Guest Services Manager

1 week ago

Lewiston, Maine, United States Colwen Hotels Full time
Position Overview:
Colwen Hotels is in search of a dedicated and personable Front Desk Supervisor to oversee our Front Desk and Night Audit teams. This role is pivotal in ensuring both guest and associate satisfaction through effective management and support.

Key Responsibilities:
  • Oversee daily operations of the Front Office, ensuring compliance with Colwen Hotels and brand standards while consistently meeting guest expectations.
  • Assist in the recruitment and performance evaluation of Front Office Associates.
  • Manage check-in and check-out processes, verify billing, create reservations, and accommodate special requests.
  • Provide guests with information about hotel amenities and local attractions.
  • Foster open communication and collaborative relationships with team members and management.
  • Address and resolve guest complaints regarding service or accommodations promptly.
  • Ensure adherence to credit and handling policies, analyzing variances and monitoring daily house counts.
  • Review budgets and payroll records, ensuring financial transactions are appropriate.
  • Conduct ongoing assessments of processes for continuous improvement.
  • Support and coach the Front Office Team in managing occupancy, guest service, and expenses.
  • Identify service trends and implement creative solutions to enhance guest satisfaction.
  • Balance cost management with exceptional guest service and associate morale.
  • Maintain strict key control and uphold safety and security standards.
  • Ensure compliance with company policies and relevant labor laws.
  • Perform additional duties as necessary to meet business needs.
Qualifications:
  • 2-3 years of experience in Hotel Front Office operations.
  • Associate degree or equivalent experience in hospitality.
  • Previous experience with recognized hotel brands is highly desirable.
  • Strong leadership and interpersonal skills.
  • Exceptional customer service abilities.
  • Reliable, with the capacity to multitask and work under pressure.
  • Excellent verbal and written communication skills.
  • Intermediate to advanced proficiency in computer applications.
  • Familiarity with standard software programs.
  • Willingness to work flexible hours, including nights, weekends, and holidays.
Benefits & Perks:
  • Comprehensive Medical Insurance with Company-Funded HRA.
  • Dental and Vision Insurance.
  • Flexible Spending Accounts.
  • Diverse Supplemental Insurance Options.
  • Paid Time Off Programs.
  • Employee Assistance Program.
  • 401K Plan with Employer Match.
  • Hotel Discount Travel Program for Employees and Family.
  • Exclusive Discounts on Travel, Entertainment, and Retail.
  • Training and Development Opportunities.
  • Career Advancement Potential.
Colwen Hotels is committed to providing equal employment opportunities.

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