Guest Service Manager

General Hotels Corporation•Fort Myers, FL

13d

About The Position

The Guest Service Manager manages Front Desk operations to ensure quality service and standards while delivering a strong guest experience. The role directly supervises the Guest Services team, oversees Rooms and Guest Services operations, and supports department managers and other hotel departments. This position reports to the General Manager and is part of the property’s Senior Leadership Team. The manager is responsible for staff orientation, training, coaching, and performance feedback; guest and team member satisfaction; accurate billing and accounting responsibilities; occupancy and group room block coordination; revenue forecasting; budget and expense control; brand standards; inspections; and regulatory compliance. The role participates in revenue management meetings, quality inspections, and the Manager on Duty Program, including scheduling managers on duty monthly. General Hotels Corporation describes itself as a large hotel management company headquartered in the Midwest, with more than 60 years of hospitality history. It notes a record of promoting from within and is an equal opportunity employer that participates in E-Verify.

Requirements

Experience in hotel Housekeeping and Front Desk supervisory positions is required.
Must be guest-focused, creative, and able to problem-solve during challenging times.
Must be able to multitask and make difficult decisions quickly.
Experience with PMS computer systems is required.
Guest relations skills are required.
Must have a valid driver’s license and current insurance.
Must speak fluent English.
Must have reliable transportation.
Must be able to regularly work evenings and weekends.

Nice To Haves

Previous experience working with budgets and P&L is preferred.
An Associate’s Degree in Hospitality is a plus.
Bilingual Spanish is a plus.

Responsibilities

Oversee the operation and service of the Rooms and Guest Services Departments.
Ensure effective orientation and training for new staff and develop activities for experienced staff.
Mentor, coach, and provide regular feedback to improve team member performance and morale.
Support department managers by greeting guests, covering shifts, providing direction, and overseeing customer service and property cleanliness.
Work with hotel departments to support group, guest, and employee satisfaction.
Address team member and guest complaints and advise the General Manager about corrective actions taken.
Ensure accurate guest billing and complete daily, weekly, and monthly accounting responsibilities.
Coordinate with Sales to manage occupancy and group room blocks while balancing room type availability.
Participate in weekly Revenue Management Meetings.
Complete weekly room and public space inspections with the Executive Housekeeper.
Prepare accurate monthly forecasts for each department revenue outlet.
Monitor budgets and control expenses, focusing on room rate, guest service scores, and labor costs.
Review and approve product invoices before submitting them to the accounting department.
Maintain the department expense budget.
Ensure Brand Standards are followed and maintained in each department.
Participate in all Quality Inspections.
Participate in the Manager on Duty Program and schedule managers on duty monthly.
Ensure adherence to wage and hour laws and federal, state, and local laws concerning room safety and sanitation.
Ensure compliance with federal, state, and local health, safety, and other regulations.