Guest Services Manager

We are looking for a highly motivated, customer focused leader to join our Front Office team as Guest Services Manager. The successful candidate for this role will have a proven track record of developing a team to provide exceptional service, is open to learning and leading by example, responds in a professional and courteous manner to guests and team, as well as being there to support the team both personally and professionally.

Responsibilities

Oversee the Front Office operations to lead the team; Develop and mentor a team for the Front Desk Agents, Concierge; Ensure proper training materials are in place; Implement coaching, career planning and recognition programs for all associates; Monitor room inventory, rate and plan availability and lead the team to maintain average daily rate to ensure revenue maximization forecasting occupancy; Lead by example to ensure all guest interactions are handled in a professional manner; Provide exceptional customer service by being engaging and taking sincere interest; Check guests in, ensuring proper credit is received, special requests are noted and fulfilled, and accurate information is established; Help to resolve problems and WOW guests through recovery when things aren't quite right; Work closely with the Maintenance and Housekeeping and other Guest Service Management teams to communicate and coordinate the day; Interact with hotel/resort staff in a professional manner, assisting other departments with necessary information; Hands on management would be expected

Requirements

3-5 years experience leading a Front Office team in a service focused hotel or resort environment; Available to work a flexible schedule to include nights, weekends and holidays; Strong desire to make an impact on other people; Outgoing and engaging personality; Strong computer skills and experience with PMS systems; Excellent verbal and written communication skills; Ability to work in a fast-paced setting

Nice to have

College degree preferred