Hotel Guest Services Manager OEM

McKibbon Hospitality • Savannah, GA

7h

About The Position

The Guest Services Manager is a key member of the property leadership team and oversees the hotel’s daily guest services operations to ensure a seamless guest experience. Reporting to the General Manager, this manager addresses guest concerns and requests and leads the front desk team with ethical leadership and a focus on excellent customer service and McKibbon’s Guiding Principles. This is an overtime-eligible manager (OEM) position; overtime applies and is calculated accordingly.

The role assists with the overall performance of the front desk department, including guest satisfaction, brand quality assurance, budget, and labor. It serves as a primary guest contact, supervises front desk operations and staff, schedules and trains the team, supports sales initiatives and front office programs, and ensures compliance with company and brand standards. The manager also handles front desk shifts as needed and coordinates with housekeeping, maintenance, and other departments to meet guest needs.

Requirements

• Experience working in a hotel as a front desk representative or equivalent.
• Ability to work weekends, holidays, and evenings.
• Ability to ensure hotel policies, procedures, and brand standards are followed.
• Ability to interact effectively with people of diverse socioeconomic, cultural, disability, and ethnic backgrounds.
• Maintain a high level of professionalism, trust, and responsibility.
• Exceptional attention to detail, with accuracy and timeliness in communications and documentation.
• Ability to excel in high-pressure, fast-paced environments.
• Strong listening skills and ability to understand and address concerns raised by workers, clients, and guests.
• Attentive, friendly, helpful, and courteous conduct toward clients, guests, and associates.

Nice To Haves

• Experience with major hotel brands such as Marriott, Hilton, or Hyatt.
• Excellent communication and problem-solving skills.
• Skills and experience leading a team to consistently deliver exceptional guest service.
• Ability to develop the leadership qualities of staff.
• Ability to maintain positive relationships with associates and support associate satisfaction.
• Knowledge of hotel management PMS systems.
• Ability to work under pressure and handle difficult situations professionally.
• Customer-focused approach and passion for providing exceptional service.

Responsibilities

• Assist with overall front desk department performance, including guest satisfaction, brand quality assurance, budget, and labor.
• Act as a primary point of contact for guests and address their needs efficiently and courteously.
• Anticipate guest needs and provide personalized service.
• Supervise daily front desk operations and staff, including shift closings, bank audits, and daily reports.
• Schedule the Front Desk Department in accordance with company labor guidelines and coverage requirements.
• Train front desk staff on brand and company standards to support the service culture.
• Assist with sales and champion the Daily Sell Strategy.
• Assist with implementing front office programs that enhance guests’ experience and enjoyment.
• Maintain compliance and stay current on new brand and company initiatives.
• Inspect and ensure safety and security standards are maintained.
• Handle guest complaints and concerns promptly and ensure appropriate resolutions.
• Conduct daily reviews of guaranteed no-show billing, the guest ledger, and accounts receivable.
• Process payments, ensure a form of payment is secured on all folios, and process payment when a specified balance is reached.
• Oversee the Market, including keeping it fully stocked, conducting weekly inventory, and placing orders.
• Assist the Executive Housekeeper twice weekly with inspections of guest rooms and public areas, and coordinate with housekeeping, maintenance, and other departments to fulfill guest requests.
• Cover Front Desk shifts as needed according to the budgeted Labor Plan.
• Embrace McKibbon’s Guiding Principles: Think Bigger, Love Your Community, Do the Right Thing, Support Each Other, and Make a Lasting Impression.

Benefits

• Comprehensive medical, dental, and vision benefits for full-time associates.
• Life insurance.
• Pet insurance.
• Short- and long-term disability.
• Paid time off and holidays.
• Tuition assistance.
• Competitive compensation with position-dependent incentives.
• 401(k) Savings Plan with 50% matching up to 10% of compensation.
• Associate referral program.
• Brand and company training classes, workshops, and conferences for career growth and development, varying by position.
• Fundraising matching funds program.
• Team volunteer opportunities.
• 24/7 chaplain services.
• Exclusive hotel rate discounts.
• Applicable state-specific holiday, vacation, or benefit requirements.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed