Hotel Guest Services Manager OEM

McKibbon Hospitality•Charlottesville, VA

4d•Onsite

About The Position

As a key member of the property leadership team, the Guest Services Manager is responsible for overseeing the daily operations of the guest services at the hotel to ensure a seamless guest experience. Reporting to the General Manager, the Guest Services Manager will be responsible for addressing guest concerns and requests and maintaining the highest level of ethical leadership to lead the front desk team to deliver excellent customer service while embodying McKibbon’s Guiding Principles. This is an OEM (Overtime Eligible Management) position. The manager will assist with the overall performance of the property’s front desk department, including guest satisfaction, brand quality assurance, budget and labor. They will act as a main point of contact for guests, ensuring their needs are met efficiently and courteously, and anticipate guest needs to provide personalized service. Responsibilities also include supervising daily front desk operations and staff, including shift closings, bank audits, and daily reports. The manager is responsible for scheduling the Front Desk Department, adhering to company labor guidelines, and training all front desk staff to brand and company standards. They will assist with sales and the Daily Sell Strategy, implement front office programs, maintain compliance with brand and company initiatives, and ensure safety and security standards. The role involves handling guest complaints, conducting daily reviews of guaranteed no-show billing, guest ledger, and accounts receivables, and performing payment processing. Additionally, the manager oversees the Market (stocking, inventory, orders), assists the Executive Housekeeper with guest room and public area inspections, and works with other departments to fulfill guest requests. They will also cover Front Desk shifts as needed.

Requirements

Experience working in a hotel as a front desk representative (or equivalent)
The ability to work weekends, holidays, and evenings
The ability to ensure that hotel policies and brand standards are followed
Ability to effectively interact with people of diverse socioeconomic cultural disability and ethnic backgrounds
Maintain a high level of professionalism, trust and responsibility
Demonstrates exceptional attention to detail, ensuring accuracy and timeliness in all communications and documentation
Must excel in high-pressure, fast-paced environments
Possess strong listening skills with the ability to comprehend and address concerns and issues raised by workers, clients, and guests
Must be attentive, friendly, helpful, and courteous to clients, guests, and associates

Nice To Haves

Experience with major hotel brands like Marriott, Hilton, or Hyatt (highly desired)
Excellent communication and problem-solving skills
The skills and experience to lead a team to consistently deliver exceptional guest service
Developing the leadership qualities of all staff
Maintaining positive relationships with associates to drive associate satisfaction
Knowledge of hotel management PMS systems
Ability to work under pressure and handle difficult situations professionally
Customer focused with a passion for providing exceptional service

Responsibilities

Overseeing the daily operations of the guest services at the hotel to ensure a seamless guest experience
Addressing guest concerns and requests
Maintaining the highest level of ethical leadership to lead the front desk team to deliver excellent customer service
Embodying McKibbon’s Guiding Principles
Assisting with the overall performance of the property’s front desk department, including guest satisfaction, brand quality assurance, budget and labor
Acting as a main point of contact for guests, ensuring their needs are met efficiently and courteously
Anticipating guest needs and providing personalized service to enhance their experience
Supervising the daily operations of the front desk operations and front desk staff, including the supervision of shift closings, bank audits, and daily reports
Scheduling the Front Desk Department and adhering to company labor guidelines to ensure proper coverage
Training all front desk staff as it relates to brand and company standards to maximize service culture
Assisting with sales and championing the Daily Sell Strategy
Assisting with the implementation of front office programs to enhance the experience and enjoyment of the guests stay
Maintaining compliance and remaining up to date on new initiatives for the brand and company
Inspecting and ensuring that safety and security standards are being maintained
Handling guest complaints and concerns promptly, ensuring appropriate resolutions
Conducting daily reviews of guaranteed no-show billing, guest ledger, and accounts receivables
Performing payment processing and ensuring that a form of payment is secured on all folios and process payment upon reaching a specific balance
Overseeing the Market (fully stocked, weekly inventory, place orders)
Assisting the Executive Housekeeper twice weekly, inspecting guest rooms and public areas
Working with both housekeeping, maintenance and other departments to fulfill guest requests
Covering Front Desk shifts as needed according to the budgeted Labor Plan

Benefits

Comprehensive benefits package including medical, dental, and vision
Life insurance
Pet Insurance
Short and long-term disability
Paid time off and holidays
Tuition assistance
Competitive Compensation with incentives (incentives vary by position)
401K Savings Plan, 50% matching up to 10% of compensation
Associate referral program
Brand and company training classes, workshops and conferences for career growth and development (varies by position)
Fundraising matching funds program
Team volunteer opportunities
24/7 chaplain services
Exclusive hotel rate discounts
Any state specific holiday, vacation or benefit requirements will apply