Guest Service Manager

Guest Service Manager Baymont Inn and Suites Madison, WI Job Details Full-time From $45,000 a year 19 hours ago Benefits Health insurance Dental insurance 401(k) Paid time off Vision insurance Employee discount Life insurance Referral program Qualifications Hotel cost control Financial planning Customer communication Staff supervision Preparation of internal financial performance reports Team member evaluation Hotel regulations compliance Hotel policy compliance Managing teams in a customer support role Inventory management Customer service Safety regulations Staff scheduling Hotel quality control Labor cost analysis Routine inspections Performance feedback (performance evaluation method) Managing hospitality teams Frontline customer support management Team development Driver's License Training employees on security practices Customer engagement Mentoring Front desk Multi-line phone systems Office management Guest services Hotel and accommodations guest complaints handling Phone etiquette Full Job Description

JOB DESCRIPTION

Pay is starting at $45,000 yearly and is based on experience. Currently seeking a Full Time 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. A strong customer satisfaction disposition is mandatory. Must be available for 1st, 2nd, and 3rd shift days, nights, weekends, and holidays.

REQUIREMENTS

Financial:

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.

Staff:

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 are properly trained and have the tools and equipment to carry out job duties. Confirm staff are properly trained on systems, security, and cash-handling procedures, as well as service and quality standards.

Guest Experience & Responsible Business:

Perform other duties, as assigned. May also serve as Manager on Duty. Verify that front office staff provide 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. Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled securely. Train team members on procedures and serve as a central communications point during emergencies/crises; knowledge of local fire, police, and emergency personnel. Covering shifts/your department schedule is your responsibility if replacement coverage is not available. Qualifications Proven experience in customer service and guest relations within the hospitality industry Strong front desk management skills and familiarity with multi-line phone systems Knowledge of hotel operations and management principles Ability to communicate effectively, with bilingual or multilingual skills preferred Experience with night audit procedures and resort environments is a plus Excellent phone etiquette and interpersonal skills to enhance guest experiences

Job Type:

Full-time Pay:

From $45,000.00 per year

Benefits:

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

Experience:

Hotel management: 1 year (Preferred) Ability to

Commute:

Madison, WI 53717 (Required) Ability to

Relocate:

Madison, WI 53717: Relocate before starting work (Required)

Work Location:

In person