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Front Office Guest Services Manager

2 months ago

Wilmington, United States Hampton Inn Wilmington Full time
Job DescriptionJob Description

Front Office / Guest Services Manager

Our Culture:

We are a highly entrepreneurial company limited only by our imagination. Diversity and teamwork are major aspects of our culture. Our property associates are a highly team-focused group bringing out the uniqueness of each associate to provide great products and services. Success comes to those who continuously seek opportunities to learn and pass on new knowledge. We always strive to be better, never bored, and never complacent. Our teams thrive on hard work, inclusivity, and producing outstanding experiences. We endeavor to make our fellow associates feel comfortable and entrepreneurial so that they can engage unhindered. Finally, giving back to the community is also vital to our culture. Our properties live by the philosophy that they are an important part of their communities and look for ways to partner in the local community to make a difference.

Job Description:

Front Office / Guest Services Manager oversees the Front Office Team which is the main connection between the Guest, the hotel, and the various hotel departments. A Front Office Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards. The person in this position must be able to roll their sleeves up and assist our teams when needed, living our “ONE TEAM. ONE VISION.” philosophy. This person must also provide innovative ways that align with our mission to be the best, most respected hotel company in America.

The job is simple:

Focus on ways to promote and engage in internal growth programs.

Continuously exemplify and live by our Culture.

Meet/exceed our company goals and three metrics.

  • Able to be a guide for all associates on the expectations and processes to run and maintain and effective front desk / guest services operations
  • Complete all required training
  • Adhere to all standard operating procedures and property specific brand standards
  • Perform any other duties as requested by management to aid in better operation of the hotel and service to the guests
  • Provide personalized, friendly service to every guest and associate 
  • Oversee the Front Office and maintains a high standard
  • Monitor and evaluate guest satisfaction
  • Recognize regular and VIP Guests promoting Brand loyalty program
  • Maximize room occupancy at best rates
  • Promote other services and facilities of the hotel through up-selling techniques
  • Set departmental objectives and work schedules
  • Recruit, manage, and train, Front Office Team
  • Assist with other departments when necessary
  • Comply with hotel security, fire regulations, and all health/safety regulations and legislation
  • Have knowledge of all hotel systems including phone PBX system, key system, PMS systems, and company programs
  • Have knowledge of surrounding area

Necessary Skills:

  • Keep confidential the business functions of the company including, but not limited to, financial status, customer/guest information, employee issues, etc.
  • Must be responsible for security of guests, fellow employees and hotel assets
  • Have knowledge of fire alarm system and evacuation procedures
  • Able to report to scheduled shifts
  • Able to communicate effectively in writing, by telephone and in person
  • Able to work a flexible schedule
  • Is organized, honest, and works well with others
  • Maintain a clean and attractive work area, uniform, and person Has the highest degree of integrity and is humble, living by the Golden Rule
  • Able to work with people from diverse cultures and backgrounds
  • Values of dedication, innovation, showing respect, being driven by excellence, being community-focused, and having a spirit of service.
  • Be able to bend, reach, kneel, push, and stretch and lift and/or carry up to 25 pounds
  • Can perform work for 8 hours and work in a restrictive space/environment.
  • Must have eyesight enabling vision both near and far
  • Must be able to use/lift arms for up to 8 hours
  • Must be able to handle escalated issues within the brand and company guidelines and is able to deescalate any issues to ensure guest satisfaction and company values are demonstrated
  • Have finger dexterity for operating equipment
  • Must speak in a clear, understandable voice, hear at a basic level, and understand English
  • Must be able to write

Vision Hospitality Group is an equal opportunity/AA/Disability/Veteran employer. As an Equal Opportunity Employer, Vision Hospitality Group celebrates diversity and is committed to creating an equitable and inclusive environment and a sense of belonging for all associates. We do not discriminate and believe everybody should be proud of who they are, represent their culture and heritage, and live by the Golden Rule.