Head of Guest Services

2 weeks ago


Marquette, Michigan, United States Base Hospitality Group Full time
Job Overview

The Head of Guest Services is responsible for overseeing all facets of the guest journey, from the initial online engagement to the follow-up interactions after their stay. This role is pivotal in ensuring that every guest's experience at Base Hospitality Group is exceptional. Responsibilities include managing the check-in process, enhancing the overall ambiance of the hotel, and ensuring that all amenities meet guest expectations.

Key Responsibilities

  • Lead and train Front Desk personnel with a focus on exemplary service and sales techniques.
  • Support the sales team for group bookings and coordinate with relevant departments for events and catering.
  • Understand pricing strategies and manage rate adjustments effectively.
  • Oversee the Central Reservation System to optimize guest bookings.
  • Establish and nurture relationships with key corporate clients.
  • Manage the rental and activity programs, including pontoons, kayaks, and bicycles.
  • Utilize available resources to ensure best practices are followed in guest services.
  • Guarantee that guest-facing staff maintain high standards of service and comfort.
  • Address personnel matters promptly and in line with company policies.
  • Foster positive guest relations and embody the ethos of Base Hospitality Group through our team.
  • Manage front desk and restaurant operations in accordance with the annual budget.
  • Ensure compliance with all relevant policies, procedures, and laws.
  • Effectively communicate company strategies and values to all levels of staff.
  • Inspire and empower teams to deliver outstanding service.
  • Resolve issues as they arise and maintain a harmonious work environment.
  • Support the professional development of team members.
  • Ensure adherence to operational budgets and schedules.

Qualifications

  • Ability to maintain composure and demonstrate sound judgment in high-pressure situations.
  • Strong delegation and prioritization skills.
  • Dependable and capable of managing diverse situations.
  • Excellent organizational and verbal communication skills.
  • Ability to tactfully resolve conflicts.

Reporting Structure
The Head of Guest Services reports directly to the Senior Leadership Team at Base Hospitality Group.

The direct reports for this position include:

  • Central Reservations Team
  • Assistant General Managers
  • Front Desk Managers/Supervisors
  • Guest Experience Specialists


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