Guest Service Manager

$55000 - $65000 Monthly Incentive tied to Guest Service Scores

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
• Bachelors or Associates 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 drivers 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.