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Guest Services Operations Manager

2 months ago

St Louis, Missouri, United States Magnolia St. Louis Full time

Position Overview:

The Guest Services Operations Manager plays a pivotal role in overseeing the Guest Services, Concierge, PBX, and Uniformed Services/Transportation departments. This position is dedicated to delivering exceptional service to all guests, ensuring a welcoming and efficient experience throughout their stay while optimizing room revenue and occupancy in line with the high standards of Magnolia St. Louis.

Key Responsibilities:

  • Inspire, mentor, and guide all Front Office Staff.
  • Establish and maintain a culture of excellence in guest service among front office personnel.
  • Develop and implement comprehensive training programs for all front office staff, including Valet services when applicable.
  • Educate staff on the provision of concierge services to enhance guest experiences.
  • Create resources for front office staff to stay informed about local events and services to better assist guests.
  • Conduct management reporting, including data analysis and communication of results with actionable strategies for improvement.
  • Schedule staff based on anticipated activity levels at the front desk.
  • Train staff in effective service recovery techniques and follow up on recovery situations.
  • Perform guest service audits for front office staff, including PBX and Valet if applicable.
  • Collaborate closely with Sales on group resumes to ensure thorough understanding and seamless service delivery.
  • Work in partnership with Accounting, Housekeeping, and Engineering departments regarding front office operations.
  • Review VIP arrival reports and communicate necessary information to staff while maintaining guest confidentiality.
  • Oversee the preparation and delivery of amenity packages to guest rooms as specified in group resumes or individual reservations.
  • Ensure strict compliance with PCI Guidelines by all front office staff.
  • Manage cash handling processes in accordance with Magnolia Hotels procedures.
  • Serve as a role model for professionalism, appearance, service, and success within the hotel.
  • Perform all other duties and responsibilities inherent to the Front Office Manager role.
  • Complete additional tasks as assigned by the General Manager or Director of Operations.

Qualifications:

  • Previous experience in a Front Office Manager or Assistant Front Office Manager role is preferred.
  • Experience in developing sustainable training programs for front office staff.
  • Familiarity with cash and credit control procedures and compliance with PCI Guidelines.
  • Strong verbal and written communication skills to effectively interact with guests, vendors, and team members.
  • Excellent organizational, motivational, and interpersonal skills.
  • Proficient in critical thinking, problem-solving, and decision-making.
  • Detail-oriented with strong multi-tasking abilities.
  • Ability to adapt to change and manage risk and uncertainty with composure.
  • Skilled in building rapport and effective relationships with diverse individuals.
  • Demonstrates genuine empathy and care for others.
  • Flexibility to accommodate the demands of a 24-hour operation, including working varying schedules, holidays, and weekends.

Experience, Education, & Licensure:

  • High school diploma or equivalent is required.
  • Completion of college-level courses in Business or Hospitality is highly desirable.
  • A minimum of two years of managerial experience in the hospitality industry is required.

We offer a competitive benefits package for full-time team members, including group medical, dental, vision, life, and disability benefits, as well as an employee assistance program. Additional benefits include paid time off, participation in a 401(k) plan with company match, and potential bonuses.

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