Front Office Guest Services Manager

Job Description

The Front Office / Guest Services Manager oversees the Front Office Team, which is the primary point of contact between guests, the hotel, and various hotel departments. Key responsibilities include:

• Managing the first impressions of guests and performing tasks to the highest standards.
• Assisting the team when needed, embodying the "ONE TEAM. ONE VISION." philosophy.
• Promoting internal growth programs and exemplifying the company's culture.
• Maintaining high standards, monitoring guest satisfaction, and maximizing room occupancy.
• Recruiting, managing, and training the Front Office Team, and assisting other departments as necessary.
• Complying with hotel security, fire regulations, and health/safety standards.
• Ensuring confidentiality and maintaining a clean, attractive work area.
• Communicating effectively and working flexible shifts.
• Performing physical tasks such as bending, reaching, kneeling, pushing, stretching, lifting up to 25 pounds, and using equipment.
• Handling escalated issues within brand and company guidelines to ensure guest satisfaction and uphold company values.

Skills

• Confidentiality of business functions.
• Security of guests, employees, and hotel assets.
• Knowledge of fire alarm system and evacuation procedures.
• Ability to communicate effectively in writing, by telephone, and in person.
• Flexibility to work a flexible schedule.
• Organization, honesty, and teamwork skills.
• Cleanliness and appearance.
• Integrity and respect.
• Physical abilities such as bending, reaching, kneeling, pushing, stretching, lifting up to 25 pounds, using equipment, speaking clearly, hearing, and understanding English.
• Ability to handle escalated issues and deescalate situations to ensure guest satisfaction and company values are demonstrated.

Benefits

• Paid Time Off
• Optional Health, Wellness, and Care benefits
• Health Reimbursement Program
• Flexible Spending Account
• Stay Discounts
• Company-paid Life Insurance
• 401(k) and 401(k) matching
• Employee Assistance Program
• Several Voluntary and Supplemental Insurance Options
• Select Paid Holidays and One Personal Floating Holiday
• Loyalty Incentives and Other Unique Incentive Programs