Guest Services Manager

Base pay range $19.50/hr - $21.00/hr Job Summary Hotel Equities, a multi-award-winning hotel development and hospitality management company, is currently searching for a remarkable Guest Services Manager for Delta Baltimore North in Baltimore, MD. Essential Job Duties and Responsibilities Assist in the execution of reservation responsibilities including but not limited to making/updating/cancelling reservations, returning phone calls/email, and entering/updating group rooming lists and blocks. Increase the level of guest satisfaction by delivering an improved product through employee development, job engineering, and quality image. Field guest complaints, conduct thorough research to develop effective solutions and negotiate results. Listen and extend assistance to resolve problems. Assist front desk agent, concierge, bell attendants, and front office manager with the execution of their duties as needed. Due to the nature of the hospitality industry, employees are required to work varying schedules to reflect the business needs of the hotel. Serve as manager on duty. Monitor department supplies. Monitor hotel emails. Assist other departments as directed. Required Knowledge / Skills / Abilities Must have ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information, and resolve conflicts. Basic mathematical skills necessary to operate a cash register, make change, count total bank, prepare cash drops, and total all other charges. Ability to read, speak, and understand the English language to communicate with guests. Ability to access and accurately input information using a moderately complex computer system. Desired Software Proficiencies Knowledge of Microsoft Office products. Supervisory Responsibilities Assist in the supervision of front office, night audit, and bell stand staff. Education / Experience High school diploma or equivalent (preferred). Guest relations/service experience required; hospitality experience preferred. Valid driver’s license required. Physical Requirements Frequency key: Never – 0 hours; Rare – up to 1 hour; Occasional – 1‑3 hours; Frequent – 3‑6 hours; Constant – 6‑8 hours. Sitting – Rare Walking – Frequent Climbing stairs – Occasional Crouching/bending/stoop – Frequent Reaching – Frequent Grasping – Constant Pushing/pulling – Occasional Near vision – Constant Far vision – Constant Hearing – Constant Talking – Constant Smell – Occasional Taste – Rare Lifting/carrying – Frequent (up to 50 lbs) Travel – Rare Materials / Equipment Used Operation of computer, telephone, two‑way radio. Benefits Team‑driven and values‑based culture Medical/Dental/Vision coverage Vacation & holiday pay Employee assistance program Career growth opportunities / manager training program Reduced room rates throughout the portfolio 401(k) with company match Employee discount Referral program Location & Compensation Baltimore, MD. Base pay range $19.50/hr - $21.00/hr. Estimated annual salary $70,032.00 – $80,157.00. Seniority Level Mid‑senior level Employment Type Full‑time Job Function Other / Hospitality #J-18808-Ljbffr Hotel Equities