Guest Services Manager - Caprock

Amarillo, TX, USA|Onsite

Job Overview

Employment Type

Full-time

Compensation

Hourly

Range $16.50 - $23.50

Work Schedule

Rotating Shifts

Day Shifts

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Employee Discounts

Professional development opportunities

Paid holidays

Job Description

Aramark is a global leader in food services, facilities management, and uniform services, proudly serving millions of guests every day across 15 countries. The company is deeply rooted in service and united by a purpose that goes beyond business — striving to create positive and lasting impacts for employees, partners, communities, and the planet. Aramark passionately promotes diversity, inclusiveness, and equal employment opportunities, ensuring a respectful and supportive workplace environment for all. With a culture that prioritizes professional growth, passion, and talent development, Aramark offers an inspiring work experience conducive to long-term career advancement. This particular job opening is for... Show More

Job Requirements

Minimum of 3-5 years of experience in a front desk or guest services role with at least 1-2 years in supervisory or management position in a hotel or hospitality environment
experience with hotel Property Management Systems PMS and reservation systems preferred
ability to stand for long periods of time as well as sit at a desk or workstation for extended hours
ability to lift up to 20 lbs and perform occasional physical tasks
associate Degree or Bachelors Degree in hospitality field preferred
strong knowledge of personal computers
three years in hospitality services or similar environment performing assistant front office manager duties
two years management experience

Job Qualifications

Minimum of 3-5 years of experience in a front desk or guest services role with at least 1-2 years in a supervisory or management position in a hotel or hospitality environment
experience with hotel Property Management Systems PMS and reservation systems is preferred
strong leadership and team management skills with the ability to motivate guide and develop a diverse team
excellent communication and interpersonal skills with the ability to interact with guests and staff professionally and effectively
strong problem-solving skills and the ability to resolve guest concerns in a timely effective manner
proficient in MS Office Suite Word Excel Outlook and other hotel management software
excellent organizational and time-management skills with the ability to prioritize tasks and work under pressure
must be able to lead motivate and communicate effectively with others
strong organizational abilities are essential
ability to stand for long periods of time as well as sit at a desk or workstation for extended hours
ability to lift up to 20 lbs and perform occasional physical tasks such as stocking supplies or handling luggage
associate degree or bachelors degree in hospitality field preferred
a strong knowledge of personal computers is essential
three years in hospitality services or like environment performing like duties as an Assistant Front Office Manager
two years management experience

Job Duties

Manage and supervise the front desk team including front desk agents night auditors and concierge staff
recruit train and onboard new employees ensuring they understand hotel policies guest service expectations and operational procedures
provide ongoing coaching feedback and performance evaluations to promote team development high morale and retention
develop and manage the front desk schedule to ensure adequate coverage and efficient operations
ensure all guests receive exceptional service from check-in to check-out addressing concerns or special requests promptly and professionally
handle guest complaints and feedback in a calm and effective manner ensuring satisfactory resolutions
collaborate with other hotel departments to ensure a seamless guest experience e.g housekeeping maintenance food and beverage
oversee VIP guest services ensuring that special requests or amenities are handled promptly
oversee the day-to-day operations of the front desk including check-in check-out procedures room assignments and guest services
ensure front desk procedures are followed accurately including guest registration billing payment processing and maintaining security of guest information
coordinate with tour directors housekeeping and maintenance to ensure rooms are ready for check-in and handle any special requirements for guests
manage room inventory monitor overbooking and assist with managing room rates and availability in collaboration with the Reservations Department
oversee guest billing and payment processes ensuring accuracy and compliance with hotel policies
assist with resolving billing discrepancies and guest inquiries regarding charges or payments
ensure proper usage and operation of the hotel s Property Management System PMS ensuring data is entered accurately and in a timely manner
stay updated on the latest software tools and technology enhancements to improve the guest experience and operational efficiency
monitor front desk cash handling procedures ensuring adherence to hotel policies and safeguarding of funds
continuously train front desk staff on customer service brand standards and hotel policies
hold regular team meetings to communicate any changes in procedures guest feedback and operational goals
ensure that team members are up to date on safety protocols emergency procedures and hotel services
prepare daily weekly and monthly reports on front desk operations including occupancy rates guest feedback and financial performance
track and report guest satisfaction metrics identifying areas for improvement and implementing corrective actions when necessary
assist with department budget planning cost control and staffing levels

Job Criteria

Experience

Mid Level (3-7 years)

Job Location

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