Guest Service Manager

Charlotte, NC, USA|Onsite

Job Overview

Employment Type

Full-time

Compensation

Hourly

Range $55.00 - $60.00

Work Schedule

Flexible

Weekend Shifts

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Employee Discounts

Retirement Plan

work schedule flexibility

Professional Development

Job Description

The Le Meridien Sheraton Charlotte Hotel, managed by StepStone Hospitality, is a prestigious dual complex situated in the vibrant Uptown Charlotte area. With 605 guest rooms and an impressive 65,000 square feet of meeting and conference space, this hotel offers both luxury accommodations and extensive event hosting capabilities. Renowned for its high standards in guest services and hospitality, the Le Meridien Sheraton Charlotte Hotel combines the unique appeal of both brands, Le Meridien and Sheraton, to provide guests with an exceptional experience that blends elegance, comfort, and modern amenities. The property attracts a diverse clientele including business travelers, tourists, and event attendees, contributing to its dynamic and fast-paced environment. StepStone Hospitality is committed to delivering excellent service and upholding the reputation of these premium brands within the hospitality industry.

The Guest Service Manager role at the Le Meridien Sheraton Charlotte Hotel is a critical leadership position designed for a dynamic, motivated, and service-oriented professional. This individual will oversee the department responsible for managing all incoming and outgoing communications via the hotel's PBX system, ensuring that every guest interaction is handled promptly and courteously. The manager will supervise PBX Operators, guide the team in maintaining high service standards, and develop policies to ensure consistency across the group. This role involves direct involvement in emergency situations, coordinating immediate assistance where necessary, thereby playing an essential part in guest safety and operational efficiency.

In addition to supervising telephone operations, the Guest Service Manager will also handle guest complaints and anticipate needs to maximize satisfaction. Frequent interaction with hotel personnel, guests, and the surrounding community requires professionalism and strong interpersonal skills. The manager will be responsible for training staff on multitasking between front desk duties and phone operations, ensuring seamless service delivery. The position requires flexibility, as working hours vary weekly, including weekdays, weekends, and holidays. The salary range for this role is between $55,000 and $60,000 per year, reflecting the importance and responsibility embedded in the job. Overall, this position offers an excellent opportunity for a hospitality professional seeking a managerial role in a leading luxury hotel setting in Charlotte, North Carolina.

Job Requirements

Minimum one year experience in PBX or similar guest services roles in luxury or ultra luxury properties
High school diploma
Maintain confidentiality of guest information and pertinent hotel data
Prior heavy exposure to guest services or PBX department
Thorough knowledge of telephone systems
Ability to suggestively sell
Ability to input and access information in property management systems and computers
Ability to be resourceful, creative, and maintain flexibility
Ability to perform mathematical operations with units of measure including dollars, cents, feet, inches, cups, pounds, and ounces

Job Qualifications

Minimum one year experience in PBX or similar guest services roles in luxury or ultra luxury properties
High school diploma
Prior heavy exposure to guest services or PBX department
Thorough knowledge of telephone systems
Ability to suggestively sell and input/access information in property management systems
Strong communication and interpersonal skills
Ability to maintain confidentiality of guest information and hotel data
Resourceful, creative, and flexible individual
Basic mathematical skills for measurements and financial transactions

Job Duties

Develop and update policies and manuals related to the AYS Department for field implementation
Hold the team accountable for relevant service standards
Keep records and ensure PBX Operators have complete knowledge of hotel extension numbers, radio communications, call screening procedures, and hotel services
Resolve and anticipate internal and external guest needs and complaints
Maintain positive guest relations
Maintain knowledge and correct use of PBX equipment and software including PBX Switch, GXP, Lightspeed, computer, and fax machines
Interact courteously and professionally with guests, staff, and community members
Perform various duties efficiently and adapt to task changes
Ensure materials and equipment readiness for service and rectify deficiencies
Train staff on front desk duties and phone operations
Perform all other duties as required