City of Tampa

Guest Services Manager (#121900) MC

$36.36-$56.97 Hourly / $6,302.40-$9,874.80 Monthly / $75,628.80-$118,497.60 Yearly


Introduction

This is highly responsible work involving the supervision of guest services programs, monitoring of product and service offerings, and training staff.

Nature Of Work

An employee in this class is responsible for performing tasks of considerable difficulty, which relate to the overall service experience for guests, visitors, clients, and exhibitors hosting events. This employee works under direction and is required to exercise considerable initiative and independent judgment with respect to the implementation of guest service programs, revenue opportunities and training. Monitoring and identifying service improvement areas in the food and beverage product, audiovisual rentals and other client-contracted services will be imperative. Considerable tact, courtesy and diplomacy will be required of this employee when resolving issues for clients, guests and employees. This employee identifies deficiencies in performance of service and takes action to solve problems and implement corrective measures. Close liaison with the hotel community, knowledge of their needs, and benefits of mutual business opportunities for the Convention Center will be important aspects of the job. Supervisory responsibilities will include the recruitment, training and guidance of guest service ambassadors, receptionists, other guest contact personnel and exhibit service staff along with administrative personnel assigned to the division. Accountability for service scores, based on Tampa Bay Convention and Visitors Bureau (TBCVB) questionnaires and inhouse survey tool, will guide improvement decisions and measure the success of center initiatives. On-going training sessions for Convention Center and contractor employees to enhance guest service scores will be coordinated by this employee. This position requires some work that will be performed on weekends, holidays and nights to ensure service standards are being achieved. Work is reviewed through TBCVB client scores, in-house scoring system, client feedback, revenue improvements, reports submitted, and observation of results obtained. Appointed position; employee serves at the pleasure of the Mayor.

Examples of Duties

Supervises assigned personnel engaged in fulfilling guest and exhibit services; manages daily schedules and responsibilities for guest services ambassadors and exhibit services personnel.

Establishes relationships with hotels, attractions, restaurants, and transportation providers to deliver a comprehensive service package for clients; maintains updated information from tourism-based properties and organizations through on-going networking efforts.

Monitors product and service of various service providers as contracted by clients; works in partnership with providers to ensure a high level of guest satisfaction with their overall Convention Center experience.

Measures success of the department and the Convention Center through the agreed criteria from TBCVB and the Center; makes plans for improvement and follows through on initiatives.

Is responsible for customer service and revenue stream from tradeshow floor; enhances the revenue performance of the Center through developing additional revenue sources and working closely with sales to promote and showcase the Center of potential meeting, social and corporate business.

Implements various customer and guest service training programs to include purchasing of training materials, selection of programs and scheduling instructors.

Performs related work as required.

Knowledge, Skills & Abilities

Considerable knowledge of: guest service skills; food and beverage product and service expectations; effective interaction and planning with the hotel community; effective leadership and supervisory techniques; conflict resolution techniques and procedures to enhance interpersonal relationships.

Working knowledge of: fiscal accountability/budget preparation; sales presentations and support; problem solving strategies.

Ability to: establish and maintain effective working relationships with clients, service providers, hotels, restaurants, attractions, transportation providers and the public.

Suggested Minimum Qualifications

Graduation from an accredited college or university with a bachelor’s degree in business management, communications or a related field and three (3) years of experience in guest relations, customer service, food and beverage service, and catering/meeting related sales; or an equivalent combination of training and experience.

Licenses or Certifications

Possession of a valid drivers license may be required.

Comments

During periods when the Mayor issues an emergency declaration for the City of Tampa, all employees may be required to work in preparation, response or recovery activities related to the stated emergency.

CLASS: 121900; EST: 8/14/2013; REV: ;