Guest Experience Leader

4 weeks ago

Columbia, South Carolina, United States Springhill Suites Columbia near Fort Jackson in Columbia, South Full time
Job Summary

We are seeking a highly skilled and experienced Front Office Manager to join our team at Springhill Suites Columbia near Fort Jackson in Columbia, South Carolina. As a key member of our hotel's management team, you will be responsible for overseeing all Front Office Operations to ensure profitability, control costs, and maintain quality standards to deliver exceptional guest satisfaction.

Key Responsibilities
  • Guest Service Excellence: Maintain the highest standards of guest service, ensuring that every guest feels valued and cared for throughout their stay.
  • Team Leadership: Manage and motivate a team of Front Office personnel, providing daily supervision, training, and guidance to ensure they meet service and productivity standards.
  • Complaint Resolution: Receive and resolve all departmental guest complaints in a timely and professional manner, adhering to company guidelines.
  • Operations Management: Check and control room reservations, Front Office systems, supplies inventory, scheduling, forecasting, and department budget to maximize revenue and optimize operations.
  • Communication: Communicate effectively with guests and employees, both verbally and in writing, to answer questions, provide clear direction, and disseminate pertinent information.
  • Marketing and Promotion: Implement and monitor all corporate marketing programs, including loyalty programs, to drive revenue and enhance guest engagement.
  • Meetings and Reporting: Organize, conduct, and attend meetings to obtain and disseminate pertinent information, and prepare financial reports to track performance and identify areas for improvement.
Requirements
  • Education: High School diploma or equivalent.
  • Experience: Experience with hotel management systems, including Marriott, Hilton, IHG, Wyndham, or Hyatt processes and standards.
  • Skills: Ability to perform room inspections, assist with check-in/check-out, and participate in Manager on Duty programs. Proficient in computer systems, mathematical comprehension, and effective communication skills.
  • Personal Qualities: Passionate about people and service, with strong communication skills, problem-solving abilities, and a flexible schedule to meet the needs of the hotel.
Benefits
  • Team-Driven Culture: Join a values-based team that prioritizes guest satisfaction and employee growth.
  • Competitive Compensation: Enjoy a competitive salary and benefits package, including medical, dental, and vision coverage.
  • Career Growth Opportunities: Develop your skills and advance your career in a dynamic and supportive environment.
  • Employee Perks: Enjoy reduced room rates, third-party perks, and access to employee assistance programs.

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