
Competitive pay.Excellentbenefit packageand employee perks.Ability to earn unlimited employee referral bonuses.Ability to work in other business units within the hospitality group to make extra cash or gain new work experience. The more you know, the more you grow!A work-to-live not a live-to-work workplace!

Our Mission: Make people feel valued.
Our Values: Diversity, Integrity, Excellence, Accountability, Community and FUN!

Thomas E. Strauss, Inc., is a local family-owned hospitality group. Our businesses include Millers Smorgasbord, Millers Bakery, The Quilt Shop at Millers, Locally Made Food Shop, Annas Gifts & Sundries, Plain & Fancy Farm, AmishView Inn & Suites, Smokehouse BBQ and Brews, and Plain & Fancy Country Store.

Position Summary
The Guest Services Manager possesses excellent guest service skills and oversees the front desk co-workers and operations. The Guest Services Manager has a proven ability to cope with conflict, stress and crisis situations through effective problem-solving and mediation skills and possesses the ability and will to train, develop, coach and retain employees while maintaining a healthy culture and keeping morale high. The Guest Services Manager acts as a liaison with housekeeping, laundry and breakfast staff in assuring an exceptional guest experience.

Essential Duties and Responsibilities
Support and help maintain high standards of guest service across departmentsDemonstrates working relationship and communication skills conductive to a professional and friendly work environment with all departments. Resolves all guest requests, concerns, complaints, and suggestions quickly, efficiently and courteously in a continuous effort to provide exceptional guest service.Communicate staff issues and needs to the Assistant General Manager. Assists with forming positive and fair solutions to these issues to maintain a healthy and happy workplace.Encourages and demonstrates positive morale characteristics for all staff.Maintain Front Desk schedule to ensure efficiency, productivity and quality to provide the best Guest Service experience possible. Assists in training, cross training and retraining of all Front Desk staff.Interviewing and hiring staff.Is excellent with safety and emergency procedures and knows how to act upon them. Leads quarterly Front Desk meetings and positively contributes to all regularly scheduled meetings of the hotel staff. Provides constructive input to foster process improvement within the department. Maintains confidential information that is received. Adheres to all department and company policies and procedures. Jump into position and get your hands dirty when situations require it.Flexible schedule to assist with covering different shifts as needed, including Night Audit. Performs and assists with other duties and responsibilities set forth by the General Manager and Assistant General Manager.

Minimum Qualifications (Knowledge, Skills, and Abilities)
Minimum of two years leadership experience in restaurant/hospitalityMust have a guest first mentality and a strong ability to oversee and manage to ensure a high-quality guest experience.Excellent organizational, verbal, written, interpersonal and customer relations skills. Have the ability to inspire and motivate, accept feedback from others, plan and delegate work assignments, set expectations and monitor delegated activities. Understanding of how to meet employees where they are while maintaining positive company culture. Appropriate Time Management skills. Ability to pivot and re-prioritize multiple tasks or goals as the hotels environment can change quickly.Observe safety and security procedures and uses equipment and materials properly. Proficient with Microsoft Office (Word, Excel, Outlook), Property Management software, and ordering/inventory systems. Must have a high school diploma or equivalent.