Guest Services Manager

Job Title: Guest Service Manager

Location:

Hotel Size

Employment Type: Full Time

Brand Affiliation

Company: Rebel Hotel Company

About Rebel Hotel Company: Rebel Hotel Company is one of the fastest-growing third-party hotel management companies in the United States, recognized for delivering bold results, operational excellence, and distinctive guest experiences. We operate a diverse portfolio of full-service, lifestyle, and branded hotels across major metropolitan and resort markets. We are building a culture of leadership, innovation, and accountability—and we’re just getting started.

Position Summary: The Guest Service Manager is responsible for ensuring the operation of the Guest Services in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy. Management-level associates are expected to work as much of each workday as is necessary to complete their job responsibilities and maintain the hotel's guest service scores.

Key Responsibilities

• Respond to all guest requests, problems, complaints and/or accidents presented at the Front Desk or through Reservations, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction
• Motivate, coach, counsel and discipline all Front Desk personnel according to company S.O.P.'s
• Ensure compliance to brand and company training, using the steps to effective training according to company standards
• Prepare and conduct all Front Desk interviews and follow hiring procedures according to company S.O.P.'s
• Develop employee morale and ensure training of Front Desk personnel
• Participate in required M.O.D. program as scheduled
• Review Front Desk staff's worked hours for payroll compilation and submit to Accounting on a timely basis
• Prepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements. Present with
• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments
• Work closely with Accounting on follow-up items, i.e., returned checks, rejected credit cards, employee discrepancies, etc.
• Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming
• Monitor the process of taking reservations ensuring that company courtesy and up selling techniques are maintained
• Ensure implementation of all company policies and house rules
• Coordinate all aspects of the ongoing implementation of the company philosophy of service
• Ensure correct and accurate cash handling at the Front Desk
• Attend monthly all-employee team meetings and any other functions required by management
• Attend weekly staff meeting and provide training on a rotational basis using steps to effective training according to company standards
• Obtain all necessary information when taking room reservations
• Be aware of all rates, packages and promotions currently underway
• Follow and enforce all company hotel credit policies
• Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees
• Establish and maintain key control system
• Assist the General Manager and Engineering Department in implementing and maintaining emergency procedures
• Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs
• Conduct meetings according to company standards as required by management
• Other duties as required
• Demonstrated ability to handle cash, prepare and deposit cash drops, secure and balance bank
• Maintain a high level of trust and responsibility
  
  

Required Skills, Experience And Knowledge

• At least 4 years of progressive experience in a hotel or a related field
• Supervisory experience required
• Must be proficient in Windows operating systems, Company approved spreadsheets and word processing
• Must be able to convey information and ideas clearly
• Must be able to evaluate and select among alternative courses of action quickly and accurately
• Must work well in stressful, high pressure situations
• Must maintain composure and objectivity under pressure
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary
• Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests
  
  

What We Offer

• Competitive base salary and performance-based bonus
• Medical, dental, and vision insurance
• 401(k) plan with company match
• Paid time off and holidays
• Career advancement opportunities within a rapidly growing company
• A chance to be part of the Rebel movement redefining hospitality leadership
• Compensation $75,000 to $80,000/ year