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Hotel Guest Services Manager

3 months ago

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

Job Summary: The Guest Services Manager is responsible for collecting, organizing, and distributing critical guest feedback to our Showboat team. The manager will take steps to respond to guest comments, both positive and constructive. The Guest Service Manager will act as a liaison between the Front Desk, Housekeeping and Facilities to ensure open and active communication that results in a seamless experience for all of our guests, with a focus on VIP and Group Sales coordination. This role ensures that all guests receive outstanding service and that their needs are met promptly and efficiently. The Guest Services Manager will also lead, train, and motivate team members to better understand Showboat steps of service, to deliver a high standard of hospitality, and to create a welcoming and memorable environment for our guests.

Key Responsibilities:

Guest Service Management:

  • Coordinate with Front Desk, Housekeeping & Facilities to ensure all rooms are prepared to exceed guest expectations.
  • Manage guest feedback through available social media channels including collection, organization, and distribution.
  • Work with all department leaders to take corrective action based on feedback from our guests.
  • Where and when appropriate respond to all guest inquiries, and requests promptly and professionally.
  • Assist with the guest check-in and check-out processes, ensuring a smooth and efficient experience.
  • Take on additional projects as assigned.
  • Team Leadership:
  • Recruit, train, and supervise guest services staff, including front desk agents and concierge.
  • Develop, train and audit steps of service for Front Desk team members.
  • 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:
  • Coordinate with other managers to oversee daily operations of the Front Desk and Housekeeping 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.
  • Ensure accurate and timely record-keeping and billing processes