Job Summary

The Guest Services Manager is responsible for overseeing the Guest Services Program, as part of the client’s Hospitality Services department. This position will be responsible for not only ensuring all team commitments below are being fulfilled, but also managing backend issues for ambassadors (payroll, schedule, etc.). As WMC is primarily a medical center, confidentiality will be a crucial component to this team’s operation. 

Key Responsibilities:

• Manage team of Guest Services Ambassadors, ensuring all trainings are completed and implemented into daily operations
• Serve as main point of contact for Guest Services Team, frequently reporting to client on operational updates and concerns
• Manage payroll and timesheets for team members, including PTO and LOA
• Develop SOP and ensure all approved processes are being met by ambassadors
• Ensure all shifts are populated and accounted for; PM/Weekend shifts will be required from select ambassadors
• Greet visitors and employees; welcome visitors with a smile while maintaining eye contact through the entire interaction
• Assist with guest services and support, including directing guests to the appropriate resource, wayfinding, checking guest coats and luggage, etc.
• Speak knowledgeably about the office, building, surrounding areas, transportation, local restaurants and other points of interest
• Maintain building visitor list by managing the access badge process for employees and visitors; follow all security procedures and ensure visitors have
• visitor badges and name tags
• Carry out instructions for security, fire, health and safety guidelines
• Maintain a strong awareness of business activity and communicate all updates with team members
• Create opening and closing walk-throughs for ambassadors to complete
• Other duties as assigned
   

Preferred Qualifications:  

• Three plus years managing high profile, strategic initiatives in marketing/communications/learning & development (retail, hospitality, restaurant) or five plus years in customer service or operations role
• College or graduate degree in business, marketing, communications or related field
• Excellent interpersonal communication skills – both verbal and written; ability to communicate with all levels of client management; tact in working with professional peers from other departments and all subordinates
• Detail oriented with strong organizational skills
• Ability to develop systems and reports for tracking projects and metric alignment
• Ability to effectively present information and respond to questions in one-on-one and small group situations to customers, clients, other employees and the general public, using PowerPoint as well as other mainstream software and technology
• Problem solving skills – ability to communicate operational challenges, with recommended solutions where possible
• A flexible working style for a fast-paced, dynamic environment where only limited standardization exists
• Excellent time management skills
• Demonstrated experience in development of Standard Operating Procedures