Guest Services Manager - Four Points by Sheraton Kansas City Airport
About The Position
The Guest Services Manager directly supervises front office personnel and ensures that front office duties are completed properly. The role directs and coordinates front desk, reservations, guest services, and telephone operations. The manager prepares monthly reports as assigned and maintains a professional approach with internal and external clients, listening first when addressing guest complaints and multitasking effectively. The manager leads front desk operations to meet guest-satisfaction standards, supervises and develops employees, handles guest inquiries and complaints, manages the front desk budget and office supplies, and compiles occupancy and financial information for the general manager. The role also supports service and team development, enforces hotel and company standards, addresses billing and service queries, reviews postings for accuracy, and maintains a clean, professional appearance while protecting confidential information and company assets. Other duties may be assigned.
Requirements
- High school education or GED.
- Minimum of 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.
Responsibilities
- Direct front desk operations and ensure customer service meets guest-satisfaction standards.
- Hire, train, and supervise front office employees; ensure they provide excellent guest service and enforce hotel policies.
- Interact with customers in person and by phone, assist with inquiries, and mitigate guest complaints.
- Handle the front desk budget and order office supplies as needed.
- Compile occupancy reports and financial information for the general manager.
- Take a proactive and leading role in service, culture, development, team image, systems, procedures, and skill development.
- Resolve customer complaints and problems appropriately while safeguarding the hotel's interests.
- Adhere to, monitor, and enforce hotel and company policies, procedures, and standards; provide clear direction and instruction to staff.
- Handle day-to-day billing and guest-service queries efficiently.
- Review postings for accuracy and appropriateness; report or correct discrepancies and errors as needed.
- Maintain a clean and professional uniform and personal appearance, keep proprietary information confidential, and protect company assets.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
