Guest Services Manager

1 week ago

Burlington, Massachusetts, United States Pyramid Global Hospitality Full time
Company Overview

Pyramid Global Hospitality prioritizes its workforce, fostering a culture that emphasizes inclusivity, growth, and employee wellbeing. Our commitment to a People First philosophy is evident in our employee development initiatives, comprehensive benefits, and the meaningful relationships we cultivate. We offer a variety of employment perks, including extensive health coverage, retirement savings plans, and paid leave, alongside unique advantages such as wellness programs and discounts. Our dedication to continuous training and professional development ensures that all team members, whether new to the hospitality sector or seasoned experts, have the resources to thrive in their careers. Join us and discover the advantages of being part of a company that values its employees and is dedicated to delivering outstanding guest experiences.

Position Summary

The Guest Services Manager plays a pivotal role in leading the Front Office team, ensuring that exceptional customer service is consistently provided.

The Guest Services Manager will:
  • Effectively communicate both verbally and in writing to provide clear guidance to team members. Adjust staffing levels based on lobby activity and guest needs.
  • Welcome guests warmly and efficiently manage the check-in process, ensuring accurate data entry and confirmation of essential details.
  • Assign rooms based on guest preferences and requirements.
  • Maintain a presence in the front office area, requiring mobility and engagement with guests.
  • Handle financial transactions, ensuring accuracy in cash handling and balancing of assigned funds.
  • Process various forms of payment, including vouchers and foreign currency, adhering to current exchange rates.
  • Perform basic arithmetic calculations with precision.
  • Post charges to guest accounts using the property management system.
  • Answer phone calls promptly, using clear and positive communication.
  • Manage guest messages and retrieve mail and packages as requested.
  • Exhibit calmness and composure during busy periods or emergencies, serving as a role model for the Front Office team.
  • Address and resolve guest concerns by conducting thorough investigations and implementing effective solutions.
  • Make informed decisions and take appropriate actions based on experience and sound judgment, adapting procedures as necessary.
  • Authorize adjustments to guest accounts to resolve issues after exploring alternative solutions.
Qualifications

To be successful in this role, candidates should possess the following skills and abilities:
  • Strong interpersonal skills to effectively engage with both internal and external customers, demonstrating patience and diplomacy.
  • Basic mathematical proficiency.
  • Ability to navigate and input data into a moderately complex computer system.
  • Capability to stand and move throughout the front office area.
  • Effective verbal and written communication skills, with the ability to prepare detailed reports on room availability and revenue.
Education and Experience

Education:
  • A high school diploma or equivalent is required; some college education is preferred.
Experience:
  • Previous experience in front desk operations and supervisory roles is advantageous.
Grooming:
  • All employees are expected to maintain a professional appearance.

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