Guest Services Manager

Kansas City, MO, USA|

Job Overview

Compensation

Salary

Range $50,000.00 - $55,000.00

Work Schedule

Flexible

Benefits

Health Insurance

Paid Time Off

Retirement Plan

Employee Discounts

Professional development opportunities

Job Description

We are a well-established hospitality company specializing in providing exceptional guest services through our hotel operations. Our establishment prides itself on a commitment to excellence, customer satisfaction, and maintaining high standards throughout every guest interaction. As a key player in the hospitality industry, we focus on delivering seamless front office operations that contribute to the overall positive experience of our guests. Our team is dedicated to upholding professionalism, integrity, and a culture that nurtures continuous growth and development among our staff members. We are currently seeking a Guest Services Manager to lead our front office team and ensure the smooth functioning of guest-related services across the hotel. The Guest Services Manager position is a full-time role ideal for an experienced professional who can balance frontline guest interaction with strong operational oversight. This role is crucial to maintaining the front desk, reservations, guest services, and telephone operations, all while fostering a welcoming and efficient guest service environment. The successful candidate will supervise front office personnel, ensuring that all duties are completed to the highest standards of hospitality. You will have the responsibility of hiring, training, and coaching employees to build a capable and guest-focused team. Additionally, your leadership will play a pivotal role in managing guest complaints with a listen-first, talk-after approach, ensuring that every issue is addressed tactfully and effectively. The position requires excellent multitasking abilities and a proactive mindset to maintain the standards of service, culture, and development across the department. Monthly reporting and coordination with senior management will also form a part of your responsibilities, keeping leadership informed about occupancy and financial data. We value professionalism, confidentiality, and a clean, professional personal appearance. This role is perfect for a dynamic, detail-oriented individual eager to contribute to the ongoing success and reputation of our hotel within the hospitality sector. We provide a supportive environment where you can grow your career while making a significant impact on guest experiences and team performance.

Job Requirements

High school education or GED required
Bachelors degree in business administration or hospitality management preferred
Minimum of two years front desk experience
Flexibility and willingness to work beyond scheduled hours, including weekends
Effective problem-solving abilities
Excellent written and verbal communication skills

Job Qualifications

High school education or GED required
Bachelors degree in business administration or hospitality management preferred
Minimum of two years front desk experience
Effective problem-solving abilities
Excellent written and verbal communication skills

Job Duties

Direct operations at the front desk and ensure customer service meets high standards for guest satisfaction
Hire, train, and supervise front office employees, ensure excellent guest services and enforcement of hotel policies
Interact with customers in person and over the phone, assist with inquiries, mitigate guest complaints
Handle front desk budget and order office supplies as needed
Compile occupancy reports and financial information for the general manager
Display a pro-active and leading role in service, culture, development, team image, systems, procedures, and skill development
Ensure proper customer relations and resolve customer complaints and problems
Adhere to, monitor, and enforce compliance with hotel and company policies and procedures
Deal efficiently with day-to-day billing and guest service queries
Review all postings for accuracy and correct discrepancies
Ensure uniform and personal appearance are clean and professional
Maintain confidentiality of proprietary information and protect company assets
Perform other duties as assigned