Guest Services/Front Desk Manager

Must have hotel experience in a management/supervisor capacity.

Major Functions: Supervises the front desk by directing and supervising Guest Service Agents, Bell Staff, and Reservations to ensure the best possible guest satisfaction, employee moral, standards, training, and profit.

Every day is different, but you will mostly be:

• Always provide the highest quality of service to customers.
• Monitor Front Desk uniform standards.
• Maintain and improve guest service and courtesy control programs. Accountable for GSS scores and improvement. Resolve Guest Challenges and take appropriate action to ensure 100% Guest Satisfaction.
• Serving as the main point of contact for VIP Guests and ensuring hotel departments are fully briefed on their requirements.
• Seeking verbal feedback from customers on a regular basis and responding to all guest queries in a timely and efficient manner.
• Keeping in close contact with guests for feedback, complaints, and compliments – and following it up.
• Managing, recording, and resolving guest or customer complaints promptly.
• Keeping other operating departments in the loop with important guest relations matters – between the Food and Beverage, Sales and Marketing, Maintenance, Housekeeping, and Spa to the Front Office team.
• Monitors Front Desk/Bell Staff uniform standards.
• Coordinates and creates schedules weekly based upon the occupancy forecast. Schedule is to be approved by Director of Operations and posted on Thursday each week.
• Maintain preparedness and implement emergency procedures when appropriate to protect the hotel guests, staff, and assets.
• Issue appropriate correspondence to dissatisfied customers on behalf of the hotel to achieve satisfaction and customer loyalty.
• Handle all customer inquiries regarding hotel events, outlets, directions, local attractions, transportation, etc.
• Provide support and work directly with front office team.
• Other duties as assigned to team members that will provide the most top-quality experience for our guests and other team members.

Prior Experience: Two years combined prior hotel/resort front desk and supervisor experience preferred in a luxury hotel.

Other: The hotel functions seven (7) days a week and twenty-four (24) hours per day. All employees, both management and hourly, must realize this fact and be aware that at times it may be necessary to move employees from their accustomed shift as business demands.

We are a drug-free workplace; criminal background required. We participate in Everify. EOE/M/F/D/V

Excellent Benefits!

401k after 90 days, company match up to 6%

Medical/ Dental/Vision Insurance

Company-paid Life Insurance

Employee Assistance Program (EAP)

Flexible Spending Account (FSA)

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