Guest Services Manager

2 weeks ago


Flagstaff, Arizona, United States SWHM Southwest Hospitality Management Inc. Full time

Position Overview:

The Front Office Operations Leader is responsible for guiding and supporting all front desk staff, ensuring the effective execution of front office responsibilities in line with the hotel’s policies and procedures.

Key Responsibilities:

Oversee and evaluate the performance of all personnel within the Front Office department, ensuring compliance with excellence standards and the employee handbook.

Maintain a consistently professional and service-oriented atmosphere.

Act as the hotel manager on duty, addressing guest complaints, resolving issues, and managing special requests as they arise.

Collaborate with the team to forecast and manage rates to optimize hotel revenue. Ensure staff is adequately trained on all necessary functions within the Property Management System and Brand Portals. Manage requirements related to Guest Rewards and Loyalty programs, and coordinate with Sales to ensure proper management of Group Rooms.

Work closely with the Housekeeping and Maintenance Departments to enhance guest services and promote effective interdepartmental communication.

Coordinate daily operations with the hotel management team.

Maintain accurate records, documenting all training activities in personnel files for the department.

Monitor staff performance against established plans.

Train and supervise Front Office personnel on all marketing and sales initiatives.

Review daily reports and rectify any discrepancies.

Stay updated on brand standards, new procedures, and required training.

Ensure that all staff are fully trained in emergency protocols.

Be prepared to cover shifts as necessary.

Manage inventory of Front Office and stationary supplies.

Business attire is mandatory at all times, including a name badge.

Perform any additional tasks or responsibilities as assigned by the hotel management.

Physical, Mental, and Environmental Requirements:

Must be capable of performing job functions with attention to detail, efficiency, and under time constraints.

Must be able to lift, push, and pull weights and carry items up to 20 lbs.

Must be able to bend, reach, kneel, twist, and grip items while working in guest areas.

Ability to stand for extended periods (up to 9 hours).

Follow instructions meticulously and work with minimal supervision.

Qualifications and Experience:

Bachelor's degree or equivalent in Hotel Management or Business Administration.

A minimum of 1 year of experience in Front Office or Guest Services, including supervisory experience.

High School Diploma or GED is required.

Exceptional Customer Service skills.

Proficient in written and verbal communication in English.

Able to organize, plan ahead, and manage workload effectively.

Work collaboratively with colleagues as part of a cohesive team.

Ability to thrive in a fast-paced environment.

Proficient in Microsoft Office applications.



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