Guest Services Manager

2 weeks ago

Charlotte, United States Hilton Charlotte University Place Full time
Job DescriptionJob Description

Under limited supervision, the Guest Services Manager works closely with the Assistant General Manager to oversee the Front Desk staff, ensuring maximum Front Office operating efficiency. Must be able to manage and problem-solve associate and guest issues while remaining professional at all times. The Guest Service Manager is responsible for all duties of the front desk operation which includes: staff training, inter-department communications, and staff scheduling. The GSM usually works a regularly scheduled front desk shift and must be available to work any shift as needed. The Guest Service Manager should possess strong communication skills and demonstrate leadership abilities. This position requires a flexible schedule including mornings, evenings, and overnight to be covered.

Responsibilities:
  • Provides oversight to the Front Office operation to maintain high standards.
  • Evaluates level of Guest satisfaction and monitor trends with a focus on continuous improvement.
  • Ensures that all guests are recognized and that the Front Office department operates with a sales attitude and promotes the hotel brand's loyalty program.
  • Maximizes room occupancy at best rates and uses up-selling techniques to promote hotel services and facilities.
  • Sets departmental objectives, work schedules, and procedures.
  • Monitors the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork.
  • Uses the correct procedures regarding the acceptance of currencies, credit cards, and cash in accordance with hotel credit policy.
  • Trains Team Members on up-to-date knowledge of hotel products, services, pricing, and policies as well as knowledge of the local area.
  • Maintains good communication and working relationships with all hotel departments.
  • Monitors and maintains staffing levels to meet business needs. Maintains an active approach when recruiting, consistently reviewing applications, scheduling interviews, and ensuring coverage.
  • Manages staff performance issues in compliance with company policies and procedures.
  • Complies with hotel security, fire regulations, and all health and safety legislation.
  • Acts in accordance with policies and procedures when working with front-of-house equipment and property management systems.
  • Serves as Manager On Duty when scheduled.
  • Performs other duties as required within the scope of responsibility.


Qualifications:


  • Education and/or Experience: Associate's degree is required. Bachelor's degree preferred. Must have minimum of 3 years experience in the hotel industry - specifically sales or front desk. Previous supervisory experience is recommended. Ability to manage priorities and be able to adapt to meet the diverse needs of our guests.
  • License/Certification: A valid driver's license is required.
  • Computer Skills: Proficient in Microsoft Word and Excel. OnQ certified a plus.











About Company

Our lakeside hotel is off I-85, a half-mile from The University of North Carolina at Charlotte and steps from The Shoppes at University Place. PNC Music Pavilion and the Charlotte Motor Speedway are 10 minutes away. Features include a seasonal outdoor pool, patio seating with fire pits, a café serving Starbucks coffee, an on-site restaurant/bar, 20,000 square feet of meeting/event space, a 24-hour fitness center, and walking trails.

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