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Guest Service Manager
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Holiday Inn Grand Rapids Downtown
Grand Rapids, MI (In Person)
$55,000 Salary, Full-Time
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Job Description
As Guest Service Manager you'll lead the front office department to ensure a memorable guest experience is delivered and departmental revenue and profit goals are met - always following safety and compliance requirements, local policies and procedures. As a leader of this team, shift variability is to be expected based on business needs and staff availability. This may lead to an average work week of 45 hours for shift coverage as needed. This role does act as systems administrator for all front desk systems. This does require occasional after-hours availability for system troubleshooting and/or updates. We are a busy downtown full-service hotel looking for an exceptional, people first leader for our Guest Service Team. A successful candidate will be able to prioritize multiple tasks and deadlines successfully, while managing a team of up to 15 staff with differing personalities and work styles. Responsibilities Oversee daily front desk operations to ensure exceptional guest service and satisfaction. Manage guest inquiries and resolve issues promptly, maintaining a high standard of hospitality. Coordinate with hotel staff to ensure seamless guest experiences, including check-in and check-out processes. Foster positive guest relations to encourage repeat visits and enhance overall hotel reputation. Oversee hotel reputation management for online review response, brand survey response and follow through with hotel departments as needed. Train and supervise front desk personnel, ensuring adherence to hotel policies and procedures. Manage hotel rooms inventory utilizing hotel PMS and above property systems. Maintaining balance between the two systems, for reservation accuracy. Coordinate with Director of Rooms for new rate program communication roll outs, IHG One Rewards program updates, and Brand Standard updates. Manage daily, weekly, and monthly reporting to on property Controller, Director of Rooms, General Manager, and hotel ownership. Manage weekly scheduling and payroll for the front office department. Manage staffing levels for the front office including all guest service representatives, night auditors, and shuttle drivers. This includes hiring, coaching, and training. Qualifications Proven customer service skills with a strong background in hospitality and guest relations. Ability to remain calm under pressure and handle stressful situations with grace and professionalism. Experience managing front desk operations in a full-service hotel environment. Proficiency in hotel computer and communication systems including HotelKey, Onity, Canary, Quore, and Relay. Knowledge of hospitality management principles and practices. Familiarity with maintaining a departmental budget and inventory. Multilingual or bilingual abilities are a plus. Familiarity with night audit processes and full-service hotel operations. Education Bachelor's Degree preferred. Equivalent work experience required.