Limited Service Hotel in Livonia, MI with a lively staff and great guests!

We are seeking a dynamic leader to join our hospitality team. One who exhibits exemplary guest service skills, thoughtful problem resolution, and keen attention to detail, all while being able to motivate and manage our team members to strive for excellence, and provide a stellar guest experience for every guest, every stay.

The Guest Services Manager is responsible for:

• Coordination of the daily operations of the guest services team to ensure that the guest experience exceeds the expectations of every guest, with every stay.
• Ensures effective communication between shifts and other managers and departments of the hotel.
• Monitors both the productivity and qualitative work product for the Guest Services Team.
• Insures that all quality standards are met.
• Ensures all standard operating procedures and policies are met and adhered to by all team members property wide.
• Recruiting, hiring, on-boarding, continuous training and development, and progressive disciplinary actions are met for all team members.

JOB RESPONSIBILITIES

The Guest Services Manager’s primary duties will include:

• Conduct orientations and on-boarding training for all new associates to explain company policies, brand standards, and that all expectations are clearly communicated from the beginning of employment with the property.
• Ensure that all employees are trained per company standards on all computer and web-based systems.
• Prepare all schedules for the department within budget, based on forecast, and submits to senior management for approval.
• Inventories stock to ensure adequate supplies, and submits order requests as appropriate to senior management.
• Manage all guest reviews and responds to open items within guidelines set by franchise/brand standards.
• Investigate all guest complaints and customer care files, taking corrective action as appropriate, always with the goal of ‘one contact resolution’ to make it right for our guests.
• Record data concerning work assignments and special projects and prepare periodic reports.
• Greet and interact with our guests in a friendly and professional manner creating the “WOW” experience.
• Possess full knowledge of all matters relating to proper techniques as established by hotel/franchise requirements.
• Interact with fellow associates in a courteous and professional manner.
• Ensure that all guest requests you receive are satisfied in a timely and efficient manner utilizing internal communications system in place.
• Provides service in a highly professional manner at all times.
• Assists in working with employees to carry out guest arrival and departure procedures and to maintain the property’s cleanliness standards.

• Understands night audit procedures and is able to comprehend, perform duties, and utilize reports as necessary.
• Opens and closes Front Desk shifts / Housekeeping and ensuring completion of assigned shift checklist and other duties.
• Assists in the investigation of employee and guest accidents.
• Assists in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences
• Complete associate safety training in compliance with franchise procedures, and regulations.
• Review internal management reports to include: occupancy forecasts, night audit summary, payroll edits, man-hour and payroll reports, productivity results from the prior day, operating checkbook accounts and schedules.
• Attend staff meetings, and host department staff meetings monthly.
• Check periodically each day on any and all special project work.
• Ensure that the hotel maintains all standards as defined by any third party affiliations (hotel franchiser) where applicable.
• Perform month end inventories in a timely and accurate manner.
• Enforce 100% staff compliance with uniform, grooming, and hygiene standards.
• Report unsafe work conditions/practices and safety/security violations in accordance with Company policy.
• Other duties as assigned.

Job Type: Full-time

Benefits:

• Health
• Dental
• Employee discount
• Paid time off

Schedule:

• Must have open availability
• Night shifts
• Day shifts
• Weekend availability
• Holidays

Education:

• High school or equivalent
• Degree preferred in relevant field of study

Experience:

• Hotel experience: 2 years (Required)

Job Type: Full-time

Pay: $16.00 - $18.00 per hour

Benefits:

• Dental insurance
• Employee discount
• Free parking
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 10 hour shift
• 12 hour shift
• 8 hour shift
• Day shift
• Holidays
• Monday to Friday
• Night shift
• On call
• Overtime
• Weekends as needed

Work setting:

• In-person

Education:

• High school or equivalent (Required)

Experience:

• Hotel management: 1 year (Required)

License/Certification:

• Driver's License (Required)

Shift availability:

• Day Shift (Required)
• Night Shift (Required)
• Overnight Shift (Required)

Work Location: In person