Guest Service Manager

General Hotels Corporation•Hopkinsville, KY

19h

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. The manager oversees Rooms and Guest Services operations, supports department managers, coordinates with other hotel departments, and helps maintain guest and employee satisfaction. The position also includes staff development, financial and revenue responsibilities, inspections, compliance, and participation in the Manager on Duty Program.

Requirements

Experience in a hotel Housekeeping and Front Desk supervisory position 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.
An Associate’s Degree in Hospitality.
Bilingual Spanish skills.

Responsibilities

Oversee all aspects of 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 all hotel departments to support group, guest, and employee satisfaction.
Address team member and guest complaints and advise the General Manager about appropriate corrective actions.
Ensure guest billing is accurate and complete daily, weekly, and monthly accounting responsibilities.
Work with the Sales Department 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 departmental revenue outlet.
Monitor the budget and control expenses, focusing on room rate, guest service scores, and labor cost.
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 legal requirements, including 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.