Guest Services Manager

Hulsing Enterprises•Asheville, NC

About The Position

The Guest Services Manager directly supervises front office personnel and ensures front office duties are completed properly. The role directs and coordinates the front desk, reservations, guest services, and telephone areas, and prepares monthly reports as assigned. The manager is expected to act professionally with internal and external clients, listen before responding to guest complaints, and multitask effectively. The manager oversees front desk operations and customer service, hires and supervises front office employees, handles guest inquiries and complaints, manages the front desk budget and office supplies, and provides occupancy and financial information to the general manager. The position also promotes service standards and staff development, ensures compliance with hotel policies and procedures, handles billing and guest-service queries, reviews postings for accuracy, and maintains a clean and professional appearance while protecting confidential information and company assets. Other duties may be assigned.

Requirements

High school education or GED.
At least two years of front desk experience.
Flexibility and willingness to work beyond scheduled hours, including weekends.
Effective problem-solving abilities.
Excellent written and verbal communication skills.

Nice To Haves

Bachelor's degree in business administration or hospitality management preferred.

Responsibilities

Direct front desk operations and ensure customer service meets standards for guest satisfaction.
Hire, train, and supervise front office employees; ensure they provide excellent guest service and enforce hotel policies.
Assist customers in person and by phone, respond to inquiries, and address guest complaints.
Handle the front desk budget and order office supplies as needed.
Compile occupancy reports and financial information for the general manager.
Promote service, culture, development, team image, systems, procedures, and staff skill development.
Resolve customer complaints and problems appropriately while safeguarding the hotel's interests.
Monitor and enforce hotel and company policies, procedures, and standards; provide staff with clear work direction and instruction.
Handle day-to-day billing and guest-service queries efficiently.
Review postings for accuracy and appropriateness, reporting or correcting discrepancies and errors as needed.
Maintain a clean and professional uniform and personal appearance, protect confidential information, and safeguard company assets.
Prepare monthly reports as assigned.
Perform other duties as assigned.