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Guest Services Manager

2 months ago

Marietta, Georgia, United States Hyatt Regency Atlanta Northwest Full time

The role of the Guest Services Manager is to oversee the front office operations of the hotel, ensuring that guest inquiries, reservations, and special requests are handled efficiently and effectively. This position involves both direct and indirect supervision of staff, addressing guest complaints, and ensuring a high standard of service is maintained throughout the hotel.

SUPERVISORY RESPONSIBILITIES

This position includes the supervision of front desk associates and other related staff. Responsibilities encompass: interviewing, hiring, and training personnel; planning and directing daily operations; evaluating employee performance; rewarding and addressing disciplinary actions; and resolving guest-related issues.

  • Guarantees that every guest experiences exceptional service by fostering a welcoming atmosphere, which includes greeting and acknowledging all guests, maintaining high standards, and demonstrating comprehensive product knowledge.
  • Empowered to ensure complete guest satisfaction, showcasing hospitality and professionalism consistently, and ensuring all guest interactions are conducted ethically and legally.
  • Understands and implements all safety and security protocols to maintain a secure environment for both staff and guests. In case of emergencies, ensures proper medical attention is sought and notifies management immediately.
  • Fosters positive relationships with all associates to promote a collaborative work environment.
ESSENTIAL JOB FUNCTIONS
  • Supervises the Front Desk, Bell Stand, Valet, Drivers, PBX Operators, and Night Audit teams to ensure exemplary customer service across all hotel areas.
  • Proficient in English to effectively communicate with guests and staff, and to manage administrative tasks.
  • Handles multiple tasks simultaneously, often in high-pressure situations.
  • Collaborates with team members to deliver outstanding service to guests.
  • Interprets and makes decisions based on various reports, financial documents, and internal communications.
  • Possesses a strong understanding of hotel operations and front office management, along with a solid grasp of the hospitality sector.
  • Demonstrates negotiation skills and the ability to resolve guest issues persuasively.
  • Communicates and provides guidance to associates as necessary.
  • Articulates thoughts clearly and professionally, both verbally and in writing, to ensure effective communication.
  • Organizes personal and team tasks, paying close attention to detail.
  • Makes informed judgments regarding operational issues and effectively resolves guest-related challenges.
OTHER DUTIES AND RESPONSIBILITIES
  • Adheres to the company's standards of service as established for the organization.
  • Projects a positive image of the hotel to the public consistently.
  • Completes all assigned duties in a timely and efficient manner, in line with established policies and procedures.
  • Treats guests, vendors, and colleagues with respect and professionalism at all times.
  • Participates in training programs as assigned.
  • Maintains a professional appearance at all times.
  • Must be flexible with work hours, including evenings, weekends, and holidays.
  • This job description does not restrict management's right to assign or reassign duties and responsibilities as needed.
QUALIFICATIONS
  • Education: High School diploma or equivalent preferred.
  • Experience: 2-3 years of experience in a hotel setting preferred. (Opera Experience Required)
WHY WORK WITH US?
  • Comprehensive healthcare benefits including dental, vision, and prescription coverage for full-time employees.
  • Culture that promotes work-life balance with flexible scheduling and paid time off.
  • 401(K) retirement plan with employer matching, along with flexible spending accounts.
  • Opportunities for professional development through annual management programs.
  • Community service vacation time.
  • Employee discounts at hotel properties.
  • Performance-based bonuses and incentives.
Auro Hotels is an Equal Employment Opportunity and E-Verify Employer. All applicants are subject to background checks and substance abuse screening prior to employment.