Guest Services Manager

3 weeks ago


Indianapolis, Indiana, United States HRI DEVELOPMENT Full time
Job Summary

As a Guest Services Manager at HRI Development, you will be responsible for overseeing the front desk operations of our hotel. This includes managing the front desk staff, ensuring excellent customer service, and maintaining a high level of professionalism in all interactions with guests. You will be the face of our hotel and will be responsible for creating a positive experience for our guests.

Key Responsibilities

• Manage the front desk staff, including scheduling, training, and performance evaluations
• Ensure excellent customer service, responding to guest complaints and resolving issues in a timely and professional manner
• Maintain a high level of professionalism in all interactions with guests, including phone calls, emails, and in-person interactions
• Oversee the front desk operations, including check-in, check-out, and room assignments
• Monitor and maintain the front desk area, ensuring it is clean, organized, and well-stocked
• Collaborate with other departments, including housekeeping, food and beverage, and engineering, to ensure seamless operations
• Analyze and resolve problems, exercising good judgment and making decisions that benefit the hotel and its guests

Requirements

• High school graduate or equivalent, some college
• Previous experience in guest services, preferably in a hotel or hospitality setting
• Two years experience as a front office supervisor, preferably in a four-star hotel
• Ability to communicate effectively with guests, management, and coworkers, both verbally and in writing
• Ability to enforce hotel standards, policies, and procedures with front desk staff
• Ability to prioritize and organize work assignments, delegate tasks, and follow up with corrections where needed
• Ability to remain calm and courteous when consulting with demanding, difficult guests and/or situations
• Ability to ensure security and confidentiality of guest and hotel information
• Must be able to accurately compute mathematical calculations

Benefits

Competitive pay, free employee garage parking, free full fare IndyGo bus passes, discounts, medical, dental, vision, 401k with match, and many more

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