Hotel Guest Services Manager

Fairfield Inn and Suites•Denver, CO

About The Position

The Hotel Guest Services Manager oversees guest service operations to ensure guests receive exceptional service. Areas of responsibility include the front desk, concierge, transportation, valet, bell service, and breakfast service. The manager leads and supports associates, helps manage budgets and payroll, maintains departmental standards and equipment, coordinates operations with other departments, and contributes to guest satisfaction, safety, and community activities. The role also involves monitoring arrivals, room inventory, operational and food supplies, cleanliness, expenses, and service quality. The manager may operate the hotel shuttle and perform Manager on Duty coverage as needed. The position requires a professional, guest-focused approach, calmness under pressure, and the ability to lead a team and respond responsibly to operational issues.

Requirements

Minimum of 2 years of hotel experience.
Minimum of 2 years of management experience, including at least 1 year in hospitality management.
Bachelor’s degree in hospitality or a related field; skills and knowledge gained through on-the-job training and previous experience may substitute for the degree.
Valid driver’s license in good standing if the property operates a shuttle van.
Ability to communicate effectively, both orally and in writing.
Ability to multitask, motivate and lead a team, and remain calm during stressful situations.
Ability to obtain information from various sources, analyze issues quickly, and determine a responsible course of action.
Ability to operate standard office equipment, including a computer, copier, and printer.
Ability to safely operate a passenger shuttle van.
Ability to perform the job duties of all positions within the department.
Ability to learn and adhere to Brand and Baywood Hotels’ standards.
Ability to understand interdepartmental relationships.
Ability to operate office equipment and industry-specific software, including a property management system.
Ability to stand for the entire shift, usually 8 hours.

Nice To Haves

Brand certifications preferred.
Bilingual in Spanish and English.
Proficiency in Microsoft Office, including Excel and Word.
Proficiency in the hotel’s Property Management System.

Responsibilities

Interview, select, train, motivate, and lead associates, including providing positive reinforcement and leading by example.
Provide input for the annual budget and monitor departmental expenses and payroll against budget guidelines.
Administer progressive discipline and performance appraisals in accordance with company guidelines.
Attend required meetings and training, and conduct departmental and other assigned meetings.
Ensure backup procedures, departmental policies, and procedures are in place and followed.
Implement and maintain Baywood and brand promotional programs and procedures.
Monitor guest arrivals and special requests, coordinate group arrivals and departures when needed, and ensure appropriate room types are available.
Ensure associates maintain a professional image and monitor cleanliness and neatness in responsible departments.
Monitor operational supply and pantry inventory, place orders in a timely manner, and ensure food supplies remain in stock.
Maintain effective communication within the department and coordinate with other departments to support seamless operations.
Ensure equipment is properly maintained; inspect the shuttle van and other equipment.
Monitor market operations, including cleanliness, merchandising, and inventory.
Review guest credit reports and address issues.
Prepare weekly schedules, monitor payroll, ensure appropriate staffing, and provide coverage as needed.
Review passenger logs, driver safety checklists, and preventative maintenance records to ensure shuttle operation follows established guidelines.
Operate the shuttle van when needed.
Review departmental checklists and conduct random audits to verify required tasks are completed.
Monitor associate time records, correct errors with necessary authorization, and securely file payroll-related documents.
Participate in safety initiatives and the Safety Committee; complete incident reports, take appropriate action, and notify relevant parties.
Perform Manager on Duty responsibilities as needed.
Participate in BEAR activities and other company-sponsored community service and fundraising events.
Model Baywood Ambassador behaviors, including warmly greeting guests and coworkers, actively listening, seeking assistance to resolve concerns, fostering teamwork, monitoring surroundings for cleanliness, safety, security, and maintenance issues, and recommending other Baywood properties when appropriate.
Follow safety guidelines and procedures, including appropriate attire and use of protective gear.
Perform additional duties as assigned by management.