JOB DESCRIPTION

Currently seeking a Guest Service Manager to manage all aspects of the hotel front office, including guest registration, bell services, business center, telephone services and guest reservations and requests. The right candidate for our hotel is an individual who exemplifies a true passion for the hospitality industry, a positive attitude and a commitment to providing exceptional customer service. Strong customer satisfaction disposition is mandatory. Must be available for 1st, 2nd and 3rd shift days, nights, weekends and holidays.

REQUIREMENTS

Financial Returns:

Participate in the preparation of the annual departmental operating budget and financial plans. Monitor budget and control labor costs and expenses with a focus on rate strategy, building initiatives and inventory management. Oversee night audit function and preparation of daily financial reports. Develop plans to increase occupancy and ADR through walk-ins and selling at the front desk.

People:

Manage day-to-day staffing requirements, plan and assign work and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance. Educate and train team members in compliance with federal, state and local laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties. Confirm staff is properly trained on systems, security and cash-handling procedures, as well as service and quality standards.

Guest Experience:

Verify front office staff provides guests with prompt service, professional attention and personal recognition. Ensure guests are greeted upon arrival and make time to interact effectively with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction. Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies.

Responsible Business:

Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner. Train team members on procedures and serve as a central communications point during emergency/crisis situations; knowledge of local fire, police and emergency personnel. Covering shifts/your department schedule is your responsibility if replacement coverage is not available. Perform other duties, as assigned. May also serve as Manager on Duty.

Job Type:

Full-time Benefits:

401(k) Dental insurance Employee discount Health insurance Life insurance Paid time off Referral program Vision insurance

Work Location:

In person