The Guest Service Manager / Hotel Front Office Manager is responsible for the training, coaching, and daily operations of guest services for the hotel. This includes the front desk, reservations, and audit as well as general guest services working side-by-side with the team daily. This position helps to set the tone for the guest experience and demonstrates leadership by setting the example of exceptional guest service.
The Guest Service Manager / Hotel Front Office Manager works effectively as a team contributor on all assignments as well as works independently. The person in this key role is exceptional in communicating and coordinating work efforts with their team as well as others to achieve outstanding guest and team member satisfaction throughout the hotel. Performs quality work within deadlines with or without direct supervision.
ESSENTIAL FUNCTIONS:
- Hires, coaches, corrects and assists team members to ensure outstanding guest experiences; hands-on position working side-by-side with team members.
- Monitors arrivals, departures and upcoming reservations to ensure proper staffing levels and coordination with other departments.
- Prepares weekly scheduling in accordance with budget and guest service needs.
- Identifies needs for additional training of team members and ensures training and follow up is provided to improve skills.
- Communicates regularly upcoming events, promotions, operational changes with team, other departments, and management to ensure seamless operations and exceptional guest experiences.
- Leads guest service culture through example and daily team follow up.
- Facilitates resolving any guest issues / needs through communication, follow up and training.
- Assists in responding to guest reviews.
- Provides expert knowledge and management of property systems.
- Participates in revenue management and executes tactical changes in line with hotel revenue strategy.
- Prepares and / or assists in preparing operational reports as instructed.
- Encourages ongoing improvement and takes initiative, catalyst for positive change and exceptional service.
- Ensures all work is performed in a safe and efficient manner and that all applicable health and safety regulations are followed.
- Maintains gift shop and other miscellaneous revenue centers to ensure they are well stocked, merchandised and / or are in proper working order (vending / guest laundry, etc.) and profitable.
- Performs other duties as assigned.
EDUCATION & EXPRIENCE:
- Minimum of High School education, post-high school education preferred.
- Minimum of one year successful hotel / resort experience as front desk supervisor / manager or equivalent guest service leadership role
KNOWLEDGE, SKILLS & ABILITIES:
- Must have excellent decision making and quality of work.
- Excellent time management and ability to prioritize needs.
- Excellent attention to detail and problem solving.
- Must be able to respect and honor confidentiality as well as have integrity and be trustworthy
- Ability to interact positively with supervisor, management, co-workers, guests, owners and public with skills for excellent customer service.
- Ability to communicate effectively verbally and in writing.
- Strong leadership skills
- Skilled at development of direct reports and others
- Ability to exceed expectations of guests and team members.
- Adept at using property management / guest service software.
- Must be comfortable using Microsoft Office applications.
- Basic math skills and cash handling
- Conflict management skills/training/experience helpful
- Ability to produce work in a timely manner which is accurate, complete and of high quality.
- Ability to come to work on time.
PHYSICAL DEMANDS:
While performing the duties of this job, the employee is regularly required to talk or hear. The employee is regularly required to stand; walk; sit; stoop, kneel, or crouch. The employee is frequently required to stand, sit, or walk for extended periods of time. The employee must occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision and distance vision.
Job Type: Full-time
Pay: $47,000.00 - $55,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Flexible schedule
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- Evening shift
- Morning shift
Work setting:
Experience:
- Management: 1 year (Required)
- Hotel: 1 year (Preferred)
Shift availability:
- Day Shift (Required)
- Night Shift (Required)
Ability to Relocate:
- Cannon Beach, OR 97110: Relocate before starting work (Required)
Work Location: In person