What are the responsibilities and job description for the Guest Service Manger | Best Western Plus position at Wilkinson Development, Inc?
Are you a hospitality professional who loves creating great guest experiences and helping a team succeed?
We are looking for a Guest Services Manager to lead our Front Desk team and help make every guest's stay exceptional. This is a hands-on leadership position for someone who enjoys working with people, solving problems, and setting a positive example for their team.
The Guest Services Manager oversees day-to-day Front Desk operations, supports and develops team members, responds to guest needs, and helps ensure our hotel maintains a welcoming, professional, and safe environment.
This position reports to the General Manager and/or Executive Housekeeper.
What You'll Do
- Lead and support the Front Desk and Guest Services team.
- Provide exceptional service and help create memorable guest experiences.
- Work at the Front Desk for a minimum of 4 shifts per week, depending on hotel occupancy and business needs.
- Create Front Desk schedules and ensure appropriate coverage for all shifts.
- Step in to cover staffing needs and help the team when challenges arise.
- Serve as a resource for employees when they have questions or need help troubleshooting.
- Handle guest questions, concerns, and service recovery with professionalism and a positive attitude.
- Hold regular Front Desk team meetings to communicate updates, procedures, and expectations.
- Train, coach, and develop Front Desk employees.
- Provide ongoing feedback and complete employee performance evaluations.
- Help identify opportunities for employee growth and continuing education.
- Establish and maintain consistent Front Desk procedures and standards.
- Keep training materials and Front Desk resource guides current.
- Ensure employees are properly trained and held accountable for following hotel procedures.
- Follow and reinforce hotel safety, security, privacy, and confidentiality procedures.
- Help maintain a secure property by monitoring access and addressing security concerns appropriately.
- Work closely with hotel leadership and other departments to support overall hotel operations.