Guest Services Manager

Pyramid Global Hospitality is seeking a highly motivated, customer focused leader to join the Front Office team at the Hanover Inn Dartmouth as Guest Services Manager. The successful candidate 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, and supports the team both personally and professionally. Pyramid Global Hospitality is an equal opportunity employer.

Responsibilities

Oversee Front Office operations to lead the team in helping guests discover their Wanderlust experience; Be involved in the financial performance of the hotel, including managing the annual budget, maintaining labor costs to forecast/budget, managing spending accounts and reviewing monthly Profit & Loss reports; Develop and mentor a team of Front Desk Agents and Valet/Bell Attendants; Ensure proper training materials are in place and used by each department; 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 teams to communicate and coordinate the day; Interact with hotel/resort staff in a professional manner, assisting other departments with necessary information

Requirements

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

Nice to have

College degree preferred