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Guest Services Manager
2 months ago
Colwen Hotels, a leader in the hospitality industry, is on the lookout for a dedicated and personable Guest Services Manager to enhance our team. This role will oversee the front desk and night audit operations, ensuring exceptional satisfaction for both guests and team members. Ideal candidates will possess prior experience in a Hilton front desk environment, a strong commitment to customer service, and the capability to mentor and develop our staff.
Key Responsibilities:
- Support the daily management of Front Office operations, ensuring compliance with Colwen Hotels and brand standards while consistently exceeding guest expectations.
- Assist in the recruitment and effective supervision of front office personnel.
- Manage check-in and check-out processes, verify billing, create reservations, and accommodate special requests.
- Provide guests with comprehensive knowledge of hotel amenities and local attractions.
- Foster open and collaborative relationships with team members and management across the hotel.
- 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 evaluations of processes for continuous improvement and efficiency.
- Guide and support the front office team in managing occupancy, guest service, and controllable expenses.
- Identify service trends and implement creative solutions to enhance guest satisfaction.
- Balance cost control measures with outstanding guest service and associate satisfaction.
- Maintain strict key control and uphold safety and security standards.
- Ensure compliance with Colwen Hotels policies and Federal & State Labor laws.
- Perform additional duties as required to meet business needs.
- Two-year college degree or equivalent experience in hospitality.
- Prior experience with recognized brands is highly preferred.
- Strong leadership skills with a focus on team development.
- Exceptional interpersonal and customer service abilities.
- Dependable with the ability to manage multiple tasks 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.
- Comprehensive Medical Insurance with Company-Funded HRA.
- Dental and Vision Insurance.
- Flexible Spending Accounts.
- A variety of Supplemental Insurance Options.
- Paid Time Off Programs.
- Employee Assistance Program.
- 401K Plan with Traditional & Roth Options and Employer Match.
- Hotel Discount Travel Program for Employees and Family.
- Exclusive Discounts on Travel, Entertainment, and Retail.
- Training and Development Opportunities.
- Career Advancement Prospects.
