What are the responsibilities and job description for the Guest Experience Manager position at Holiday Inn Budd Lake-Rockaway Area?
Company Overview
At the Holiday Inn Budd Lake we believe every guest interaction is an opportunity to create a memorable experience. Our team takes pride in offering warm, genuine hospitality in a welcoming environment. We are currently seeking a passionate and service-oriented Guest Service Manager to lead our front office and guest services team.
Summary
As the Guest Service Manager, you will be responsible for overseeing the day-to-day front office operations and ensuring that every guest enjoys a seamless and outstanding experience. You’ll lead by example, support and coach your team, and work closely with all departments to maintain high service standards and guest satisfaction. Your contributions will be vital in upholding our commitment to guest satisfaction and creating memorable experiences.
Key Responsibilities:
- Supervise and support front desk/concierge
- Resolve guest issues promptly and professionally to ensure complete satisfaction
- Train and motivate team members, fostering a culture of exceptional service
- Monitor and manage room inventory, guest requests, and VIP arrivals
- Collaborate with housekeeping, maintenance, and other departments to ensure smooth operations
- Handle scheduling, performance reviews, and team development
- Maintain compliance with brand standards and hotel policies
- Maintain outstanding knowledge of hotel services, amenities, and local attractions to assist guests effectively.
- Handle phone calls with professionalism, including reservations and guest requests.
- Collaborate with housekeeping and maintenance teams to ensure guest rooms are ready and well-maintained.
- Assist with night audit duties as needed, ensuring accurate reporting of daily transactions
- Maintain all Accounts Receivables accurately and efficiently
- Actively participate in both optional and required trainings and development programs
- Act as the Manager on Duty, ensuring smooth daily operations, handling guest concerns, supporting team members across all departments, and making decisions in the absence of senior leadership
Qualifications:
- 2 years of experience in hotel front office or hotel guest services required, with at least 1 year in a supervisory or managerial role preferred
- Strong leadership and communication skills
- A genuine passion for hospitality and delivering outstanding service
- Ability to work flexible hours, including evenings, weekends, and holidays (typical schedule includes mostly afternoon/evening hours, weekends are required)
- On-call availability
- Familiarity with Opera PMS systems is preferred
- High school diploma or equivalent required
- Multilingual or bilingual skills are an advantage
- Immediate availability preferred
If you are passionate about delivering exceptional customer service and want to be part of a dynamic team at Holiday Inn, we invite you to apply today!
Job Type: Full-time
Pay: $45,000.00 - $55,000.00 per year
Benefits:
- Dental insurance
- Employee discount
- Flexible schedule
- Food provided
- Free parking
- Health insurance
- Life insurance
- Paid time off
Schedule:
- 12 hour shift
- 8 hour shift
- Day shift
- Evenings as needed
- Evening shift
- Every weekend
- Holidays
- Nights as needed
- On call
Experience:
- Hotel front desk: 1 year (Required)
Ability to Commute:
- Mount Olive, NJ 07828 (Required)
Work Location: In person
Salary : $45,000 - $55,000