Job Title: Guest Services Manager

Department: Front Desk

Reports To: Director of Rooms

FLSA Status: Exempt

SUMMARY:

The Guest Services Manager is responsible for enhancing and improving our hotel’s experience by providing outstanding service to our guests. Provides hands on management style, by providing training to new hires and staff, taking and assisting with reservations, excellent customer service, being a team player and having a positive attitude. Also provides support to the General Manager through oversight of front desk duties and assignments.

RESPONSIBILITIES:

• Greet all guests, vendors, and visitors professionally, and with a smile.
• Monitor competitor hotel daily/weekly rates and coordinates (with General Manger) upcoming hotel rate adjustments.
• Development of weekly front desk schedules and for approving front desk PTO requests.
• Inspect guest rooms (if needed and requested by the General Manager or housekeeping supervisor).
• Assist with accounting issues that arise with guest invoices.
• Assist with guest complaints and resolution of issues (as possible).
• Process guest check-in and check-out in accordance with hotel policy and procedures.
• Make and confirm guest reservations.
• Answer phone professionally and cordially.
• Assist guests with special requests including room placement when possible.
• Share hotel amenities and special features with guests.
• Process all payment types e.g. charges, cash, checks, debit or credit cards.
• Coordinate with Housekeeping Department to track room readiness and communicate guest concerns if necessary.
• Ensure that all complaints regarding service and/or accommodations are investigated and resolved in a friendly and respectful manner.
• Assist in completing required Front office reports.
• Keep General Manager and Director of Front Desk informed of any guest issues or concerns.
• Report suspicious activity to General Manager and law enforcement when deemed necessary.
• Follow and implement rules and regulations as per hotel Standards.
• Flexible to cover varying shifts, as needed.
• Attend Resume meetings
• Daily check of OTA Platforms and respond to guest(s) reviews.
• Other duties as required.

This position will also work as a Lobby Greeter creating a positive and welcoming environment while ensuring smooth operations in the lobby and valet area. You will be responsible for greeting visitors, assisting with directions, and providing top-tier customer service.

• Greet visitors warmly and professionally as they enter the building.
• Provide accurate information about amenity locations.
• Answer questions and direct guests to the appropriate location within the hotel.
• Maintain the lobby area by ensuring it is clean, organized, and presentable at all times.
• Handle inquiries from visitors in a friendly and professional manner.
• Coordinate with facilities or maintenance teams for any issues related to the lobby or building.
• Promote a positive company image through exceptional customer service and professionalism.

QUALIFICATIONS:

• One - three years of employment as a Guest Services Manager in a luxury hotel or resort environment.
• Knowledge or Microsoft Office and hotel software.
• Knowledge of hotel operations and procedures.
• Excellent customer service skills.
• Outstanding interpersonal and communication skills.
• Ability to work well under pressure.
• Ability to handle difficult customer situations.
• Strong organizational and problem-solving skills.
• Ability to speak, read and write English. Spanish speaking proficiency is a plus.
• Ability to act professionally and remain impartial in all circumstances regarding guests and employees.
• Ability to work flexible hours, including evenings and weekends.
• Maintain confidentiality of guest information and pertinent hotel data.

EDUCATION:

• Bachelor's degree in hospitality management or related field

REASONING ABILITY:

• Excellent verbal and written communication skills, with the ability to interact effectively with guests, associates, and external partners.
• Ability to work well under pressure and respond quickly and effectively to emergency situations.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job is primarily performed in an office environment with a moderate noise level. While performing the duties of this job, the employee is required to frequently inspect inside and outside areas of the property location and may be exposed to on-going construction and various weather conditions. The noise level in the work environment may range from moderate to loud.

The above job description describes the primary duties and qualifications for this position. The company reserves the right to modify, add or remove duties other duties as necessary.

The candidate for this position is an at-will employee and subject to termination with or without cause or notice.