Guest Services Manager

Pyramid Global Hospitality • Saint Michaels, MD

1d • $60 - $65 • Onsite

About The Position

Welcome to Pyramid Global Hospitality, where people come first. As a company that values its employees, Pyramid Global Hospitality is dedicated to creating a supportive and inclusive work environment that fosters diversity, growth, development, and wellbeing. Our commitment to a People First culture is reflected in our approach to employee development, employee benefits and our dedication to building meaningful relationships. Pyramid Global Hospitality offers a range of employment benefits, including comprehensive health insurance, retirement plans, and paid time off, as well as unique perks such as on-site wellness programs, local discounts, and employee rates on hotel stays. In addition, Pyramid Global Hospitality is committed to providing ongoing training and development opportunities to help our people build the skills and knowledge they need to advance their careers. Whether you are just starting out in the hospitality industry or are a seasoned professional, Pyramid Global Hospitality offers a supportive and collaborative work environment that encourages growth and fosters success, in over 230 properties worldwide. Join their team and experience the benefits of working for a company that values its employees and is committed to creating exceptional guest experiences. Check out this video for more information on our great company! About our property: We invite you to become part of our crew at one of the most desirable destinations on the Eastern Shore, the Inn at Perry Cabin. A Forbes 4-star historical gem tucked away on acres of privacy along the serene Miles River in St. Michaels, Maryland, the Inn at Perry Cabin encompasses genuine hospitality with a strong sense of nautical heritage. Our luxury resort provides a unique and authentic Chesapeake Bay experience and has been recognized as a top resort in the Mid-Atlantic by Condé Nast and Travel + Leisure. Providing upscale amenities such as Links at Perry Cabin (our exclusive Pete Dye-designed golf course), the Spa at Perry Cabin (our therapeutic oasis), and a Fleet of five sailboats, including the historic 1902 Skipjack, Stanley Norman, and a stately 55-foot Hinckley Yacht, Inn at Perry Cabin is one of the most desirable and unforgettable places to work on the Eastern Shore. Adding to the charm of the resort is a zero-edge swimming pool, lush gardens maintained by our on-property horticulturist, complementary bicycles, kayaks and paddleboards, and a unique array of resort activities. As a member of our crew, you will work with the BEST. Our team of diverse and passionate professionals enjoy an environment that fosters growth and encouragement in all they do. Our culture is supported by our Pillars: Service, Teamwork, Professionalism & Respect, Integrity, and Delivering Results. Our INN Crew share the goal of providing exceptional service and creating lasting memories for all guests of the Inn. If you are ready to set sail into a new adventure, apply today and enjoy the many benefits and great opportunities for growth at Inn at Perry Cabin! For more information about the Inn at Perry Cabin, please visit our website at innatperrycabin.com At Pyramid Global Hospitality, we are committed to caring for our team members by offering a comprehensive benefits package for full-time employees. Our benefits include medical insurance with employer contribution, as well as vision, dental, life, pet, and accident insurance options. We also provide a 401(k) program with an employer match and immediate full vesting, along with paid time off. Plus, all employees, including part-time team members, enjoy exclusive discounts across our portfolio of hotels. Join our team and experience the support, flexibility, and benefits that help you thrive both professionally and personally. What you will have an opportunity to do: We are looking for a highly motivated, customer focused leader to join our Guest Services team as Guest Services Manager. The successful candidate for this role will have a proven track record of developing a team to provide exceptional service, is open to learning and leading by example, responds in a professional and courteous manner to guests and team, as well as being there to support the team both personally and professionally. If you have experience in hotel/resort guest service operations, enjoy engaging with people from all over the world and making meaningful connections, as well as taking steps to “WOW” people, we want you! This is a tremendous opportunity for a driven person to grow a career in hospitality with a world-class property. Your Role: You will oversee the Guest Services team in helping guests discover their “Wanderlust” experience You will be involved in the Financial performance of the hotel with responsibilities to include managing the annual budget, maintain labor costs to forecast/budget, manage spending accounts and review monthly Profit & Loss reports. You will develop and mentor a team for the Front Desk Agents, Bell Staff, Concierge You will ensure proper training materials are in place and used by each department. Implement coaching, career planning and recognition programs for all associates. You will monitor room inventory, rate and plan availability and lead the team to maintain average daily rate to ensure revenue maximization forecasting occupancy. You will lead by example to ensure all guest interactions are handled in a professional manner. Provide exceptional customer service by being engaging and taking sincere interest Help to resolve problems and “WOW” guests through recovery when things aren’t quite right Works closely with the Maintenance and Housekeeping teams to communicate and coordinate the day Interact with hotel/resort staff in a professional manner, assisting other departments with necessary information

Requirements

• Must be available to work a flexible schedule to include nights, weekends and holidays
• High school diploma or equivalent
• Previous hotel or resort Guest Service experience preferred
• A strong desire to make an impact on other people
• An outgoing and engaging personality
• Computer skills
• Excellent verbal and written communication skills
• Ability to work in a fast-paced setting
• Ability to stand for the duration of the shift

Responsibilities

• Oversee the Guest Services team in helping guests discover their “Wanderlust” experience
• Be involved in the Financial performance of the hotel with responsibilities to include managing the annual budget, maintain labor costs to forecast/budget, manage spending accounts and review monthly Profit & Loss reports.
• Develop and mentor a team for the Front Desk Agents, Bell Staff, Concierge
• Ensure proper training materials are in place and used by each department. Implement coaching, career planning and recognition programs for all associates.
• Monitor room inventory, rate and plan availability and lead the team to maintain average daily rate to ensure revenue maximization forecasting occupancy.
• Lead by example to ensure all guest interactions are handled in a professional manner. Provide exceptional customer service by being engaging and taking sincere interest
• Help to resolve problems and “WOW” guests through recovery when things aren’t quite right
• Works closely with the Maintenance and Housekeeping teams to communicate and coordinate the day
• Interact with hotel/resort staff in a professional manner, assisting other departments with necessary information

Benefits

• Pyramid Global Hospitality offers a range of employment benefits, including comprehensive health insurance, retirement plans, and paid time off, as well as unique perks such as on-site wellness programs, local discounts, and employee rates on hotel stays.
• Pyramid Global Hospitality is committed to caring for our team members by offering a comprehensive benefits package for full-time employees. Our benefits include medical insurance with employer contribution, as well as vision, dental, life, pet, and accident insurance options. We also provide a 401(k) program with an employer match and immediate full vesting, along with paid time off.
• all employees, including part-time team members, enjoy exclusive discounts across our portfolio of hotels.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED