Hampton Inn & Suites  

111 Hampton Woods Ln.

Raleigh, NC 27607

Position Summary  

The Guest Services Manager is responsible for leading a department that meets and exceeds all guest expectations, especially during check-in and check-out.

Responsibilities 

• Training, developing, and counseling all front desk employees
• Completing work schedules for front desk department staff in a timely and effective manner
• Conducting regular staff meetings and promoting the QTR culture and the core ideology
• Communicating and is knowledgeable of guest satisfaction scores
• Operating within budgetary guidelines
• Promoting and encouraging team work at all times
• Making sound decisions and identifying problems and offering solutions
• Demonstrating knowledge of O&R and brand success plans
• Providing information to guests about hotel policies, services, and amenities
• Responding to requests from guests for assistance and information about the local area (e.g. directions, restaurants, attractions, etc.)
• Entering/changing reservations information, posting charges to guest rooms, and selling rooms to customers
• Processing payments from guests and reviewing and balancing guest accounts
• Informing housekeeping department about room status/availability
• Listening and responding to guests’ requests and complaints
• Operating hotel switchboard
• Maintaining daily logs and balancing shift work and cash drawers
• Maintaining front desk department audit standards
• Monitoring and maintaining property security
• Responsible for purchasing, monitoring, and controlling store inventory

Requirements

• Prior supervisory experience is preferred
• Prior hospitality experience is strongly preferred
• Strong initiative and work ethic
• Punctual, reliable, and regular attendance
• Strong attention to detail
• Customer-service oriented
• Strong multitasking and organizational skills
• Ability to work in a fast-paced environment
• Excellent communication skills – verbal and written
• Excellent interpersonal skills
• Excellent time and project management skills