Guest Services Manager

2 weeks ago

Portland, Oregon, United States Sage Hospitality Group Full time

Job Overview

Respond professionally and courteously to guests by providing accurate information. Supervise Guest Services personnel to ensure guest satisfaction and financial success.

Responsibilities

  • Complete check-in and check-out procedures efficiently for guest satisfaction.
  • Handle cash transactions accurately and maintain hotel records.
  • Answer inquiries and make reservations using upselling techniques.
  • Stay informed about events and activities to assist guests effectively.
  • Operate PBX equipment and provide timely guest service.
  • Maintain a friendly attitude at all times.
  • Assist in performance evaluations and discipline as needed.
  • Coordinate guest services and transportation.
  • Recommend local attractions and restaurants to enhance guest satisfaction.
  • Assist with various tasks such as laundry delivery and luggage storage.
  • Ensure inventory control and minimize unnecessary expenses.
  • Handle guest complaints promptly and professionally.
  • Implement emergency procedures for guest and staff safety.
  • Provide schedules for Front Office Associates.
  • Ensure all staff are well-trained on hotel procedures and systems.
  • Offer motivation to the department for optimal performance.
  • Assist other departments for overall hotel performance.
  • Ensure representation at Safety Committee Meetings.
  • Participate in Hotel MOD program.
  • Perform any other duties as assigned by management.

Qualifications

Education/Formal Training

High School diploma or equivalent

Experience

Minimum two years experience as a front desk supervisor or four years in hotel front office.

Knowledge/Skills

  • Understanding of hotel front office procedures.
  • Working knowledge of guest services and hotel operations.
  • Experience in public interactions and customer service.
  • Fluency in oral and written English.
  • Organized and detail-oriented with excellent communication skills.
  • Ability to handle various customer service situations tactfully.
  • Excellent comprehension and literacy skills.

Physical Demands

  • Ability to read written communication and use a computer.
  • Operate computer, calculator, and telephone keyboards.
  • Process verbal and written instructions efficiently.
  • Standing for 90% of the shift, occasional bending and kneeling.
  • Must be mobile to assist clients throughout the hotel.

Environment

Work indoors at a thermostatically controlled workstation.

Benefits

  • Medical, dental, & vision insurance
  • Health savings and flexible spending accounts
  • Basic Life and AD&D insurance
  • Paid time off for vacation, sick time, and holidays
  • Eligible for the Company's 401(k) program
  • Employee Assistance Program
  • Tuition Reimbursement
  • Great discounts on Hotels, Restaurants, and more.

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