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Guest Services Manager OEM/HM
2 months ago
Position Overview
The Guest Services Manager will play a pivotal role in the planning, directing, coordinating, and executing of all activities and personnel within the front office departments, which include: front desk, bell/door services, and concierge (if applicable). This position is crucial for 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 successfully achieve desired outcomes by fostering the creation, development, and maintenance of a skilled, motivated, and empowered team.
Key Responsibilities
- Provide leadership and mentorship to the hotel’s front office personnel.
- Maintain comprehensive knowledge of all front office department policies and service procedures.
- Stay informed about:
- All hotel features and services
- Room types, rates, special packages, and promotions
- Daily arrivals, departures, and room availability
- Scheduled in-house group activities
- Conduct daily inspections of front office areas, addressing any organizational deficiencies related to staffing, operational cleanliness, service quality, and equipment care.
- Prepare financial and payroll forecasts on a weekly, monthly, quarterly, and yearly basis.
- Monitor and address guest feedback and comments.
- Ensure the security of public areas within the hotel.
- Establish supply and equipment par levels.
- Oversee the effectiveness of departmental staffing guides.
- Facilitate training, development, and positive support for all department employees to ensure high qualitative standards and professional growth.
- Participate in the interviewing and selection process for departmental positions to maintain consistency and quality.
- Create and uphold a professional work environment.
- Administer performance evaluations for all departmental staff.
- Anticipate and respond promptly to the needs of guests and employees.
- Promote positive guest relations at all times.
- Conduct pre-shift meetings to discuss relevant information for the day’s operations.
- Facilitate 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 essential, with familiarity in Microsoft Office preferred. Experience with hotel information systems is also required.
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.
