Guest Services Manager

Hulsing Hotels/ Earth Fare / Accucare•Asheville, NC

21h•Onsite

About The Position

The Guest Services Manager directly supervises all front office personnel and ensures proper completion of all front office duties. This role directs and coordinates the activities of the front desk, reservations, guest services, and telephone areas. The position involves preparing monthly reports, maintaining professionalism with all clients, employing a listen-first approach to guest complaints, and excelling at multitasking. The Guest Services Manager is responsible for directing front desk operations to meet high standards of guest satisfaction, hiring, training, and supervising front office employees, and interacting with customers to address inquiries and mitigate complaints. This role also manages the front desk budget, orders office supplies, compiles occupancy and financial reports for the general manager, and takes a proactive role in service, culture, development, and skill enhancement. Additionally, the manager ensures proper customer relations, resolves customer complaints, enforces hotel and company policies, handles daily billing and guest service queries, reviews postings for accuracy, and maintains a professional appearance and protects company assets. Other duties may be assigned.

Requirements

High School Education or GED required
Minimum of two years front desk experience.
Flexibility and a willingness to work beyond scheduled hours, including on weekends.
Effective problem-solving abilities.
Excellent written and verbal communication skills.

Nice To Haves

Bachelors degree in business administration or hospitality management preferred.

Responsibilities

Direct operations at the front desk and ensures customer service meets our high standards for guest satisfaction.
Hire, train, and supervise front office employees, ensuring they provide excellent guest services and enforce hotel policies.
Interact with customers both in person and over the phone, assist with inquiries, and mitigate any guest complaints.
Handle the front desk budget and order office supplies as needed.
Compile occupancy reports and financial information for the general manager.
Display a pro-active and leading role in terms of service, culture, development, team image, systems, procedures, and skill development.
Ensure proper customer relations and safeguards the hotel's interests by resolving and taking appropriate actions on all customer complaints and/or problems.
Adheres to, monitors, and enforces compliance with all hotel and company policies, procedures, and standards; provides clear direction in advising and instructing staff in details of work.
Deals efficiently with day-to-day billing and guest service queries.
Reviews all postings for accuracy and appropriateness, reporting and/or correcting all discrepancies and errors as needed.
Ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets.
Performs other duties as assigned.