Hotel Guest Services Manager OEM

Job Description

Job Description

What Makes a McKibbon Guest Services Manager OEM? 

As a key member of the property leadership team, the Guest Services Manager is responsible for overseeing the daily operations of the guest services at the hotel to ensure a seamless guest experience. Reporting to the General Manager, the Guest Services Manager will be responsible for addressing guest concerns and requests and maintaining the highest level of ethical leadership to lead the front desk team to deliver excellent customer service while embodying McKibbon’s Guiding Principles . 

This position is an overtime eligible manager (OEM), overtime does apply and is calculated accordingly.  

A Day in the Life: 

• Guest Service Manager will be responsible for assisting with the overall performance of the property’s front desk department, including guest satisfaction, brand quality assurance, budget and labor. 

• You will act as a main point of contact for guests, ensuring their needs are met efficiently and courteously.

• Anticipate guest needs and provide personalized service to enhance their experience.

• You will supervise the daily operations of the front desk operations and front desk staff, including the supervision of shift closings, bank audits, and daily reports. 

• Guest Service Manager will be responsible for scheduling the Front Desk Department and adhering to company labor guidelines to ensure proper coverage. 

• You will train all front desk staff as it relates to brand and company standards to maximize service culture. 

• You will assist with sales and champion the Daily Sell Strategy. 

• Guest Service Manager will assist with the implementation of front office programs to enhance the experience and enjoyment of the guests stay. 

• You will be responsible for maintaining compliance and remaining up to date on new initiatives for the brand and company. 

• Inspect and ensure that safety and security standards are being maintained. 

• Handle guest complaints and concerns promptly, ensuring appropriate resolutions.

• Conduct daily reviews of guaranteed no-show billing, guest ledger, and accounts receivables. 

• You will perform payment processing and ensure that a form of payment is secured on all folios and process payment upon reaching a specific balance.

• You will be responsible for overseeing the Market (fully stocked, weekly inventory, place orders). 

• You will assist the Executive Housekeeper twice weekly, inspecting guest rooms and public areas and work with both housekeeping, maintenance and other departments to fulfill guest requests.

• You will cover Front Desk shifts as needed according to the budgeted Labor Plan.

• Embrace McKibbon’s Guiding Principles: Think Bigger, Love Your Community, Do the Right Thing, Support Each Other, Make a Lasting Impression.

Requirements: 

• Experience working in a hotel as a front desk representative (or equivalent) 

• Experience with major hotel brands like Marriott, Hilton, or Hyatt (highly desired) 

• The ability to work weekends, holidays, and evenings 

• The ability to ensure that hotel policies and brand standards are followed 

• Ability to effectively interact with people of diverse socioeconomic cultural disability and ethnic backgrounds.

• Ability to ensure that hotel policies, procedures and brand standards are followed.

• Maintain a high level of professionalism, trust and responsibility.

• Demonstrates exceptional attention to detail, ensuring accuracy and timeliness in all communications and documentation.

• Must excel in high-pressure, fast-paced environments.

• Possess strong listening skills with the ability to comprehend and address concerns and issues raised by workers, clients, and guests.

• Must be attentive, friendly, helpful, and courteous to clients, guests, and associates.

Ideal Skills & Qualities: 

• Excellent communication and problem-solving skills 

• The skills and experience to lead a team to consistently deliver exceptional guest service 

• Developing the leadership qualities of all staff 

• Maintaining positive relationships with associates to drive associate satisfaction

• Knowledge of hotel management PMS systems.

• Ability to work under pressure and handle difficult situations professionally.

• Customer focused with a passion for providing exceptional service.

Perks & Benefits Beyond the Basics: 

We know that hospitality starts from within, and that’s why we value the employee experience as much as we value our guests’ experience. From our competitive benefits package to our fun-loving spirit, we strive to create an environment that’s equal parts work and play. Our people will always be our first investment. We offer benefits and perks based on full or part time employment: 

Benefits: Full Time Associates:  

• Comprehensive benefits package including medical, dental, and vision  

• Life insurance 

• Pet Insurance

• Short and long-term disability 

• Paid time off and holidays 

• Tuition assistance 

Financial & Occupational Wellness: All Associates 

• Competitive Compensation with incentives (incentives vary by position)

• 401K Savings Plan, 50% matching up to 10% of compensation

• Associate referral program 

• Brand and company training classes, workshops and conferences for career growth and development (varies by position)

Personal Wellness: All Associates

• Fundraising matching funds program 

• Team volunteer opportunities 

• 24/7 chaplain services 

• Exclusive hotel rate discounts 

Any state specific holiday, vacation or benefit requirements will apply.

All employment decisions are made on a non-discriminatory basis without regard to sex, race, color, age, disability, pregnancy or maternity, sexual orientation, gender identity, citizenship status, military status, or any other protected characteristic in accordance with applicable federal, state, and local laws.