Guest Services Manager

Stonebridge Hospitality Management•Cherry Creek, NY

About The Position

The Front Office Manager oversees the day-to-day and long-term operations of guest reception, reservations, and telephone services, ensuring high standards of guest satisfaction and operational efficiency. Working closely with the General Manager, this role helps maintain revenue, expense, and quality targets and supports smooth operations that meet guest and ownership expectations. The manager supervises the Front Office Department, addresses guest concerns, coordinates with other hotel departments, and oversees staff performance, training, and development. The position is primarily indoors in the hotel front office, lobby, and guest areas. It requires standing and walking for extended periods and occasionally lifting and carrying objects up to 20 pounds. A flexible schedule, including evenings, weekends, and holidays, is required to accommodate guest and operational needs. This is a full-time, non-exempt position reporting to the Assistant General Manager. The stated pay is $60,000 annually plus incentives.

Requirements

At least 3 years of front office management experience in a hotel environment, with a strong focus on guest service and operations.
Proven leadership and supervisory skills, including the ability to manage and develop a team.
Strong organizational and multitasking abilities for handling daily front office operations and guest interactions.
Proficiency in property management systems and financial reporting.
Excellent verbal and written communication skills for interacting with guests, staff, and management.
Ability to analyze financial data, including budgets, forecasts, and revenue reports.
Ability to resolve guest complaints and service issues professionally and promptly.
Knowledge of hotel check-in and check-out procedures, billing, and room inventory management.
Ability to stand and walk for extended periods.
Ability to occasionally lift and carry objects weighing up to 20 pounds.
Availability for a flexible schedule that includes evenings, weekends, and holidays.

Responsibilities

Ensure guests are greeted, checked in, and allocated rooms promptly and courteously.
Oversee adherence to check-in procedures and ensure accurate guest details and billing information are obtained.
Address guest issues and complaints promptly to ensure guest satisfaction.
Ensure rooms are serviced and maintained to company standards.
Maximize room occupancy within the agreed overbooking policy.
Facilitate communication between reservations, front office staff, and other departments, including housekeeping.
Ensure guest charges are accurately posted and kept up to date.
Enforce credit control procedures and ensure accounts are balanced daily.
Oversee efficient check-out procedures.
Ensure luggage is promptly delivered to and collected from guest rooms.
Maintain cleanliness and order in front-of-house areas, including the entrance and lobby.
Conduct regular performance appraisals for front office staff and provide training and development as needed.