Guest Service Manager-TownePlace Suites Wilmington/Wrightsville Beach

CMC Hotels is a distinguished hospitality company headquartered in Raleigh, North Carolina, specializing in the development, acquisition, repositioning, and management of upscale limited service, extended stay, and full-service hotels. Recognized for its dedication to excellence, the company manages properties that consistently lead their market segments by exceeding operational, financial, and guest satisfaction expectations. CMC Hotels prides itself on delivering high standards of hospitality tailored to meet and surpass the needs of its guests, ensuring memorable stays and outstanding service throughout its portfolio.\n\nFounded on the principle of Growing People, CMC Hotels considers its associates the core strength of the organization. The company is committed to fostering an environment in which employees are valued, rewarded, and given ample opportunities to develop both personally and professionally. This emphasis on people and culture is a driving force behind the ongoing growth and success of the company. CMC Hotels operates within a dynamic industry landscape, constantly adapting and innovating to maintain its leading position and uphold its reputation for quality hospitality services.\n\nThe role of Guest Service Manager at TownePlace Suites By Marriott Wilmington/Wrightsville Beach is an exciting leadership opportunity within the CMC Hotels senior management team. This position is pivotal in managing the front desk and guest service departments to ensure seamless operations, exceptional guest experiences, and full compliance with brand standards. The Guest Service Manager is responsible for overseeing and directing all Guest Service Representatives, implementing company policies, and driving guest service scores to consistently meet or exceed expectations.\n\nIn this capacity, the manager plays a critical role in maintaining efficient front office operations, including staff training, scheduling, and performance management. They address guest concerns with professionalism and tact, maintain close communication with all hotel departments, and ensure accurate and timely updates regarding room status and group information. Additionally, the Guest Service Manager enforces budget adherence, cash handling, and credit policies, upholding the company's commitment to financial integrity and operational excellence.\n\nAnother essential aspect of the role involves maximizing room revenue and occupancy through daily monitoring and updating of room availability and credit reports. The Guest Service Manager also fosters a welcoming and courteous atmosphere, ensuring all employees remain attentive and helpful to guests, colleagues, and management alike. They maintain the necessary supplies for the front office, monitor guest service performance metrics daily, and stay informed about hotel events as well as local area happenings to assist guests effectively.\n\nCandidates in this role must be versatile, capable of managing all aspects of the front office including reservations, the telephone system (PBX), and check-in/check-out procedures. Additionally, the Guest Service Manager supports the Preventative Maintenance program by ensuring timely documentation and communication with the corporate office. This role requires a blend of leadership, operational expertise, strong customer service orientation, and an ability to work collaboratively within a fast-paced hospitality environment.\n\nCMC Hotels offers a competitive benefits package to eligible employees, including paid vacation, paid sick leave, holiday pay, access to a fully vested 401K program, health insurance through Blue Cross Blue Shield, dental and vision coverage, life insurance, short-term and long-term disability coverage, and exclusive Marriott hotel discounts. Prospective candidates interested in joining a reputable and growth-oriented hospitality organization are encouraged to apply online at cmchotels.com.