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Guest Services Manager

2 months ago

Foxboro, United States Colwen Hotels Full time
Position Overview:
Colwen Hotels is in search of a motivated and detail-oriented Front Desk Supervisor to enhance our dynamic team. This role is pivotal in overseeing the front desk and night audit teams, ensuring exceptional service for both guests and associates.

Key Responsibilities:
  • Assist in the recruitment and effective supervision of front office staff.
  • Conduct regular evaluations of team performance to ensure compliance with established standards.
  • Manage check-in and check-out processes, verify billing accuracy, and handle reservations and special requests.
  • Provide guests with information about hotel amenities and local attractions.
  • Foster open and collaborative relationships with team members and management.
  • Adhere to Federal and State Labor regulations.
  • Address and resolve guest complaints regarding service or accommodations.
  • Monitor financial transactions and payroll records for accuracy.
  • Continuously analyze operational processes for improvement and efficiency.
  • Guide and support the front office team in managing occupancy levels, guest satisfaction, and operational costs.
  • Identify service trends and develop innovative solutions to enhance guest satisfaction.
  • Balance cost management with outstanding guest service and employee satisfaction.
  • Maintain strict key control and uphold safety and security protocols.
  • Perform additional duties as assigned.
Qualifications:
  • Associate degree or equivalent experience in hospitality.
  • Prior experience with OnQ is highly preferred.
  • Proven leadership abilities.
  • Exceptional interpersonal and customer service skills.
  • Dependable, with the ability to multitask and thrive under pressure.
  • Strong verbal and written communication skills.
  • Intermediate to advanced proficiency in computer applications.
  • Familiarity with standard software programs.
  • Willingness to work flexible hours, including nights, weekends, and holidays.
Benefits & Perks:
  • Comprehensive Medical Insurance with Company-Funded HRA.
  • Dental and Vision Insurance.
  • Flexible Spending Accounts.
  • A variety of Supplemental Insurance Options.
  • Paid Time Off Programs.
  • Employee Assistance Program.
  • 401K Plan with Employer Match.
  • Hotel Discount Travel Program for Employees and Family.
  • Exclusive Discounts on Travel, Entertainment, and Retail.
  • Training and Development Opportunities.
  • Career Advancement Prospects.
Colwen Hotels is proud to be an equal opportunity employer. EEO M/F/D/V