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Guest Services Manager

2 months ago

Annapolis, Maryland, United States Colwen Hotels Full time
About Colwen Hotels:
Colwen Hotels is a vibrant and expanding hospitality organization, renowned for its exceptional collection of award-winning properties. Our company is founded on principles of dedication, integrity, and authenticity. We encourage innovative thinking and empower our team members to bring creative ideas to life, enhancing the experiences of our guests. With a portfolio of 40 hotels across 10 states, we are committed to staying ahead in the hospitality industry.

Key Responsibilities:
  • Assist in the recruitment and effective supervision of front office personnel.
  • Conduct regular evaluations of staff to ensure compliance with established policies and procedures.
  • Manage check-in and check-out processes, verify billing, create reservations, and accommodate special requests.
  • Possess knowledge of hotel amenities and local attractions to assist guests effectively.
  • Foster and maintain open collaborative relationships with direct reports and hotel management.
  • Ensure compliance with Federal and State Labor regulations.
  • Investigate and resolve all complaints related to service and accommodations.
  • Oversee budgets and payroll records, reviewing financial transactions for accuracy.
  • Continuously analyze processes for improvement and efficiency.
  • Guide and support the front office team in managing occupancy, guest service, and controllable expenses.
  • Identify service challenges and trends, facilitating innovative solutions to ensure ongoing guest satisfaction.
  • Balance cost management with outstanding guest service and employee satisfaction.
  • Maintain strict key control and uphold safety and security standards.
  • Perform other duties as assigned.
Qualifications:
  • Associate degree or equivalent experience in hospitality.
  • Prior experience with Hilton and OnQ systems is highly preferred.
  • Proven leadership skills.
  • Exceptional interpersonal and customer service abilities.
  • Dependable with the capacity to multitask and perform under pressure.
  • Strong verbal and written communication skills.
  • Intermediate to advanced proficiency in computer applications.
  • Familiarity with standard computer software programs.
  • Willingness to work flexible hours, including evenings, weekends, and holidays.
Benefits and Perks:
  • Comprehensive Medical Insurance with Company-Funded HRA.
  • Dental and Vision Insurance.
  • Flexible Spending Accounts.
  • Diverse Supplemental Insurance Options.
  • Paid Time Off Programs.
  • Employee Assistance Program.
  • 401K Plan with Traditional and Roth Options and Employer Match.
  • Hotel Discount Travel Program for Employees and Family.
  • Exclusive Discounts on Travel, Entertainment, and Retail.
  • Training and Development Opportunities.
  • Career Advancement Paths.
Colwen Hotels is an equal opportunity employer. EEO M/F/D/V