The Guest Services Department supports the mission of Shaker Village by providing guests with a welcoming and thoughtful introduction to the Village experience, efficiently connecting those guests with the exciting opportunities that await them.

Position Summary

The Inn Guest Services Manager leads frontline sales and information efforts to provide a high quality Shaker Village welcome to over 125,000 guests every year. The manager is responsible for providing consistent, personalized customer service throughout leisure guest reservations, admissions and information services. The position supervises a team of Guest Services Representatives (GSR) that serve as the initial point of contact for guests in person, by phone and online.

Duties include but are not limited to recruiting, selecting, scheduling, supervising and providing ongoing training for GS Representatives; maintaining and administering point-of-sale systems and financial reconciliation; collaborating with departments (Group Sales and Events, Marketing, Program, Accounting) to greet and process group tours; and analyzing and reporting guest data. This position is highly visible to the public and covers staffing of various points of sales locations when necessary.

Responsibilities

• Oversee the daily operations of the frontline GS activities at the welcome desk, mobile sales locations and one call sales center (phone and online) with a focus on professional and prompt customer service, organization and efficiency to ensure an excellent guest experience.
• Recruit, select, train, appraise and supervise GS representatives, ensuring human resources procedures are followed, outgoing information is accurate, and daily accounting processes are adhered to. Maintains exceptional standards of customer service, cleanliness and physical appearance of all locations and staff, and prepares weekly schedules for all departmental staff.
• Review and recommend improved processes, pricing and customer benefits to enhance the guest sales experience. Work with Marketing, Program, Food and Beverage, Hotel and other departments to improve services based upon guest feedback.
• Implement and maintain reservation and sales procedures for hotel reservation system (Resort Data Processing), admission ticketing system (Retail Sales Pro), event sales system (WordPress), dining reservations (DineTime), equestrian annual passes and boarding (Excel), etc. This process includes working with accounting and IT to ensure terminal setup, reliable operability, maintenance and periodic updates to software and hardware to facilitate processing and reporting needs.
• Coordinate data collection and reporting efforts for various point-of-sale systems and seek opportunities to better utilize available data.
• In collaboration with the Vice President of Hospitality Services, serve as the lead systems administrator for the hotel reservation system (Resort Data Processing), including building rates, room inventory, descriptions, packages, room blocks, reporting and other RDP data management procedures.
• In collaboration with Hospitality Services, Marketing, and Groups Sales and Events departments, review, recommend and implement effective hotel reservation system protocols including yield management strategies and advance purchase rates.
• Proactively maintain a well informed, working knowledge of the services, program and events available at Shaker Village for training of staff and the general public. Oversee the development and coordination of job specific training and ongoing education programs for the GS staff, including incorporation knowledgeable and appropriate background material in coordination with Marketing and Programming.
• Conduct daily briefings with staff to inform them of property happenings in reference to GS responsibilities and communicate daily schedules, events and any changes for points of sale staff, so that they may notify guests.
• Serves as an advocate for the guest while, at the same time, promoting the welfare of the property; communicates with a variety of guests with diverse interests and abilities to ensure a positive experience; resolves guests concerns and complaints to their satisfaction while keeping Shaker Village's best interest in mind. Relate visitors concerns about pricing, experience and programs, as needed, to the VP of Hospitality and other management staff.
• Work with group sales and accounting as student and group functions are scheduled to ensure proper onsite payment processing; input and process sales income; works with accounting department to ensure payment policies and reconciliation procedures are followed, and record keeping is accurate and timely to maintain financial and data integrity.
• Manages on all matters (in collaboration with the VP of Hospitality) concerning personnel, actively participating in the recruitment, hiring, training, evaluation and disciplining of all GS, staff and coordinating with other departments as necessary to fulfill any special needs relating to GS (i.e. Events).
• Work closely with Marketing, Program, Group Sales and Events and other departments to increase sales, promote point of purchase annual passes and provide input on initiatives to attract guests and encourage repeat visits.
• Partner with other Shaker Village departments in all relevant aspects of the promotion, advertising and utilization of all assigned areas. May be assigned additional duties to meet business and departmental needs

Skills and Qualifications

• Proven self-starter, able to work efficiently and effectively with minimal supervision and able to appropriately use initiative to meet department goals
• A collaborative and flexible style, with a strong service mentality. Needs to be seen as a team player who is committed to lifelong learning
• A hands-on manager with integrity and a desire to work in a dynamic, mission driven environment
• Demonstrated ability to supervise and motivate a team
• High level of interpersonal skills and ability to handle sensitive and confidential situations while demonstrating poise, tact and diplomacy to effectively communicate with a wide range of people and personalities
• Flexible schedule to accommodate weekends, some evenings, holidays and special events (five day work week includes Saturdays)
• Familiarity with business cash handling procedures and working knowledge of a variety of computer software application in word processing, spreadsheets and point of sale software.
• Ability to work in a fast paced environment; adhere to deadlines; demonstrate flexibility in meeting shifting demands and priorities
• An effective communicator, with strong oral and written skills
• Strong commitment to developing team members
• Demonstrated commitment to the organization's mission is essential

Education and Experience

• Bachelors of Science (or similar) degree in sales, business or related field of study
• 3+ years' experience in hospitality or retail customer service setting with exceptional customer service skills

Mental and Physical Requirements

• Must be capable of standing for long periods
• Must be capable of lifting 25 pounds
• Must have excellent manual dexterity 

Working Environment and Conditions

• Requires working outdoors in all weather conditions
• Requires availability by phone or email outside of regular schedule and typical working hours
• Requires flexibility to cover shifts as needed
• Requires working some evenings and weekends