Guest Services Manager Jobs

Are you a desk clerk ready for your next move? Do you have Hilton systems experience? The Embassy Suites Nashville at Vanderbilt, managed by Moody National Hospitality Management, is looking for a Guest Service Manager to assist in leading our front desk teams to excellence! We offer competitive pay, and a fun, challenging work environment.

The Front Office Manager leads all Front Office operations to achieve high levels of customer satisfaction by providing quality service, and comply with corporate/brand policies and procedures while meeting/exceeding financial goals.

Essential Functions:

• Manage Front Office staff effectively: schedule, train, coach, counsel, and conduct performance reviews; resolve problems; provide thorough communications, discipline and recommend terminations of employment as necessary.

• As necessary conduct Front Desk activities; check guests in and out efficiently and courteously; respond to customer concerns, issues, inquiries, and input in a timely, professional, and courteous manner; resolve customer complaints, escalate issues as necessary or report to other departments for resolution.

• Pre-register, block reservations and take same-day reservations following hotel rate structures, discounts, and sell strategies; cancel reservations according to procedures.

• Respond to customer concerns, issues, inquiries, and input in a timely, professional, and courteous manner; resolve customer complaints, escalate issues as necessary or report to other departments for resolution.

• Implement Company/Brand programs to achieve service quality goals, while ensuring compliance with all specified policies and procedures; communicate with sales staff to define and implement sales strategies for improving occupancy levels and revenues.

• Prepare forecasts and reports as directed; implement and monitor results to budget projections; develop recommendations for minimizing expenses and maximizing revenue.

• Monitor and maintain the Front Office systems and equipment to ensure optimum performance; report issues as necessary.

• Prepare and submit travel agent commission reports, third party reports, brand frequent traveler program points and other reports requested by management.

• Order supplies as needed to provide quality customer service.

• May temporarily assume Assistant General Manager, or General Manager, responsibilities as required.

• May oversee operations of hotel Gift Shop and hotel Business Center.

• Other duties as assigned by management.

Supervisory Responsibility:

• Supervises Front Desk Leads, Front Desk Clerks and Night Auditors

Job Specifications:

• Solid working knowledge of related company and brand policies, procedures, and services; general knowledge of other departments in the hotel, including a good understanding of basic operations and functions of all other departments and emergency systems, policies and procedures.

• Good understanding of revenue management policies and practices and excellent proficiency in the property’s revenue management computer program.

• Good management/supervisory skills.

• Excellent interpersonal and written/verbal communication skills.

• Excellent proficiency with Front Desk computer systems; intermediate proficiency with Word, Excel, and MS Outlook.

• Excellent command of the English language; second language proficiency desirable. Excellent interpersonal, written/verbal communication and telephone etiquette skills.

• Excellent time management skills and ability to multi-task and prioritize work

• Exceptional problem solving skills

• Ability to maintain customer focus

• Excellent organizational and planning skills

• Ability to work well in a team environment

• Ability to follow corporate standards and procedures

Education and Experience:

• Undergraduate degree in business, hospitality, or related field or equivalent combination of education &experience.

• 2+ years of experience as Front Office Manager/Supervisor in an equivalent hotel. Minimum training required per year as assigned by the company

• Any additional training required by manager

Work Environment:

• This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

• Work days and work hours may vary depending on property needs.

• This position works indoors.

Experience

Preferred

• 2 year(s): Front Desk
• 1 year(s): Hilton Family of Hotels / OnQ

Education

Required

• High School Diploma / GED or better

Preferred

• Bachelor of Arts or better in Hospitality and Resort Management

Skills

Required

• Leadership

Preferred

• Customer Service

Behaviors

Preferred

• Team Player: Works well as a member of a group
• Dedicated: Devoted to a task or purpose with loyalty or integrity

Motivations

Preferred

• Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization
• Growth Opportunities: Inspired to perform well by the chance to take on more responsibility