"Hotel Front Desk Manager"

JOB PURPOSE

The Guest Service Manager leads a group of customer service representatives who provide and maintain the highest level of service to the customer using judgment and discretion.

CORE DUTIES

• Supervise the day-to-day operations of the unit, leading and mentoring staff. Provide orientation and training to lower-level representatives.
• Provide input in hiring decisions and performance of workgroup.
• Act independently to determine methods and procedures on new assignments.
• Serve as a subject matter expert for the unit. Participate with other departments and represent the unit as needed.
• Process non-standard requests, initiate appropriate documentation and notify other departments and/or coordinate with outside agencies as needed.
• Handle the highest level of escalated and unresolved calls.
• Administer and educate others on the supported program, providing accurate information and updates to policies and procedures, improving overall customer satisfaction in the process.
• Determine whether disputed issues have been handled appropriately through substantial knowledge of internal policies and procedures.
• Work closely with others in department to identify and correct problems and make recommendations to remedy problems.
• Keep track of correspondence and interactions with customer using a customer relationship management tool.
• May represent Stanford at public events, such as fairs, athletic events and registrations, greet and serve as a resource on unit and general inquiries.
• Serve as after-hours additional hotel point of contact for group leaders.
• Work with the Sales Manager to resolve any no-shows, late cancellations, or penalty fees.

MINIMUM REQUIREMENTS

Education & Experience

Bachelor's Degree and four years of relevant experience or combination of education and relevant experience.

Knowledge, Skills and Abilities

• Demonstrate ability to effectively coordinate and provide oversight to a diverse work staff.
• Demonstrates excellent problem solving and decision-making skills to effectively solve and respond to complicated requests.
• Demonstrates leadership traits including effective communication, supervisory skills, and the ability to manage workflow.
• Excellent customer service experience and a proven ability to meet performance standards.
• Ability to communicate effectively in English both verbally and in writing with individuals and groups of diverse backgrounds.
• Ability to work independently and as a member of a team.
• Excellent attention to detail and accuracy.
• Able to use authority, knowledge and judgment to effectively respond to complicated requests.
• Ability to multitask.
• Ability to learn policies and procedures and correctly provide that information to customers and use information to make sound decisions.
• Strong computer skills such as Microsoft Office (Outlook, Word, Excel, and PowerPoint).

Certifications and Licenses

Valid California non-commercial class drivers' license.

PHYSICAL REQUIREMENTS

Frequently stand/walk, sit, perform desk-based computer tasks, use a telephone, and grasp lightly/fine manipulation. Occasionally twist/bend/stoop/squat, reach/work above shoulders, grasp forcefully, lift/carry/push/pull objects that weigh up to 20 pounds, writing by hand, sort/file paperwork. Rarely kneel/crawl.

WORKING CONDITIONS

Varied shifts required, including evenings and weekends. May work extended hours.

WORK STANDARDS

Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations. Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned. Subject to and expected to comply with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in the University's Administrative Guide.

The expected pay range for this position is $68,640 to $72,000 per annum. Stanford University provides pay ranges representing its good faith estimate of what the university reasonably expects to pay for a position. The pay offered to a selected candidate will be determined based on factors such as (but not limited to) the scope and responsibilities of the position, the qualifications of the selected candidate, departmental budget availability, internal equity, geographic location and external market pay for comparable jobs.