Guest Services Manager

Morley Moss, Inc.•Minneapolis, MN

3d•$60,000 - $65,000•Onsite

About The Position

The Guest Services Manager sets the tone for the front-of-house guest experience of the hotel. This integral role leads the Guest Services department, ensuring that the service delivered to our guests is unique and memorable, meeting our high expectations. Though this is a management role, it is certainly not one in which you spend the entire day in the office doing paperwork. Instead, your day is spent where you are at your best: in the lobby with your team, delivering innovative guest experiences. The Guest Services Manager reports to the Director of Rooms, and works together on how to deliver remarkable guest experiences. It is critical the person in this position possesses a diverse knowledge of Rooms Division operations and is willing to dive into the day-to-day operation, while balancing and directing the long-term goals of the hotel. You lead the team through your collaborative approach—you understand that the ability to act as a soldier is as critical as being a general.

Requirements

Minimum of (3) three years experience within Guest Services with an upscale, lifestyle, or luxury hospitality company
Minimum of (1) one year management experience
Professional proficiency of the English language in reading, writing and verbal communication
Adaptable interpersonal communication skills to address all employee levels of the hotel
Intermediate skills in Microsoft Excel and Word to create spreadsheets
The ability to work varying schedules that may include days, nights, weekends and holidays
The ability to stand or walk for a majority of a shift
The ability to lift or carry up to 70 lbs
The ability to push or pull a cart carrying up to 150 lbs
The ability to bend and/or kneel frequently
The ability to work in a dog friendly environment

Responsibilities

Uphold and role model the company’s principles of People, Place, and Character, while encouraging your direct reports to embody our values that drive collaboration, intuitive service, and translocal hospitality
Demonstrate passion and aptitude for all aspects of a guest’s experience, coaching your team to handle all guest interactions with the highest level of hospitality and professionalism. Encourage your team to find creative solutions in order accommodate guest requests whenever possible
Serve as the tour guide for all hotel experiences a guest may encounter, following your intuition to uncover each guest’s likes or dislikes, enabling you to add a personalized touch that creates a special memory
Collaborate with and coach your team to complete the necessary activities for the day to ensure standards are achieved, ensuring an environment where associates feel supported and valued to exceed guests’ needs
Be knowledgeable in all matters related to the safety, security, satisfaction and well-being of hotel guests and associates; responds swiftly and effectively in any hotel emergency or safety situations, and verifies all associates are trained and following proper emergency procedures
Act as a key partner with the Director of Rooms and the operations leadership team, demonstrating a united front committed to providing the best possible guest experience
Actively participate in recruitment, training, scheduling, supervising, coaching and motivation of all Guest Services associates in order to create an environment that nurtures ideas and develops future talent for succession planning in the department
Foster open lines of communication within the department by helping to facilitate daily line ups, weekly division leadership meetings, and monthly departmental all staff meetings to create a transparent dialogue amongst the team to voice ideas and concerns, while addressing the department’s key priorities
Coach and mentor your team on development of their skill set, fostering an environment of continuous growth; effectively use corrective action to address root causes of issues, course-correcting any missed opportunities
Partner with Housekeeping and Engineering department heads to ensure hotel facilities and rooms are maintained in optimal condition, being emphatic about the smallest detail which may go unseen by the untrained eye
Partner with Director of Revenue to monitor all reservation channels, verifying that detailed reservation information is collected and handled properly according to standards and protocol
Champion departmental and hotel wide initiatives and best practices by ensuring you take the time to communicate, train, and coach associates on the purpose of each initiative
Maintain regular communication with the Director of Hotel Operations to provide updates, discuss plans, communicate needs, and align on priorities, understanding that flexibility with your responsibilities is paramount to support a successful operation
Foster a close relationship with Executive Chef and F+B team to ensure team is aware of all F+B offerings, new menu items and upsell and promote the internal F+B operations of the hotel

Benefits

$60,000 - $65,000 annual salary
Performance Based Incentive Plan
Paid Vacation, Sick Time and Holidays
Medical, Dental, Vision, and Pet Insurance
Employer Paid Basic Life and AD&D
Discounted pet insurance available through ASPCA
401(k) Retirement Plan with employer match
Paid time off to volunteer for the causes you care about in your community
Strong sense of belonging through diversity, equity, and inclusion
Greatly discounted room rates for Aparium properties for you and your out-of-town guests