Guest Service Manager Jobs

Department – Executive Office

Reports to – General Manager

What’s the job?

As Guest Service Manager, you’ll be responsible for the overall success (financial, guest experience, quality standards) of the front of the house, using strong leadership skills to optimize guest and associate experience and financial returns. You will be the champion of the hotel’s front of the house, and you will be an extension of your General Manager in their absence.

Your day-to-day

Guest Experience

• Serve and build relationships with guests – ask for their feedback and show them hospitality
• Collaborate with colleagues and hotel team members to establish and implement services and programs that meet or exceed guest expectations.
• Communicate daily activity and guest feedback with all other hotel department managers.
• Ensure the hotel exceeds Opal goals and brand standards for guest satisfaction and service.
• Serve and build relationships with guests – ask for their feedback and show them hospitality.
• Represent and build the hotel’s online reputation on review sites

Leadership

• Perform other duties as assigned. May also serve as manager on duty, breakfast host, and/or Sales Manager.
• Develop programs and initiatives to increase team engagement that are aligned with the service philosophy.
• Demonstrate a high level of integrity, take ownership of personal and team actions, communicate effectively, promote collaboration, nurture a positive, professional work environment and adhere to Opal’s Standard Operating Procedures.
• As Guest Services Manager, you will have a comprehensive and authoritative knowledge of the entire Front Desk area.
• Develop, implement and monitor team member succession planning to ensure future bench strength.
• Provide feedback, rewards, and recognition to team members.
• Motivate, coach / mentor, and train front of the house team members, set goals and hold team members accountable.
• Oversee HR related actions in accordance with rules and policies.

Revenue Generation

• Aggressively and effectively manage rates across distribution channels and technology platforms to drive revenue and maximize market share.
• Aggressively pursue revenue goals, effectively utilize yield management and revenue maximization tools, and prepare and manage the annual budget to attain financial goals.
• Analyze financials to drive revenues and occupancy, future profitability and maximum return on investment.
• Work closely with the sales team to capitalize on all revenue opportunities.

Cost Control

• Effectively manage and control all operational expenses, including front desk, breakfast area, labor, overtime, food and market, supplies, etc., enforce Opal’s procurement guidelines.
• Develop and carry out action plans to be environmentally conscious by taking steps to reduce the hotel’s carbon footprint.
• Continually seek and implement cost saving strategies.

Requirements

• Must be a strong leader, self-motivator, team builder and willing to work 50+ hours per week with flexibility (minimum 5 days per week).
• Must speak fluent English (other languages preferred)
• 2 years hotel front office experience with 1 year of supervisory experience preferred
• High school diploma or higher-level education

Specific Requirements

• Maintain proper staffing in all Front Desk areas and the breakfast area according to occupancy levels.
• Handle guest complaints effectively and hospitably, in accordance with Opal and Brand standards.
• Promote goodwill by being courteous, friendly, and helpful to guests, managers and all other associates.
• Be the hotel champion for attaining loyalty enrollment goals
• Research and prepare responses to credit card chargeback disputes.
• Participate in all departmental meetings with the General Manager.
• Complete weekly schedules for front office and breakfast area staff as per standard operating procedures.
• Be proficient in the use of all front office equipment such as credit card machine, copier and fax.
• Understand the Chart of Accounts in order to code hotel invoices for the Front Office and the breakfast area.
• Constantly monitor front office communications logs.
• Exhibit exceptional leadership skills.
• Approve labor for department.
• Send a daily end of the day activity and accomplishment email to the General Manager and a copy to the Opal Director of Operations.
• Process reservations and cancellations by mail, telephone, fax and central reservation systems referrals.
• Process reservations and cancellations received from sales office and other hotel departments.
• Enforce all existing and new policies and procedures with Front Desk and breakfast area staff.
• Have complete knowledge of room types and offered rate plans.
• Inform the General Manager of any unique situations, or unusual developments in Front Desk operations.
• Maintain all equipment, conduct inventories as per standard operating procedures, and maintain office and breakfast area supplies at par.
• Respond to Franchise guest surveys and online reviews (TripAdvisor, Google, Expedia, etc).
• Open and close out discount rates on reservation systems when applicable.
• Fully understand the hotel’s franchise policy on guaranteed reservations and no-shows.
• Monitor the appearance of all Front Desk and breakfast area staff, to ensure they are following company uniform policy.
• Be proficient on the use of the property management system, accounting system, and facilities management software; train front desk personnel on the systems.
• Conduct regular performance reviews and provide feedback to Front Desk and breakfast area staff.
• Conduct daily huddles and individual meetings as needed.
• Supervise delegated responsibilities and follows up.
• Be willing and able to work any shift, including night audit and fill in when other employees are not able to work their scheduled shift.
• Have a good understanding of all of hotel operating procedures.

Optimum Attributes

• Willing to work on weekends and holidays if required
• Great listener
• Well-groomed and professional appearance
• Open with praise, discreet with criticism
• Pleasing Personality
• Team player
• Effective communication skills
• Tech-savvy

Performance Standards

Performance shall be measured by the following:

• Associate Standard Index (ASI)
• STR Report RevPAR Index
• Guest Service Index (GSS)
• Budgeted RevPAR

The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.

Equal Opportunity Employer