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Guest Services Manager

2 months ago

Ashland, Oregon, United States Ashland Hills Hotel Full time
Position Overview

We are looking for a skilled and proactive Front Desk Supervisor to oversee the front office operations at Ashland Hills Hotel. This role is crucial in ensuring that our guests receive exceptional service and have memorable experiences during their stay.

Key Responsibilities
  • Guest Management: Supervise all aspects of guest registration and check-out procedures.
  • Policy Implementation: Develop and enforce communication protocols between front desk personnel, guests, and various hotel departments.
  • Customer Service Excellence: Uphold high standards of customer service, ensuring a zero-tolerance policy for unsatisfactory service.
  • Issue Resolution: Address guest inquiries, requests, and complaints in a timely and professional manner.
  • Reservation Oversight: Manage the reservation process for both individual and group guests.
  • Knowledge Maintenance: Keep an extensive understanding of hotel amenities, room categories, pricing, and promotional packages.
  • Operational Organization: Assist in structuring front desk operations and implementing systems to ensure staff efficiency.
  • Staff Development: Participate in employee management tasks, including hiring, coaching, performance evaluations, and terminations.
  • Training Initiatives: Educate front desk staff on sales techniques, customer service practices, and hotel promotions.
  • Sales Growth: Drive initiatives to enhance transient sales.
  • Budget Management: Aid in budget oversight and effective scheduling of staff.
  • Team Meetings: Conduct monthly meetings with staff to discuss performance and strategies.
  • Additional Duties: Perform other responsibilities as assigned.
Qualifications
  • Minimum of two years of experience in hotel front desk operations is preferred.
  • Previous supervisory experience is advantageous.
  • Possession of required government licenses or certifications.
  • Strong understanding of front office operations.
  • Excellent organizational and leadership capabilities.
  • Detail-oriented with strong problem-solving skills.
  • Effective verbal and written communication abilities.
  • Professional appearance and demeanor are essential.
  • Prior experience with cash handling is required.
  • Ability to multitask and perform well under pressure.
  • Flexibility to work varied schedules, including weekends and holidays.

If you are passionate about hospitality and dedicated to delivering outstanding customer service, we encourage you to consider this opportunity as our Front Desk Supervisor.