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 serves as an active business partner supporting the company’s goals, objectives, vision, mission, and values. The manager leads by example, supports department operations, and provides direct guest service as needed. They oversee the arrival and departure experience, help develop and execute strategies to enhance profit and flow-through, review financial and labor reports, and support staffing, training, associate engagement, scheduling, payroll, counseling, and department meetings. The role also supports the hotel’s life-safety systems and requires readiness for emergency situations.
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; near-daily use of these 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 perform grasping, writing, standing, sitting, walking, repetitive motions, bending, and climbing, with listening, hearing, and visual acuity.
- Ability to lift up to 25 pounds regularly and continuously.
- Ability to occasionally push and pull carts and equipment weighing up to 250 pounds.
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 guest 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 with creating, implementing, and executing department training, recruiting, and pre-shift meetings.
- Assist with associate engagement, scheduling, payroll, counseling, and quarterly department meetings.
- Support the hotel’s life-safety systems and remain prepared for emergency situations.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
