Guest Services Manager

Live Your Passion. Add Your Magic. At Montage International, we are doing something different, something exciting and it takes passionate people to bring our vision to life. We have built a culture that leads with the important notion we live by every day; do what you love. If this resonates with you, we look forward to receiving your application. We welcome applicants with disabilities and provide reasonable accommodations as needed to our applicants. Please discuss with our hiring managers during our selection processes.

Guest Services Manager SUMMARY

The Guest Services Manager is responsible for assisting the Director of Front Office in managing the day-to-day operations for guest services; including profitable financial management and proactive strategic leadership. This role will contribute to the organization as an active business partner that is responsible for supporting the company's goals, objectives, vision, mission, and values.

ESSENTIAL FUNCTIONS

• Lead by example; support the department operation and provide direct service to guests as needed.
• Oversee the arrival and departure experience, ensuring guests expectations are exceeded at all times.
• Assist in creating and implementing profit and flow-through enhancing strategies and programs.
• Review daily financial and labor reports; providing suggestions for adjusting the operation as needed to achieve annual budget and forecasts.
• Assist in creating, implementing and executing department trainings, recruiting and innovative pre-shifts.
• Assist in managing associate engagement, scheduling, payroll, counseling and quarterly department meetings.
• Support the hotel's life-safety systems and be prepared at all times for emergency situations.

QUALIFICATIONS

• Minimum of four (4) years’ experience in customer service.
• Two (2) to three (3) years of hotel supervisory experience.
• Bachelor’s Degree required.
• Advanced skills in Word, Excel, PowerPoint, Opera and Outlook; daily use of nearly all programs will occur.
• PREFERRED Luxury hotel experience strongly preferred.
• Knowledge and experience in using Birchstreet, Alice and Flash Valet preferred.

PHYSICAL REQUIREMENTS

• Position requires walking and giving direction most of the working day.
• Must be able to stand and walk for 8 hours a day.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
• Must be able to lift up to 25 lbs. on a regular and continuing basis.
• Must be able to push and pull carts and equipment weighing up to 250 lbs. occasionally.

In the United States we are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

At Montage Hotels & Resorts and Pendry Hotels, we’re committed to delivering extraordinary, personalized and authentic experiences. How we get there is by empowering our associates to think creatively. Grow their talents. Encourage them to have fun. And allow them to follow their passion in creating moments guests will long remember. At Montage and Pendry, opportunities for career growth are bountiful, and training programs are open to those seeking advancement. We encourage all of our associates to continuously learn and grow. Working at Montage and Pendry is more than a job; it’s a way of life.