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Guest Services Manager

2 months ago

Spartanburg South Carolina, United States Spartanburg Marriott Full time

About Us:
At Spartanburg Marriott, we prioritize our people.

As an organization that values its workforce, we are committed to fostering a supportive and inclusive atmosphere that promotes diversity, growth, and well-being.

Our dedication to a People First culture is evident in our employee development initiatives, comprehensive benefits, and our focus on building meaningful relationships.

We offer a variety of employment perks, including extensive health coverage, retirement savings plans, and paid leave, alongside unique advantages such as on-site wellness activities, local discounts, and special rates for hotel accommodations.

Moreover, we are devoted to providing continuous training and development opportunities to empower our team members with the skills and knowledge necessary for career advancement.

Whether you are new to the hospitality sector or a seasoned expert, Spartanburg Marriott provides a collaborative and encouraging work environment that nurtures growth and success across our numerous properties.

Join our team and discover the advantages of working for a company that truly values its employees and is dedicated to delivering exceptional guest experiences.



Location Overview:
At Spartanburg Marriott, we take pride in being a top employer in the region.

What distinguishes us? Our culture, comprehensive benefits, including a 401k plan with company matching, and attractive bonus structures, to name a few.

We seek talented individuals who possess a genuine passion for service. Our Core Values emphasize personal growth, teamwork, and a commitment to helping others succeed.

We believe that every team member plays a vital role in delivering outstanding service and creating memorable experiences for our guests.

Discover what a career with Spartanburg Marriott can mean for you.



Position Summary:
We are in search of a highly motivated individual to join our Front Desk team as a Guest Services Manager.

The ideal candidate will have a proven track record of teamwork, a willingness to learn, and the ability to lead by example. They will respond professionally and courteously to both guests and team members, providing support on both personal and professional levels.


If you have a background in customer service, enjoy engaging with diverse individuals, and strive to create memorable connections, we want to hear from you. This is an excellent opportunity for a driven individual to advance their career in hospitality within a world-class establishment.


Your Responsibilities:
- Assist guests in discovering their ideal experiences

- Deliver exceptional customer service by engaging with guests and showing genuine interest

- Manage guest check-ins, ensuring proper credit is processed, special requests are acknowledged and fulfilled, and accurate information is recorded

- Address and resolve issues, striving to exceed guest expectations during recovery situations

- Oversee daily operations to ensure all team members comply with standard procedures

- Conduct pre-assignment of hotel rooms, including VIPs, repeat guests, and special requests

- Collaborate closely with Maintenance and Housekeeping teams to coordinate daily operations

- Train and guide front desk team members, addressing any issues and providing coaching as needed

- Maintain inventory for the Sundries shop and order supplies as necessary

- Train new Front Desk Agents to ensure exceptional customer service

- Promote and sell special hotel programs

- Interact professionally with hotel staff, assisting other departments with necessary information

- Be knowledgeable about all emergency procedures and policies

- Manage the house bank

- Communicate all relevant information to the manager on duty

- Follow established procedures for posting charges, cashing checks, and processing refunds

- Assist other departments as required

Qualifications:
Previous experience in a hotel front desk role is required.

Availability to work weekdays, weekends, and holidays during designated shifts is essential.