Guest Services Manager

2 weeks ago

Lewiston, Maine, United States Colwen Hotels Full time
Position Overview:
Hampton Inn Lewiston-Auburn, a Colwen Hotels Property, is in search of a dedicated and personable Front Desk Supervisor. This role is essential in overseeing the Front Desk and Night Audit teams, with a strong emphasis on ensuring satisfaction for both guests and team members.

About Colwen Hotels:
Colwen Hotels is a vibrant and expanding hospitality company, recognized for its impressive collection of award-winning hotels. Our organization thrives on dedication, integrity, and authenticity. We empower our team members to innovate and implement forward-thinking ideas that enhance guest experiences. With a portfolio of 40 hotels across 10 states, we are committed to staying ahead in the hospitality industry.

Key Responsibilities:
  • Assist in managing daily Front Office operations to ensure compliance with Colwen Hotels and brand standards, consistently exceeding guest expectations.
  • Participate in the recruitment and performance management of Front Office Associates.
  • Handle check-in and check-out processes, verify billing, manage reservations, and accommodate special requests.
  • Provide guests with insights about hotel amenities and local attractions.
  • Foster collaborative relationships with direct reports and management throughout the property.
  • Address and resolve service-related complaints promptly.
  • Ensure adherence to credit and cash handling policies; monitor daily house counts and analyze variances.
  • Review budgets and payroll records, ensuring accuracy in financial transactions.
  • Conduct ongoing evaluations of processes for continuous improvement.
  • Guide and support the Front Office Team in managing occupancy, guest services, and controllable expenses.
  • Identify service trends and implement creative solutions to enhance guest satisfaction.
  • Balance cost management with exceptional guest service and associate satisfaction.
  • Maintain strict key control and uphold safety and security standards.
  • Ensure compliance with Colwen Hotels policies and applicable 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 abilities.
  • Exceptional interpersonal and customer service skills.
  • Reliable, with the capability to multitask and perform under pressure.
  • Excellent verbal and written communication skills.
  • Intermediate to advanced proficiency in computer applications.
  • Familiarity with common software programs.
  • Availability to work varied hours, including nights, weekends, and holidays.
Benefits and 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 an equal opportunity employer. EEO M/F/D/V

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