Guest Services Manager

3 weeks ago


Baltimore, Maryland, United States Pyramid Global Hospitality Full time
Job Summary

We are seeking a highly motivated and customer-focused leader to join our Guest Services team as Guest Services Manager. The successful candidate will have a proven track record of developing a team to provide exceptional service, be open to learning and leading by example, respond in a professional and courteous manner to guests and team, and be there to support the team both personally and professionally.

Key Responsibilities
  • Oversee the Guest Services team in helping guests discover their "Wanderlust" experience
  • Involved in the Financial performance of the hotel with responsibilities to include managing the annual budget, maintaining labor costs to forecast/budget, managing spending accounts and reviewing monthly Profit & Loss reports
  • Develop and mentor a team for the Front Desk Agents, Bell Staff, Concierge
  • Ensure proper training materials are in place and used by each department. Implement coaching, career planning and recognition programs for all associates
  • Monitor room inventory, rate and plan availability and lead the team to maintain average daily rate to ensure revenue maximization forecasting occupancy
  • Lead by example to ensure all guest interactions are handled in a professional manner
  • Provide exceptional customer service by being engaging and taking sincere interest
  • Help to resolve problems and "WOW" guests through recovery when things aren't quite right
  • Works closely with the Maintenance and Housekeeping teams to communicate and coordinate the day
  • Interact with hotel/resort staff in a professional manner, assisting other departments with necessary information

About Us

At Pyramid Global Hospitality, people come first. As a company that values its employees, Pyramid Global Hospitality is dedicated to creating a supportive and inclusive work environment that fosters diversity, growth, development, and wellbeing. Our commitment to a People First culture is reflected in our approach to employee development, employee benefits and our dedication to building meaningful relationships. Pyramid Global Hospitality offers a range of employment benefits, including comprehensive health insurance, retirement plans, and paid time off, as well as unique perks such as on-site wellness programs, local discounts, and employee rates on hotel stays. In addition, Pyramid Global Hospitality is committed to providing ongoing training and development opportunities to help our people build the skills and knowledge they need to advance their careers. Whether you are just starting out in the hospitality industry or are a seasoned professional, Pyramid Global Hospitality offers a supportive and collaborative work environment that encourages growth and fosters success, in over 230 properties worldwide.

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