Hotel Operations Manager
3 weeks ago
We are seeking a highly skilled and experienced Guest Services Manager to join our team at HRI Development. As a key member of our front office team, you will be responsible for ensuring that our guests receive exceptional service and that our operational goals are met.
This is a full-time position that requires flexibility and a willingness to work weekends and holidays. If you are a motivated and guest-focused individual with a passion for delivering top-notch customer service, we encourage you to apply.
Key Responsibilities:- Develop and maintain a deep understanding of our hotel's features, services, and policies to provide accurate information to guests.
- Create and maintain a culture of exceptional guest relations throughout the front office team.
- Serve as a motivating team leader, promoting unity and teamwork, and effectively managing the front office team to exceed expectations.
- Direct and evaluate associate performance, providing training and coaching as needed.
- Review previous day's occupancy and room revenues, monitoring expenses and resolving discrepancies with the accounting department.
- Conduct pre-shift meetings with associates, monthly meetings, and trainings, reviewing daily priorities and delegating work assignments as necessary.
- Manage communications, ensuring that guest requests are acknowledged and fulfilled promptly.
- Review and approve associate timecards, including payroll reporting.
- Assist front office staff with processing check-ins and check-outs, and cover shifts as needed.
- High school graduate or equivalent.
- Previous experience in guest services preferred.
- Minimum two years' experience in a front office leadership position.
- Excellent verbal and written communication skills and phone etiquette.
- Detail-oriented with the ability to thrive in a fast-paced environment, prioritize tasks, and follow up while handling frequent arrivals and departures.
- Experience effectively resolving pressure situations and exercising good judgment.
- Demonstrated enthusiasm for customer service and creating the ultimate guest experience.
- Ability to remain stationary and standing at assigned workspace for extended periods.
Experience with Opera, HotSOS, Quore, and Hyatt is a plus.
HRI Development is an equal opportunity employer.
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