Guest Services Manager
About The Position
The Guest Services Manager assists the Director of Guest Services with day-to-day guest reception and guest services operations, including profitable financial management and proactive strategic leadership. The role supports the company’s goals, objectives, vision, mission, and values as an active business partner. The manager leads by example, supports departmental operations, and provides direct guest service as needed. Responsibilities also include overseeing guests’ arrival and departure experiences, developing strategies to improve profitability and flow-through, reviewing financial and labor reports, supporting associate engagement and department training, and helping maintain hotel life-safety readiness.
Requirements
- At least four years of customer service experience.
- Two to three years of hotel supervisory experience.
- Advanced skills in Word, Excel, PowerPoint, Opera, and Outlook; daily use of nearly all programs is expected.
- Ability to walk and give direction for most of the working day and to stand and walk for eight hours a day.
- Ability to grasp, write, stand, sit, walk, perform repetitive motions, bend, and climb, with listening, hearing, and visual acuity.
- Ability to lift up to 25 pounds regularly and push or pull carts and equipment weighing up to 250 pounds occasionally.
Nice To Haves
- Bachelor’s degree preferred.
- Luxury hotel experience strongly preferred.
- Knowledge and experience using Birchstreet, Ontrac, and Opera Cloud.
Responsibilities
- Lead by example, support department operations, and provide direct service to guests as needed.
- Oversee the arrival and departure experience and ensure guest expectations are exceeded.
- Assist in creating and implementing strategies and programs that enhance profit and flow-through.
- Review daily financial and labor reports and suggest operational adjustments to achieve annual budgets and forecasts.
- Assist in creating, implementing, and executing department training, recruiting, and pre-shifts.
- Assist with associate engagement, scheduling, payroll, counseling, and quarterly department meetings.
- Support the hotel's life-safety systems and be prepared for emergency situations.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
