Guest Service Manager

Position Summary:

The Guest Service Manager is responsible for ensuring a seamless and memorable guest experience by overseeing the day-to-day operations of the Front Office department, including front desk/guest services and bell services.

Key Responsibilities:

• Lead the Front Office team, including all front desk managers, supervisors, desk agents, and bell service staff
• Manage scheduling, training, and development of all staff members in the department
• Meet with front office leadership on a scheduled basis to discuss current trends, opportunities for improvement, and upcoming changes
• Respond to guest reviews, using the information to pinpoint consistent issues and improve overall operations
• Act as Manager on Duty to take point on all guest concerns, issues, and opportunities while on shift.
• Attend weekly Resume Meeting to prepare for incoming groups, ensuring all contracted client needs are executed and shared with the front office staff.
• Work with accounting team to check Guest Ledger on a daily basis, ensuring all possible accounts receivables are collected from previous guests.

Qualifications:

• High school diploma or equivalent
• Bachelor’s or Associate’s degree in Hospitality or relevant field, or 4 years experience in hotel operations
• Minimum 2 years of experience in guest services or front desk operations in a leadership role
• Valid driver’s license
• Strong leadership, communication, and conflict-resolution skills.
• Proficiency in hotel management software (PMS) and Microsoft Office Suite. Experience with Opera Cloud, Amadeus Service Optimization, and Medallia a plus
• Ability to multitask and remain calm under pressure.
• Ability to lift, push, pull a minimum of 25 pounds
• Ability to stand and/or walk for an extended period of time
• Flexible schedule, including nights, weekends, and holidays.

Salary:

$55,000 - $65,000

Bonus Monthly Incentive tied to Guest Service Scores