Guest Service Manager

GEN HOTELS•Muncie, IN

About The Position

The Guest Service Manager manages Front Desk operations to ensure quality service and standards and deliver an excellent guest experience. The role directly supervises the Guest Services team, reports to the General Manager, and is part of the property’s Senior Leadership Team. Full availability is required depending on business needs.

Requirements

Experience in hotel Housekeeping and Front Desk supervisory positions.
Guest-focused approach, creativity, and ability to problem-solve during challenging situations.
Ability to multitask and make difficult decisions quickly.
Experience with PMS computer systems.
Guest relations skills.
Valid driver’s license and current insurance.
Fluent English.
Reliable transportation.
Availability to regularly work evenings and weekends.

Nice To Haves

Previous experience working with budgets and P&L.
Associate’s Degree in Hospitality.
Bilingual Spanish skills.
Food and beverage and manager experience.

Responsibilities

Oversee operations and service for the Rooms and Guest Services Departments.
Provide 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.
Work 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.
Complete 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 Accounting, and 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 manage monthly scheduling of managers on duty.
Ensure adherence to legal requirements, including wage and hour laws and federal, state, and local room-safety and sanitation laws.
Ensure compliance with federal, state, and local health, safety, and other regulations.