Guest Services Manager

About the role

The Guest Services Manager sets the tone for the front-of-house guest experience of the hotel. This integral role leads the Guest Services department, ensuring that the service delivered to our guests is unique and memorable, meeting our high expectations.

Responsibilities

• Uphold and role model the company’s principles of People, Place, and Character, while encouraging your direct reports to embody our values that drive collaboration, intuitive service, and translocal hospitality
• Demonstrate passion and aptitude for all aspects of a guest’s experience, coaching your team to handle all guest interactions with the highest level of hospitality and professionalism
• Serve as the tour guide for all hotel experiences a guest may encounter, following your intuition to uncover each guest’s likes or dislikes, enabling you to add a personalized touch that creates a special memory
• Collaborate with and coach your team to complete the necessary activities for the day to ensure standards are achieved, ensuring an environment where associates feel supported and valued to exceed guests’ needs
• Act as a key partner with the Director of Rooms and the operations leadership team, demonstrating a united front committed to providing the best possible guest experience
• Participate in recruitment, training, scheduling, supervising, coaching and motivation of all Guest Services associates in order to create an environment that nurtures ideas and develops future talent for succession planning in the department
• Foster open lines of communication within the department by helping to facilitate daily line ups, weekly division leadership meetings, and monthly departmental all staff meetings to create a transparent dialogue amongst the team to voice ideas and concerns, while addressing the department’s key priorities
• Coach and mentor your team on development of their skill set, fostering an environment of continuous growth; effectively use corrective action to address root causes of issues, course-correcting any missed opportunities
• Partner with Housekeeping and Engineering department heads to ensure hotel facilities and rooms are maintained in optimal condition, being emphatic about the smallest detail which may go unseen by the untrained eye
• Partner with Director of Revenue to monitor all reservation channels, verifying that detailed reservation information is collected and handled properly according to standards and protocol
• Champion departmental and hotel wide initiatives and best practices by ensuring you take the time to communicate, train, and coach associates on the purpose of each initiative
• Maintain regular communication with the Director of Hotel Operations to provide updates, discuss plans, communicate needs, and align on priorities, understanding that flexibility with your responsibilities is paramount to support a successful operation
• Foster a close relationship with Executive Chef and F&B team to ensure team is aware of all F&B offerings, new menu items and upsell and promote the internal F&B operations of the hotel

Requirements

• Minimum of (3) three years experience within Guest Services with an upscale, lifestyle, or luxury hospitality company
• Minimum of (1) one year management experience
• Professional proficiency of the English language in reading, writing and verbal communication
• Intermediate skills in Microsoft Excel and Word to create spreadsheets
• The ability to work varying schedules that may include days, nights, weekends and holidays
• The ability to stand or walk for a majority of a shift
• The ability to lift or carry up to 70 lbs
• The ability to push or pull a cart carrying up to 150 lbs
• The ability to bend and/or kneel frequently
• The ability to work in a dog friendly environment