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Guest Services Manager OEM/HM
2 months ago
Position Overview
The Guest Services Manager will play a pivotal role in overseeing the planning, direction, coordination, and execution of all activities and personnel within the front office departments, including the front desk, bell/door services, and concierge (if applicable). This position is essential in ensuring that all front office operations are conducted with professionalism, adhering to established standards, and delivering the highest level of service.
The Guest Services Manager will lead, train, coach, motivate, engage, and provide constructive feedback to the front office team on a daily basis. In the absence of a Front Office Manager, this role will assume those responsibilities.
Key Responsibilities
- Provide leadership and mentorship to the hotel’s front office staff.
- Maintain comprehensive knowledge of all front office policies and service procedures.
- Understand all hotel features and services, room types, rates, special packages, promotions, daily arrivals, departures, and room availability.
- Conduct daily inspections of front office areas, addressing any organizational deficiencies in staffing, operational cleanliness, service quality, and equipment care.
- Prepare financial and payroll forecasts on a weekly, monthly, quarterly, and yearly basis.
- Address and manage guest feedback and comments effectively.
- Ensure the security of public areas within the hotel.
- Establish supply and equipment par levels.
- Evaluate departmental staffing effectiveness and provide training and development opportunities for all employees.
- Oversee the interviewing and selection process for departmental positions to ensure consistency and quality.
- Create and maintain a professional and positive work environment.
- Conduct performance evaluations for all departmental staff.
- Anticipate and respond promptly to the needs of guests and employees.
- Promote positive guest relations at all times.
- Facilitate pre-shift meetings to discuss pertinent information for the day’s operations.
- Lead departmental strategic planning sessions.
Qualifications
A High School Diploma or General Education Degree (GED) is required, along with two years of experience in Rooms Division management. Proficiency in computer skills is necessary, with familiarity in Microsoft Office preferred. Experience with hotel information systems is essential.
Crestline Hotels & Resorts is an Equal Opportunity Employer/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, sexual orientation, gender identity, or disability status.
