Guest Service Manager

Guest Service Manager

The Guest Service Manager will manage Front Desk operations to ensure quality service and standards while delivering a stellar guest experience. They will directly supervise the Guest Services team. This position reports directly to the General Manager and is part of the property's Senior Leadership Team.

DUTIES AND RESPONSIBILITIES

• Oversee all aspects of the operation and service for the Rooms and Guest Services Departments.
• Assure effective orientation and training for new staff and develop activities for experienced staff.
• Provide mentoring, coaching and regular feedback to help improve team member performance and morale.
• Support department managers, including but not limited to greeting guests, covering shifts, providing direction, and overseeing all aspects of customer service and property cleanliness.
• Work closely with all departments of the hotel to ensure group, guest and employee satisfaction.
• Address team member and guest complaints and advise the General Manager about appropriate corrective actions taken.
• Work to ensure guest billing is accurate; complete daily, weekly, and monthly accounting responsibilities.
• Work closely with Sales Department to manage occupancy and group room blocks, balancing room type availability.
• Participate in weekly Revenue Management Meetings.
• Complete weekly room and public space inspections with the Executive Housekeeper.
• Complete accurate monthly forecasting for each of the department's revenue outlets.
• Monitor budget and control expenses with a focus on room rate, guest service scores and labor cost.
• Review and approve all product invoices before submitting to accounting department. Maintain department expense budget.
• Ensure Brand Standards are followed and maintained in each department.
• Participate in all Quality Inspections.
• Participate in Manager on Duty Program, with responsibility for monthly scheduling of managers on duty.
• Ensure that all legal requirements are consistently adhered to including wage & hour laws and federal, state & local laws pertaining to room safety & sanitation.
• Ensure compliance with all federal, state and local regulations concerning health, safety, or other requirements.

JOB REQUIREMENTS

• Experience in hotel Housekeeping and Front Desk supervisory position is required.
• Must be guest focused while being creative and able to problem solve during challenging times.
• Must be able to multitask and make difficult decisions on the spur of the moment.
• Experience with PMS computer systems is required.
• Guest relations skills are required.
• Previous experience working with budgets and P&L is preferred.
• Must have valid driver's license and current insurance.
• A minimum of an Associate's Degree in Hospitality is a plus.
• Must speak fluent English; bi-lingual in Spanish is a plus.
• Must have reliable transportation.
• Must be able to regularly work evenings and weekends

BENEFITS

• Medical, Dental, and Vision Insurance Options
• Company Paid Life Insurance
• Company Paid Telemedicine
• Supplemental Life Insurance
• 401(k) with company match
• Earned Wage Access ("on-demand pay")
• Hotel Room Discounts
• Company Paid Employee Assistance Program
• Perks through Benefit Hub
• Generous Time Off Package