Job Overview
Employment Type
Full-time
Compensation
Type:
Hourly
Rate:
Range $17.00 - $24.00
Work Schedule
Flexible
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Training and development opportunities
Job Description
The Guest Services Manager is a pivotal role within the hospitality industry, commonly found in hotels and resorts, where excellent customer service and operational efficiency are paramount. This position involves managing the guest services department and its associates to ensure a seamless, welcoming, and professional experience for all guests throughout their stay. The establishment hiring for this position is a hospitality venue dedicated to maintaining high standards of cleanliness, appearance, and customer care. It prides itself on offering a comfortable and enjoyable atmosphere supported by an efficient and well-trained team. Emphasizing both team leadership and hands-on operational duties, this role... Show More
Job Requirements
- High school diploma or general education degree (GED)
- At least five years customer service experience
- One year front desk experience and/or cash handling
- Fluency in English language
- Available to work full-time flexible shifts including weekends and holidays
- Ability to stand regularly and walk frequently
- Ability to occasionally lift and/or move up to 20 pounds
- Capacity to safely navigate multiple flights of stairs
- Experience managing a team of 15 to 20 associates
- Strong problem-solving skills
- Proven ability to handle customer complaints professionally
- Experience with scheduling and staff management
Job Qualifications
- Effectively communicate and interact with people from diverse backgrounds
- Read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals
- Write routine reports and correspondence
- Speak effectively before groups of customers or associates
- Calculate figures and amounts such as discounts, interest, commissions, proportions and percentages
- Ability to apply concepts of basic mathematics
- Solve practical problems and interpret a variety of instructions
- Demonstrate working knowledge of Microsoft Word and Excel, payroll systems, internet software and Contact Management systems
- Directly supervise 15 to 20 associates
- Carry out supervisory responsibilities according to hotel policies and laws
- High school diploma or GED
- At least five years customer service experience
- One year front desk experience and/or cash handling
- Fluency in English language
Job Duties
- Inspect guests' rooms, public access areas and outside grounds for cleanliness and appearance
- Assume overall responsibility for maintaining standards to ensure facilities and equipment are clean, in good repair and well maintained
- Answer patrons' complaints and questions and resolve problems
- Function as Manager on Duty and complete Manager On Duty (MOD) report as necessary
- Monitor the check-in/check-out process and assist wherever necessary
- Assist at Front Desk as needed
- Ensure all VIPs are pre-registered according to standards and monitor VIP arrivals
- Support Loss Prevention in emergency situations
- Prepare weekly work schedules
- Conduct pre-shift meetings
- Assign work duties and monitor departmental standards
- Identify training needs and implement training sessions
- Conduct interviewing, orientation, hiring, performance appraisal, coaching, counseling and suspending
- Control and analyze Guest Service's costs against budget
- Monitor and control operating equipment and supplies inventories
- Adhere to hotel requirements for guest accidents or injuries
- Perform other duties as assigned
Job Qualifications
Experience
Mid Level (3-7 years)
Job Location
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