Guest Services Manager - Franchise
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About The Position
The Guest Services Manager will play a pivotal role in ensuring that the front office operations run smoothly and efficiently, providing an exceptional experience for all guests. This position requires an individual who is independent, open-minded, and capable of anticipating the needs of guests. The ideal candidate will be enthusiastic, experienced, and focused on guest satisfaction. As the Front Office Manager, you will oversee all responsibilities related to the front office, ensuring that operational goals are met and that associates are delivering top-notch service to guests. This is a full-time position that requires flexible hours and shifts, including weekends and holidays. In this role, you will be expected to possess a deep knowledge of the hotel, including all features and services, hours of operation, room types and layouts, room rates, special packages, promotions, room availability, in-house group activities, and hotel policies and procedures. You will create and maintain a departmental culture that prioritizes guest relations, ensuring that every individual approaching the Front Desk receives exceptional service. As a motivating team leader, you will promote unity and teamwork throughout the department, effectively managing the front office team to exceed expectations. Your responsibilities will include directing and evaluating associates' performance, providing necessary training, and conducting pre-shift meetings to review daily priorities and delegate work assignments. You will also be responsible for reviewing the previous day's occupancy and room revenues, monitoring expenses, and resolving any discrepancies with the accounting department. Additionally, you will manage communications to ensure that guest requests are acknowledged and fulfilled promptly, review and approve associates' timecards, and assist front office staff with processing check-ins and check-outs as needed.
