Guest Services Manager
2 weeks ago
Position Overview:
Guest Services Manager
Oversee the operations of the front desk to ensure adherence to established guest service, quality, and sustainability standards.
Your Career Path:
Assistant Front Office Manager > Front Office Manager > Assistant General Manager
Your Responsibilities:
Conduct interviews, select, train, schedule, mentor, and support team members, ensuring compliance with established brand or hotel standards and alignment with core values.
Address guest complaints and concerns by thoroughly investigating situations and determining the most effective resolutions.Monitor guest satisfaction scores and strive to enhance departmental and overall guest satisfaction.
Engage in lobby ambassador activities and other initiatives aimed at fostering individual guest interactions, thereby cultivating relationships that encourage repeat visits.
Supervise front office operations in the absence of the Front Office Manager or Assistant General Manager.Execute bookkeeping tasks such as account balancing and conducting audits.
Manage reservations and confirmations.
Promote brand-specific marketing initiatives.
Welcome guests upon arrival; register and assign them to their accommodations.
Provide welcome packets containing room keys, certificates, coupons, and refreshment center keys as necessary.
Calculate bills, collect payments, handle cash transactions, and provide change to guests.
Close guest accounts at checkout; in case of dissatisfaction, negotiate compromises, which may include authorizing revenue allowances.
Develop specific, measurable, achievable, realistic, and timely action plans to address guest service deficiencies.
Ensure that the hotel entrance, reception area, and other public spaces are maintained to high standards of cleanliness and appearance.
Adhere to sustainability guidelines and practices related to the EarthView program.
Practice safe work habits, utilize protective safety equipment, and comply with MSDS and OSHA standards.
Perform additional duties as assigned by management.
Your Qualifications:
Associates or Bachelor's degree preferred.
1 to 3 years of relevant experience.
Work Environment:
Work schedule may vary and could include shifts on holidays and weekends.
Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending, reaching, stooping, kneeling, or crouching.
Our Core Values:
People Are Our Capability > Hearts That Serve > Only Excellence > Stay Nimble - Own It
About Us: Plazahotelelpaso is committed to being an equal-opportunity employer.
We do not discriminate based on race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status, or any other group protected by law.
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