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Guest Services Manager

2 months ago

Lewiston, Maine, United States Colwen Hotels Full time
Position Overview:
Colwen Hotels is in search of a dedicated and personable Front Desk Supervisor to oversee our Front Desk and Night Audit teams. This role is pivotal in ensuring both guest and associate satisfaction through effective management and training.

About Colwen Hotels:
We are a vibrant and expanding hospitality group, recognized for our exceptional portfolio of award-winning hotels. Our foundation is built on hard work, integrity, and authenticity, fostering an environment where innovative ideas thrive to enhance guest experiences. With a diverse collection of 40 hotels across 10 states, we are committed to staying ahead in the hospitality industry.

Key Responsibilities:
  • Assist in managing daily Front Office operations to uphold Colwen Hotels and brand standards while exceeding guest expectations.
  • Participate in the recruitment and performance evaluation of Front Office staff.
  • Handle check-in and check-out processes, verify billing, create reservations, and accommodate special requests.
  • Provide guests with information about hotel amenities and local attractions.
  • Foster open and collaborative relationships with team members and management.
  • Address and resolve guest complaints regarding service or accommodations promptly.
  • Ensure compliance with credit and handling policies; monitor daily house counts and variances.
  • Review budgets and payroll records, ensuring financial transactions are appropriate.
  • Conduct ongoing assessments of processes for continuous improvement.
  • Support the Front Office Team in managing occupancy, guest service, and controllable expenses.
  • Identify service trends and implement creative solutions to enhance guest satisfaction.
  • Balance cost management with outstanding guest service and associate satisfaction.
  • Maintain strict key control and adhere to safety and security protocols.
  • Ensure compliance with company policies and federal and state labor laws.
  • Perform additional duties as necessary to meet business needs.
Qualifications:
  • 2-3 years of experience in Hotel Front Office operations.
  • Associate degree or equivalent experience in hospitality.
  • Previous experience with hotel brands is highly desirable.
  • Strong leadership skills and ability to motivate staff.
  • Exceptional interpersonal and customer service abilities.
  • Reliable, with the capacity to multitask and work under pressure.
  • Excellent verbal and written communication skills.
  • Intermediate to advanced proficiency in computer applications.
  • Familiarity with common software programs.
  • Willingness to work varied hours, including nights, weekends, and holidays.
Benefits and 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 their families.
  • 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