Guest Services Manager

15 hours ago

Prattville, Alabama, United States Tru by Hilton Full time
Job Summary

We are seeking a highly skilled and experienced Guest Services Manager to join our team at Tru by Hilton. As a key member of our front office team, you will be responsible for providing exceptional guest service, ensuring a seamless and efficient check-in and check-out process, and maintaining a positive and welcoming atmosphere for our guests.

Key Responsibilities
  • Guest Service Delivery
    • Ensure that all guests receive a warm and personalized welcome, and that their needs are met promptly and efficiently.
    • Respond to guest requests, inquiries, and complaints in a professional and courteous manner.
    • Work closely with the front desk team to ensure that all guest interactions are positive and memorable.
  • Front Office Operations
    • Oversee the daily operations of the front office, including check-in, check-out, and room assignments.
    • Manage the front desk team, providing guidance and support as needed to ensure that all tasks are completed efficiently and effectively.
    • Monitor and maintain accurate records of guest interactions, including check-in and check-out times, room assignments, and any issues or concerns.
  • Team Management
    • Lead and motivate the front desk team to provide exceptional guest service and to work together as a cohesive unit.
    • Provide coaching and training to team members to ensure that they have the skills and knowledge needed to perform their jobs effectively.
    • Conduct regular team meetings to discuss goals, objectives, and any issues or concerns.
  • Communication
    • Communicate effectively with guests, team members, and other departments to ensure that all needs are met and that all interactions are positive and memorable.
    • Respond to guest requests and concerns in a timely and professional manner.
    • Keep the front desk team informed of any changes or updates to policies or procedures.
  • Problem-Solving
    • Identify and resolve guest complaints and issues in a professional and courteous manner.
    • Work with the front desk team to resolve any issues or concerns that may arise.
    • Develop and implement solutions to improve guest satisfaction and to reduce the risk of guest complaints.
    Requirements
    • Education and Experience
      • High school diploma or equivalent required.
      • Three years of experience in a customer service or hospitality role, preferably in a front office or guest services position.
    • Skills and Abilities
      • Excellent communication and interpersonal skills.
      • Ability to work in a fast-paced environment and to multitask effectively.
      • Strong problem-solving and conflict resolution skills.
      • Ability to work effectively in a team environment and to lead and motivate team members.
    • Physical Demands
      • Ability to stand for long periods of time and to move around the front desk area.
      • Ability to lift up to 40 pounds.

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