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Hotel Guest Services Manager

3 months ago

Atlantic City, United States Showboat Hotel & Island Waterpark Full time
Job DescriptionJob Description

Job Summary: The Guest Services Manager is responsible for overseeing the daily operations of the front desk. This role ensures that all guests receive outstanding service and that their needs are met promptly and efficiently. The Guest Services Manager will lead, train, and motivate the guest services team to deliver a high standard of hospitality, creating a welcoming and memorable environment for our guests.

Key Responsibilities:

Guest Service Management:

  • Ensure high standards of guest service are always maintained.
  • Handle guest complaints, inquiries, and requests promptly and professionally.
  • Oversee guest check-in and check-out processes, ensuring a smooth and efficient experience.
  • Monitor guest feedback and implement strategies for continuous improvement.

Team Leadership:

  • Recruit, train, and supervise guest services staff, including front desk agents and concierge.
  • Conduct regular performance evaluations and provide constructive feedback.
  • Foster a positive and collaborative team environment.
  • Develop and implement training programs to enhance team skills and knowledge.

Operational Oversight:

  • Manage daily operations of the front desk, concierge, and guest services departments.
  • Ensure compliance with hotel policies, procedures, and standards.
  • Oversee scheduling, payroll, and budget management for the guest services department.
  • Coordinate with other departments to ensure seamless service delivery.

Guest Relations:

  • Build strong relationships with guests, understanding their needs and preferences.
  • Anticipate and address guest needs and potential issues proactively.
  • Maintain a visible presence in the lobby and public areas to interact with guests.
  • Organize and participate in special guest events and activities.

Administrative Duties:

  • Prepare and analyze reports related to guest services performance and satisfaction.
  • Monitor inventory and ordering of supplies for the front desk and concierge.
  • Ensure accurate and timely record-keeping and billing processes.
  • Assist in the development and implementation of marketing and promotional activities.

Qualifications:

  • Bachelor's degree in Hospitality Management, Business Administration, or a related field preferred.
  • Minimum of 3-5 years of experience in a guest services or front desk supervisory role in a hotel or resort setting.
  • Strong leadership and team management skills.
  • Excellent communication and interpersonal skills.
  • Exceptional problem-solving abilities and conflict resolution skills.
  • Proficiency in hotel management software (e.g., Opera, Fidelio) and Microsoft Office Suite.
  • Ability to work flexible hours, including nights, weekends, and holidays.