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 hotel's 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 Mission's 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 Mission's 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 hotel's 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 Mission's Standard Operating Procedures.