Complex Guest Services Manager | Hotel Leo & Heliotrope Hotel
About The Position
The Complex Guest Services Manager will oversee hotel front desk operations for both Hotel Leo and Heliotrope Hotel. This role involves working with the General Manager to communicate details through daily pre-shift meetings and department meetings. The manager will select, supervise, train, develop, schedule, discipline, and counsel rooms division staff, demonstrating positive leadership to empower and inspire team members. A key aspect of the role is establishing and achieving quality and guest satisfaction goals, responding courteously to guest inquiries, complaints, and requests. The manager will analyze guest insights to meet expectations and build loyalty, prepare weekly staff schedules based on business volumes, and ensure team members are trained on quality, service, and safety standards. This position also involves monitoring forecasts to manage labor and direct expenses within budget, managing yield strategy and property management systems, handling room blocks and reservations, and ensuring the fulfillment of special instructions for room reservations. Additionally, the role provides assistance with event execution and ensures secure handling of all credit and financial transactions. Other duties as assigned.
Requirements
- A college or university degree with three or more years’ experience in a management role at an inn, hotel, resort or equivalent.
- Strong people management skills, including coaching, motivating, delegating, scheduling and relationship-building.
- Working knowledge of all applicable laws, codes and regulations.
- Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
- Strong communication skills, including the ability to write contracts, reports, business correspondence, and operations manuals.
- Ability to effectively present information and respond to questions from team members, managers, clients, guests or the general public.
- Ability to create a team environment within and across departments.
- Strong computer literacy in Microsoft Office, especially Word, PowerPoint and Excel.
- Strong general management skills, including time management, information analysis, planning and organizing, decision making, problem solving, and delivery of results.
- Strong financial management skills, including budget management, expense control, forecasting and analysis of financial statements.
Responsibilities
- Oversee hotel front desk operations for both Hotel Leo and Heliotrope Hotel.
- Communicate all details through daily pre-shift meetings and manager and department meetings.
- Select, supervise, train, develop, schedule, discipline, and counsel rooms division staff.
- Establish and achieve quality and guest satisfaction goals.
- Respond in a courteous and prompt manner to all guest questions, complaints and/or requests.
- Analyze guest insights to identify and meet customer expectations and build on guest loyalty.
- Prepare weekly schedule of staff according to business volumes.
- Educate and train all team members in compliance with governmental regulations.
- Ensure staff is properly trained on quality, service, and safety standards and has the tools and equipment to carry out job duties.
- Monitor forecast to insure labor and direct expenses are held within budgeted guidelines.
- Manage yield strategy and keep the property management system and reservations online interface current with rate strategy.
- Manage room blocks and reservations; contract cut-off dates; guest room assignments.
- Ensure the fulfillment of any special instructions related to all room reservations.
- Monitor the revenue forecast to insure labor and direct expenses are held within budgeted guidelines.
- Provide assistance with the execution of all group and social events.
- Ensure all credit and financial transactions are handled in a secure manner.
- Perform other duties as assigned.
Benefits
- Hourly Pay Range: $25.00 to $35.00 DOE
- Get Paid Daily
- Paid Time off & Holiday Pay
- Medical, Dental, Vision, Disability, 401K
- HSA/FSA Plans -with employer contribution
- Values Based Culture
- Culture Add
- Referral Bonus
- Discounted Lodging, Dining, Spa, Golf, and Retail
- Employee Assistance Program
- “Columbia Cares” Volunteer Opportunities
- Committee Participation Opportunities
- Task Force Work Opportunities
- Online Learning Platform to Help You Grow!
- Third Party Perks (Including discounts on Pet Insurance, Rental Cars, Movie and Concert Tickets, Theme Park and Attractions & so much more)
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What This Job Offers
Job Type
Full-time
Career Level
Manager
