Guest Services Manager - Four Points by Sheraton Kansas City Airport
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 position oversees front desk operations and service standards, manages and develops front office staff, supports guest inquiries and complaint resolution, and handles front desk budgeting and supply orders. It also compiles occupancy and financial information for the general manager, monitors compliance with hotel and company policies, and ensures billing and posting accuracy. 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 preferred.
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, answer inquiries, and mitigate guest complaints.
- Manage 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.
- Maintain customer relations and protect the hotel's interests by resolving complaints and problems and taking appropriate action.
- Monitor and enforce compliance with hotel and company policies, procedures, and standards; clearly direct and instruct staff.
- Handle day-to-day billing and guest-service queries efficiently.
- Review postings for accuracy and appropriateness and report or correct discrepancies and errors.
- Maintain a clean and professional uniform and personal appearance, protect confidential proprietary information, and safeguard 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
