Guest Services Manager

2 weeks ago

Colorado Springs, Colorado, United States Sun Hill Properties Inc. Full time
Job Overview

The Guest Services Manager plays a pivotal role in ensuring that visitors experience exceptional service from the moment they arrive until their departure, fostering guest satisfaction and loyalty.

Key Responsibilities

• Lead and mentor the front desk team in their daily operations, ensuring clarity in their roles and responsibilities.

• Manage guest reservations, including check-in and check-out processes, while adhering to payment protocols, whether through credit or cash transactions.

• Uphold and exemplify the Company Core Values, setting a standard for the team to follow.

• Oversee daily shift activities to guarantee that all team members comply with established operating procedures.

• Address and resolve guest concerns swiftly and effectively to maintain high levels of satisfaction and service quality.

• Handle cash transactions at the front desk, maintaining accountability for personal banking as per company policy.

• Ensure the front desk operations deliver optimal service and hospitality to all guests.

• Complete all necessary documentation (daily reports, checklists, etc.) in a timely manner.

• Assist in the onboarding and training of new team members.

• Conduct daily team huddles to promote communication and teamwork.

• Monitor training requirements for front office staff.

• Provide management with daily briefing reports on team performance and guest feedback.

Qualifications

• Minimum of two years experience in a front desk role within a hotel of comparable size and quality.

• Previous supervisory experience is preferred.

• Excellent communication skills are essential for clear interactions with guests and team members.

• Strong interpersonal abilities to effectively engage with a diverse range of personalities.

• Flexibility to work varied schedules, including evenings, nights, and weekends.

Work Schedule

Due to the nature of the hospitality industry, team members may be required to work varying schedules to meet the operational needs of the hotel.

Commitment to Standards

All employees are expected to adhere to the guidelines outlined in this document, understanding that it serves as a basic overview of their role and does not encompass all specific responsibilities.

Job Classification

This position is classified as non-exempt under the Fair Labor Standards Act and is subject to overtime regulations.

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