Guest Services Manager - Kansas City Airport Marriott, KC, Mo

Hotel Equities•Kansas City, MO

9d•$63,000 - $67,000•Onsite

About The Position

Hotel Equities is seeking a Guest Services Manager for the Kansas City Airport Marriott in Kansas City, Missouri. This role is responsible for ensuring an exceptional guest experience by overseeing front desk operations, guest services, and related hotel services. The manager will lead and motivate the guest services team, resolve guest concerns, and maintain high standards of service and hospitality.

Requirements

A minimum of two (2) years in hotel operations and management.
Solid background in customer service and hospitality industry.
Strong understanding of teamwork.
Excellent interpersonal, communication, and problem-solving abilities.
Ability to work in a fast-paced environment and handle guest complaints with tact and professionalism.
Experience with hotel property management systems.
Strong management and leadership skills.
Operates with a sense of urgency and discipline.
Requires advanced knowledge of the hospitality and business management fields.
Requires considerable working knowledge of other major areas and the skill to integrate and communicate that information.
Requires studying, analyzing and interpreting complex activities or information in order to improve known practices or develop new approaches.
Ability to make decisions with only general policies and procedures for guidance and keeping the General Manager informed of general direction.
Requires highly developed communication skills in leading Ambassadors and guest satisfaction.
Must have excellent speech and written skills in order to communicate with managers, guests and Ambassadors.
Must have excellent literacy skills necessary for reports, policies and procedures.
Must have vision ability in order to visually inspect hotel.
Must have mobility to walk through the front and the back of the hotel.

Nice To Haves

Being passionate about people and service.
Basic math skills are used frequently when handling cash or credit.
Problem-solving, reasoning, motivating, and training abilities are often used.

Responsibilities

Manage the guest experience from pre-arrival to departure by facilitating room assignments, maintaining reservations, and managing guest expectations.
Communicate daily operations to teams and leaders in daily team briefings and relay updates to the Operations Manager and Assistant General Manager.
Find solutions to guest challenges, problem-solve with team members, and maintain the upkeep of the Guest Services team’s administration.
Supervise, train, and motivate guest service staff, including front desk, bell, and valet team members.
Maintain knowledge of hotel services, amenities, and local attractions to provide informed recommendations to guests.
Monitor and improve guest satisfaction scores and service quality.
Provide reports on guest feedback, staff performance, and operational metrics for management review.
Assist in developing and implementing service standards, policies, and procedures.
Directly support the Operations Manager and Assistant General Manager as needed, including supporting guest programming and coaching/motivating staff.
Collaborate effectively with all property teams to achieve success in all guest-facing aspects.
Assist in overall property operations as appointed by the General Manager and Assistant General Manager.