Guest Service Manager/front Desk Manager

4 weeks ago

Baltimore, United States Sonesta Baltimore Inner Harbor Full time

Millennium Hospitality Management Group is a western Pennsylvania based management company. Our vision is to create a results-oriented leadership company with spirited, well-trained associates that provide a memorable experience for our guests and provide development growth to our associates

Millennium Hospitality is a fast growing company, and we currently manage various branded properties throughout the nation. We are looking for a strong, guest and associate focused individual looking to lead the Front Office/Guest Services team at our soon to open Sonesta Baltimore Inner Harbor

Work as a liaison with the teams/departments and guests to achieve the highest level of guest satisfaction for the property assigned. Handle the requests and transactions of the hotel guests, and coordinate with the other departments as necessary.

**ESSENTIAL FUNCTIONS**:

- Be readily available and approachable for all guests.
- Assist associates in understanding guest’s ever-changing needs and expectations and exceed them.
- Hold daily huddles and communicate GSS goal board/Budget Goal board updates.
- Take proactive approaches when dealing with guest concerns. Follow brand specific and Millennium guidelines.
- Publish all guest satisfaction results in a timely manner including all forms, comment cards and guest letters. Solicit feedback for continuous improvement.
- Always extend professionalism and courtesy to guests.
- Follow up with preventative maintenance processes to ensure all measures are completed within appropriate timelines.
- Thoroughly understand the service culture. Ensure that all members of your staff understand the same philosophy.
- Respond timely to guest complaints.
- Ensure all team members meet or exceed all hospitality requirements.
- Develop and lead Guest Care meetings, ensure they are taking place biweekly at a minimum.
- Create and build an environment that emphasizes motivation, empowerment, and teamwork.
- Set clear expectations for the team. Ensure that the team has the capabilities to meet and exceed those expectations.
- Lead by example demonstrating self-confidence, energy, and enthusiasm.
- Motivate and encourage staff to solve guest and associate concerns.
- Ensure orientation for new associates is done in a timely manner.
- Know hotels emergency plan, train, and implementation.
- Comply with all corporate accounting procedures.
- Assist in developing hotel budget and capital expenditure plans.
- Utilize budgets to understand financial objectives
- Responsible for the operations outlets of hotel. Ensuring all hotel standards are being met.
- Provide a safe work environment in compliance with OSHA/MSDS.
- Make sure that staffing levels are appropriate to exceed guest expectations.
- Understand hotels system inventory and daily selling strategies.
- Work with all departments to ensure that all services are always met with the highest quality.
- Set-up, manage and work with all team members to offer managers socials at least 2x per week.
- Stay current on local market conditions.
- Inspect and recommend at a minimum 10 rooms daily
- Ensure property-hiring practices comply with I-9, ADA and EEO requirements.
- Interview and make hiring decision.
- Promote both Guarantee of Fair Treatment and Open-Door policies.

Pay: $40,000.00 - $50,000.00 per year

Work setting:

- In-person

**Experience**:

- Hotel experience: 1 year (preferred)

Work Location: In person

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