Guest Service Manager

About the role

The Guest Service Manager oversees the safe and efficient operation of the front desk, maximizes profitability, and ensures high levels of guest satisfaction are achieved. This position provides training, support and resources to the front desk staff.

Responsibilities

• Oversee the safe and efficient operation of the front desk
• Maximize profitability
• Earn and maintain trust and respect
• Deliver hospitable service that is attentive, friendly, efficient and courteous
• Collaborate, create rapport, and work effectively with others
• Identify the issue, collect and analyze information to understand the problem and effectively resolve
• Train and support the front desk staff

Requirements

• Leadership – ability to effectively motivate, mentor, coach & counsel others to perform well (including appropriate documentation)
• Customer Service – deliver hospitable service that is attentive, friendly, efficient and courteous; demonstrate patience, tact and diplomacy
• People Skills – ability to collaborate, create rapport, and work effectively with others
• Communication Skills – ability to effectively listen & communicate professionally, both verbally and in writing
• Problem-Solving & Analytical Skills – ability to identify the issue, collect and analyze information to understand the problem and effectively resolve. Identify, recommend, and implement best practices
• Judgment & Discretion – appropriately handle confidential and sensitive information
• Organizational & Time Management Skills – ability to appropriately schedule time to meet job demands, multi-task, prioritize, follow through, and work efficiently with limited supervision
• Aptitude & Adaptability – ability to learn quickly and adapt to changing priorities and business needs
• Composure – ability to maintain composure and work under pressure, managing stress to meet business demands
• Attention to Detail – ability to follow instructions and achieve thoroughness and accuracy when accomplishing tasks
• Computer skills/ Technical Aptitude – proficiency in computer technology, i.e. e-mail, MS Word, Excel, & other hotel related systems. Utilize technology to enhance organizational efficiency
• Training – ability to share knowledge and act as a resource in teaching others to perform tasks efficiently and safely
• Ability to troubleshoot basic computer/printer/photocopier/fax/phone technical problems

Qualifications

• 2 plus years’ of guest services experience required (preferably in a hotel environment); management or previous supervisory experience preferred
• Associates degree and/or equivalent work experience
• Bilingual in Spanish is a plus

Skills

• Leadership
• Customer Service
• People Skills
• Communication Skills
• Problem-Solving & Analytical Skills
• Judgment & Discretion
• Organizational & Time Management Skills
• Aptitude & Adaptability
• Composure
• Attention to Detail
• Computer skills/ Technical Aptitude
• Training
• Ability to troubleshoot basic computer/printer/photocopier/fax/phone technical problems

Benefits

• Health Coverage That Works for You: We contribute up to 80% toward individual health plans and offer affordable dental and vision insurance. Plus, with FSA and HSA options, you can plan for your healthcare costs your way.
• Secure Your Future: With our 401K plan and discretionary yearly match, you can build the financial future you deserve.
• Paid group term life insurance for select positions, 50% shared cost short-term disability, and you have the option to purchase additional employee paid life insurance.
• PTO plan and 7 paid holidays to maintain work-life balance. Need quick access to your paycheck? Our earned wage access program has you covered!
• Employee Assistance Program (EAP) and a sober support network, and our commitment to being a recovery-friendly workplace, we're here to help you thrive personally and professionally.
• Exclusive hotel travel discounts as a member of our team. Additional benefits may be available based on property specific locations!

Pay

$50,000-$55,000/year

Schedule

Full Time