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Guest Services Manager

2 months ago

Lake Forest, California, United States Homewood Suites & Hampton Irvine Full time
Job Overview

Homewood Suites & Hampton Irvine is on the lookout for a committed and skilled Guest Services Manager to enhance our team. The successful candidate will exemplify leadership within our front desk team, ensuring that every visitor enjoys outstanding service from their arrival to their departure. As a Guest Services Manager, you will be instrumental in the everyday functioning of our front desk, overseeing the team, addressing guest concerns, and guaranteeing that our service standards are consistently met.

Primary Responsibilities:

  • Team Leadership: Guide, mentor, and train front desk personnel to ensure efficient front desk operations. Organize shifts, manage workloads, and maintain appropriate staffing levels.
  • Guest Interaction: Address guest inquiries, complaints, and requests in a courteous and timely manner. Act as the main contact for escalated issues and ensure swift resolution.
  • Operational Oversight: Manage the daily activities of the front desk, including check-in/check-out processes, reservations, room assignments, and accurate handling of guest payments.
  • Effective Communication: Foster strong communication with other hotel departments to provide a seamless guest experience. Collaborate with housekeeping, maintenance, and other teams as necessary.
  • Reporting Duties: Generate and maintain reports related to front desk operations, including occupancy rates, revenue, and guest satisfaction metrics. Assist in developing and implementing standard operating procedures (SOPs).
  • Technology Proficiency: Ensure adeptness in using property management systems (PMS) and other relevant software. Troubleshoot system issues and provide necessary training to staff.
  • Regulatory Compliance: Ensure adherence to all hotel policies, procedures, and safety regulations. Stay informed about local, state, and federal regulations affecting front desk operations.

Qualifications:

  • Experience: A minimum of 2-3 years in a front desk position within the hospitality sector, with at least 1 year in a supervisory or leadership role.
  • Education: High school diploma or equivalent required; a degree in hospitality management or a related field is preferred.
  • Skills: Strong leadership and interpersonal abilities, with the capacity to inspire and develop team members. Excellent communication, problem-solving, and organizational skills.
  • Technical Skills: Proficiency in property management systems (PMS) and Microsoft Office Suite. Familiarity with specific PMS used by the hotel is advantageous.
  • Customer Service Orientation: A dedication to providing exceptional customer service and a commitment to surpassing guest expectations.

Work Environment:

  • Schedule: This role requires flexibility, including the ability to work weekends, holidays, and varying shifts as necessary.
  • Physical Requirements: Ability to stand for extended periods, lift luggage up to 30 lbs, and perform other physical tasks associated with front desk operations.

Benefits:

  • Competitive salary and opportunities for advancement within the organization
  • Health, dental, and vision insurance
  • Paid time off and holiday compensation
  • Employee discounts with Hilton Worldwide

Application Process:

Interested candidates are encouraged to submit their resumes and cover letters detailing their qualifications and experience.

Homewood Suites & Hampton Irvine is an equal-opportunity employer. We celebrate diversity and are committed to fostering an inclusive environment for all employees.