Guest Service Manager

North Conway Grand Hotel • Conway, NH

5h • $60,000 - $65,000 • Onsite

About The Position

The Guest Service Manager oversees the safe and efficient operation of the front desk, maximizes profitability, and ensures high levels of guest satisfaction are achieved. This position provides training, support and resources to the front desk staff.

Requirements

• Leadership – ability to effectively motivate, mentor, coach & counsel others to perform well (including appropriate documentation)
• Customer Service – deliver hospitable service that is attentive, friendly, efficient and courteous; demonstrate patience, tact and diplomacy
• People Skills – ability to collaborate, create rapport, and work effectively with others; earn and maintain trust and respect
• Communication Skills – ability to effectively listen & communicate professionally, both verbally and in writing
• Problem-Solving & Analytical Skills – ability to identify the issue, collect and analyze information to understand the problem and effectively resolve. Identify, recommend, and implement best practices
• Judgment & Discretion – appropriately handle confidential and sensitive information
• Organizational & Time Management Skills – ability to appropriately schedule time to meet job demands, multi-task, prioritize, follow through, and work efficiently with limited supervision
• Aptitude & Adaptability – ability to learn quickly and adapt to changing priorities and business needs
• Composure – ability to maintain composure and work under pressure, managing stress to meet business demands. (Calmly handle all customer and employee interactions & issues)
• Attention to Detail – ability to follow instructions and achieve thoroughness and accuracy when accomplishing tasks
• Computer skills/ Technical Aptitude – proficiency in computer technology, i.e. e-mail, MS Word, Excel, & other hotel related systems. Utilize technology to enhance organizational efficiency
• Training – ability to share knowledge and act as a resource in teaching others to perform tasks efficiently and safely
• Ability to troubleshoot basic computer/printer/photocopier/fax/phone technical problems
• 2 plus years’ of guest services experience required (preferably in a hotel environment)
• Management or previous supervisory experience preferred
• Associates degree and/or equivalent work experience

Nice To Haves

• Bilingual in Spanish is a plus

Responsibilities

• Oversees the safe and efficient operation of the front desk.
• Maximizes profitability.
• Ensures high levels of guest satisfaction are achieved.
• Provides training, support and resources to the front desk staff.

Benefits

• Contribute up to 80% toward individual health plans
• Affordable dental and vision insurance
• FSA and HSA options
• 401K plan
• Discretionary yearly match
• Paid group term life insurance for select positions
• 50% shared cost short-term disability
• Option to purchase additional employee paid life insurance
• Robust PTO plan
• 7 paid holidays
• Earned wage access program
• Employee Assistance Program (EAP)
• Sober support network
• Recovery-friendly workplace
• Exclusive hotel travel discounts

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree