Guest Services Manager

Olde Naples Hotel•Naples, FL

10d

About The Position

Olde Naples is seeking an experienced Guest Services / Operations Manager to help manage property operations and deliver a high level of guest service. The role oversees front desk, concierge, and bell staff; supports operational and financial management; and works with department heads to keep operations and the guest experience smooth and efficient. The manager develops procedures and checklists, monitors guest satisfaction and front office systems, and addresses service deficiencies and guest concerns. The position requires open availability Monday through Sunday and willingness to work 1:00 PM–11:00 PM, five days per week. Work schedules may vary and include holidays, weekends, and alternate shifts. Starting annual compensation is $50,000–$55,000, based on experience.

Requirements

Previous management experience is required.
Two years of experience in guest services, front desk, housekeeping, or a related professional area.
Intermediate knowledge of overall hotel operations.
Open availability Monday through Sunday and willingness to work 1:00 PM–11:00 PM, five days per week.
Schedule may include holidays, weekends, and alternate shifts.

Nice To Haves

Associate or bachelor’s degree preferred.
A two-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major.

Responsibilities

Assist with the operational and financial management of the property.
Interview, select, train, schedule, coach, and support associates, ensuring they meet brand or hotel standards and uphold core values.
Create SOPs and checklists to support effective operations.
Oversee front desk, concierge, and bell staff to ensure guests receive a high level of service and hospitality.
Work with department heads to support smooth operations and a positive guest experience.
Monitor guest satisfaction scores and brand standards, and work to improve departmental and overall guest satisfaction.
Monitor and maintain front office systems and equipment for optimum performance.
Create action plans to remedy guest service deficiencies.
Handle guest complaints and resolve issues in a timely manner.
Perform other duties requested by management or needed by the department.
Extend professionalism and courtesy to guests.
Motivate and encourage staff to resolve guest-related concerns.
Be available and approachable to guests and provide excellent customer service.
Take proactive approaches to guest concerns.
Help employees understand guests’ changing needs and expectations and how to exceed them.