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Guest Services Manager

2 months ago

Lombard, Illinois, United States Auro Hotels Full time

Guest Services Manager

Job Category: Front Office Requisition Number: FRONT002862

Job Overview

The Guest Services Manager is responsible for overseeing the front office operations of the hotel, addressing guest concerns, managing reservations, and handling room assignments, while also responding to unique requests and inquiries.

Key Responsibilities

  1. Lead the Front Desk, Bell Stand, Valet, Drivers, PBX Operators, and Night Audit teams to ensure exceptional customer service is delivered to all guests.
  2. Effectively communicate in English to interact with guests and staff, and to manage administrative tasks.
  3. Handle multiple tasks efficiently, particularly in high-pressure situations.
  4. Collaborate with team members to provide superior service to guests.
  5. Analyze and interpret various reports, financial documents, and correspondence to make informed decisions.
  6. Demonstrate a comprehensive understanding of hotel operations and front office management, along with a solid grasp of the hospitality sector.
  7. Exhibit strong negotiation skills to confidently resolve guest issues.
  8. Provide guidance and feedback to associates as needed.
  9. Articulate thoughts clearly and professionally, both verbally and in writing, to ensure effective communication.
  10. Organize personal and team tasks while maintaining attention to detail.
  11. Make sound judgments regarding the various aspects of the role and the property, effectively addressing guest and operational challenges.

Qualifications

Education and Experience

A college degree is preferred; however, a high school diploma along with 2-3 years of relevant experience or an equivalent combination of education and experience is acceptable.

Additional Information

Auro Hotels is an Equal Employment Opportunity and E-Verify Employer. All candidates are subject to background checks and substance abuse screenings prior to any employment offer.