Guest Services Manager

3 weeks ago

Wilmette, United States Marriott Full time

Our Guest Services Manager oversees the department that ensures our guests receive a friendly and sincere welcome. The Guest Services Manager is the leader at the front desk and back office. They inspire their employees. They engage with guests. All while running an efficient department to provide our guests attentive, courteous and efficient service prior to arrival and throughout their stay.

**This job might be for you if you**:

- Are an active leader in all aspects of the front desk.
- Are competent and will work with the staff and routinely check in/check-out guests, answer phones, take reservations and assist staff by providing a positive influence.
- Know how to hire and train outstanding team members who will deliver WOW service to all guests.
- Have the ability to not only supervise the front desk staff but mentor and motivate them as well.
- Will respond quickly and courteously to guests’ questions and requests in a friendly and efficient manner.
- Are capable of scheduling the front desk staff in accordance with occupancy forecasts.
- Are strong at up-selling rooms where possible to maximize hotel revenue.
- Know how to accurately process cash and credit card transactions.
- Have demonstrated the ability to work well in stressful, high pressure situations.
- Are effective in listening and successfully handling guest and employee situations.

**If you’re good at**:

- Supervising and creating a welcoming work place where employees can perform to the best of their ability.
- Listening to customers’ comments and suggestions.
- Being energetic, enthusiastic, and highly motivated.
- Promoting teamwork and quality service between departments.

**We need someone who**:

- Has knowledge of front desk policies and procedures.
- Is able to work a flexible schedule including weekends and holidays.
- Has good communication skills and relays clear messages.
- Communicates a welcome message to guests and hotel employees.

Work setting:

- In-person

Ability to Relocate:

- Wilmette, IL: Relocate before starting work (required)

Work Location: In person

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