Guest Services Manager

Reports to: Director of Operations

General Summary

The Guest Services Manager has the responsibility of efficient hands-on management of the hospitality services and staff in order to meet guests’ needs while on campus.  This position also supervises cleaning personnel and housekeeping functions.  Your responsibilities will include daily supervision of staff, assignment of tasks and schedules in order to ensure prompt provision of a welcoming, clean, healthy, and safe environment for all students, guests, and areas.  In addition, the position includes the supervision of personnel and your own participation in the day to day physical set up for the programs and events of our Conference and Educational Services.

You will be a key member of the Events Planning Team, along with the Director of Operations, the Conference Services Manager, the Coordinator of Short Term Education Programs, and the Dining Services Manager. Your task will be the effective provision of Pendle Hill services to guests and students. You will work strategically with the Events Planning Team to define, quantify, and maintain standards as well as to improve procedures and systems for the delivery of excellent customer service in dining rooms, guest rooms, and meeting rooms. Responding to customer complaints and to their recommendations and compliments will be an important factor ensuring continuous improvement in your department.

Another key task for your position is to determine, with the Director of Operations and your team, the goals for your department, and with the Director of Operations and your team, provide the quantitative and qualitative means to assess your department’s goals on an ongoing basis.

Ultimately, your goal is make sure Pendle Hill guests and students are comfortable and feel very welcomed at Pendle Hill. As with all staff members, it is to ensure that each guest and student will have every opportunity to retreat, study, and experience the work of the Spirit during their time at Pendle Hill.

Working Environment

Pendle Hill is a Quaker retreat and study center that offers programs open to people of all faiths. Our work includes a residential study program, weekend workshops and retreats, conference services, short courses, publications, leadership training for youth, and a full-service bookstore. The resident community consists of staff and students, and we host Pendle Hill workshops and outside conferences. In consequence, the community will vary in size from approximately 30 to 130 persons. Our ministry is to provide retreat, formation and nurture for all our guests and students through excellent and welcoming customer service. We nurture the life and witness of the Religious Society of Friends (Quakers) through worship, work, study, and service and uphold God’s work in transforming the world. We welcome those of all spiritual paths.

Desired Qualifications

• Management and supervisory experience.
• Experience in event coordination and hospitality services.
• Knowledge of professional cleaning supplies and methods, AV and housekeeping equipment.
• Experience in ordering supplies and budget management.
• Bachelor's degree or equivalent in work experience.
• Public speaking skills and excellent communication skills.
• Proficient in Microsoft programs, especially in Excel and Word.
• The ability to articulate and model a welcoming, Spirit-centered approach to hospitality and motivate staff in a diverse environment with a strong focus on customer service.
• Experience working in multi-cultural settings and commitment to racial justice.
• Ability to self-manage and be proactive is key as well as the ability to identify defects in the operation and implement the correct solutions.
• Strong understanding of the needs and conditions necessary for spiritual retreat.
• Sincere interest and the ability to create and maintain a positive perception of Pendle Hill and its programs.
• Willingness to work irregular weekday and weekend hours a must.
• Residence at Pendle Hill required. A desire to work and live in community is necessary.
• Good organizational skills.
• Current driver's license.

Duties and Responsibilities

• Supervise, train, and schedule the Housekeeping and Hospitality staff; assign duties and inspect work.
• Supervise, train, and schedule volunteers and work study students in dining, hospitality, and housekeeping services.
• Lead all hospitality staff and volunteers by demonstrating a welcoming presence and excellent customer service.
• Responsible, along with the Dining Services Manager, for front of house dining services and the providing of refreshments for programs, conferences, and special events.
• Develop housekeeping and hospitality team members through appropriate coaching, training, and mentoring. Provide leadership and guidance to team members in procedures and policy in all aspects of cleaning, room preparation, equipment use, and maintenance.
• Recruit personnel, in cooperation with the Director of Operations.
• Investigate complaints regarding housekeeping and hospitality services, in cooperation with the Director of Operations.
• Inventory, order, and maintain household supplies, AV and housekeeping equipment, and room keys.
• Keep an up-to-date accounting of expenditures.
• Ensure clean, orderly and safe facilities, meeting rooms, and guest rooms.
• Manage and/or participate in the set up and clean up of facilities and AV equipment for programs and conferences, including refreshments.
• Manage and/or participate in all forms of registration at Pendle Hill for guests, programs, and conferences, including reception desk operations, payment, and orientation.
• Manage and/or participate in the preparations for all Pendle Hill events.
• Assist Conference Services in providing tours of Pendle Hill for visitors, guests, and prospective clients.
• Coordinate event details with clients upon their arrival. Manage and/or participate as host to all program and conference facilitators throughout their visits.
• Manage and participate in the hospitality and emergency cell phone “on call” duty.
• Manage and participate in guest transportation to and from local trains; monitor gas use and cleanliness of vehicles.
• Supervise all personnel involved in weekend events in the Director of Operation’s absence.

Supervises

One or two hospitality interns, one full-time housekeeper, two or three part-time housekeepers, student work-scholars, and volunteers.

Time Expectations

This is a full-time, exempt position. On-campus residence is required. All staff at Pendle Hill spend a few work hours each week contributing to the community through meal time, housekeeping, or maintenance work. Irregular weekday and weekend hours will be required.

Compensation and Benefits

Competitive cash salary and standard benefit package for full-time employees of Pendle Hill. Twenty paid vacation days and ten paid holidays.

Interested?

Please submit a current resume, contact information for three references, and a cover letter describing your interest to Sandra Horne at Pendle Hill, 338 Plush Mill Road, Wallingford, PA 19086 or This e-mail address is being protected from spambots. You need JavaScript enabled to view it .

Review of applications began on January 30, 2010 and will continue until the position is filled.

Please mention in your cover letter how you heard about this opportunity.