Guest Services Manager - Kansas City Airport Marriott, KC, Mo

Job Description

Job Description

Hotel Equities, a multi-award-winning hotel development and hospitality management company, is currently searching for a remarkable Guest Services  Manager  for the Kanas City Airport Marriott, Kansas City, Missouri.

Must have Evening and Weekend Availability 

Salary : 63,000-67,000

Position Summary:

You will be responsible for ensuring exceptional guest experience by overseeing front desk operations, guest services, and related hotel services. This role leads and motivates the guest services team, resolves guest concerns promptly, and ensures the hotel maintains the highest standards of service and hospitality.  

Essential Job Duties & Responsibilities:

• Helps manage the guest experience from pre-arrival to departure and everything in between by facilitating room assignments, maintaining incoming and monitoring reservations, and managing the expectations of all guests.
• Communicate daily operations to teams and leaders in daily team briefings and relays any updates to the Operations Manager and Assistant General Manager.
• Find solutions to guest challenges, problem solving with team members and maintaining the upkeep of the Guest Services team’s administration.
• Supervise, train, and motivate guest service staff, including front desk, bell, and valet team members.
• Maintain knowledge of hotel services, amenities, and local attractions to provide informed recommendations to guests.
• Monitor and improve guest satisfaction scores and service quality.
• Provide reports on guest feedback, staff performance, and operational metrics for management review.
• Assist in developing and implementing service standards, policies, and procedures.
• Directly support the Operations Manager and Assistant General Manager as needed which includes and is not limited to supporting guest programming and coaching/motivating staff.
• Collaborate in an effective manner with all teams of the property to achieve success in all things guest facing.
• Assist in overall property operations as appointed by General Manager and Assistant General Manager.

Qualifications and Requirements:

• A minimum of two (2) years in hotel operations and management.
• Solid background in customer service and hospitality industry.
• Strong understanding of teamwork.
• Excellent interpersonal, communication, and problem-solving abilities.
• Ability to work in a fast-paced environment and handle guest complaints with tact and professionalism.
• Experience with hotel property management systems.
• Strong management and leadership skills.
• Operates with a sense of urgency and discipline.

This job requires the ability to perform the following:

• Requires advanced knowledge of the hospitality and business management fields. 
• Requires considerable working knowledge of other major areas and the skill to integrate and communicate that information.
• Requires studying, analyzing and interpreting complex activities or information in order to improve known practices or develop new approaches.
• Ability to make decisions with only general policies and procedures for guidance and keeping the General Manager informed of general direction.
• Requires highly developed communication skills in leading Ambassadors and guest satisfaction.
• Must have excellent speech and written skills in order to communicate with managers, guests and Ambassadors.
• Must have excellent literacy skills necessary for reports, policies and procedures.
• Must have vision ability in order to visually inspect hotel.
• Must have mobility to walk through the front and the back of the hotel

Other:

• Being passionate about people and service.
• Strong communication skills are essential when interacting with guests and employees.
• Reading and writing abilities are used often when completing paperwork, logging issues/complaints/requests/ information updates, etc.
• Basic math skills are used frequently when handling cash or credit.
• Problem-solving, reasoning, motivating, and training abilities are often used.
• Have the ability to work a flexible schedule including nights, weekends and/or holidays

Amazing Benefits At A Glance:

• Team Driven and Values Based Culture
• Medical/Dental/Vision
• Vacation & Holiday Pay
• Same-day pay available
• Employee Assistance Program
• Career Growth Opportunities/ Manager Training Program
• Reduced Room Rates throughout the portfolio
• Third Party Perks (Movie Tickets, Attractions, Other)
• RSP with Company Match
• Employee discount
• Life insurance
• Parental leave
• Referral program