Head of Guest Services
2 weeks ago
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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