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Guest Services Manager

2 months ago

Anchorage, Alaska, United States SpringHill Suites University Full time
Job Overview

Position Title: Guest Services Manager


Role Objective:

The Guest Services Manager is accountable for guaranteeing that all visitors receive a warm welcome and exceptional service. This role involves training front desk personnel, mastering our property management system, addressing guest concerns, and ensuring a seamless front office operation. Responsibilities include managing guest check-outs, assisting with inventory and scheduling, upgrading guest accommodations as necessary, and promoting hotel services and amenities to enhance guest experiences.


Advantages of Joining Our Team:

  • Comprehensive Medical, Dental, and Vision Insurance
  • Life Insurance Coverage
  • Paid Time Off
  • Leadership and Management Development Programs
  • 401K Retirement Savings Plan
  • Career Advancement Opportunities
  • Discounted Accommodation Rates
  • A Vibrant Work Environment
  • Access to Additional Benefits, including discounts on pet insurance, mobile services, travel, and wellness programs.


KEY RESPONSIBILITIES

  • Train front office staff on proper check-in and check-out procedures in accordance with hotel standards.
  • Ensure exceptional customer service is provided at all times.
  • Maintain a professional and friendly demeanor consistently.
  • Handle high-pressure situations with composure.
  • Oversee daily operations to ensure adherence to standard procedures and attentiveness to guest needs.
  • Resolve guest issues promptly to uphold high satisfaction levels.
  • Foster strong relationships with team members and other departments.
  • Maintain effective communication with all departments and management.
  • Create front desk schedules.
  • Assist in procuring front office supplies and marketing materials.
  • Actively engage at the front desk, managing the registration process and ensuring all steps are followed accurately.
  • Assist guests with payment processing during check-out, including accepting various forms of payment.
  • Welcome guests warmly and respond to inquiries with clarity and positivity.
  • Address special requests from guests and coordinate with relevant departments as needed.
  • Promptly respond to phone and email inquiries, documenting messages and communicating special needs to the team.
  • Listen attentively to guest concerns, conducting thorough research to find effective solutions.
  • Ensure safety and security protocols are followed at all times.
  • Be available for night and weekend shifts as needed.


ADDITIONAL FUNCTIONS

This position may also involve performing various supportive functions as determined by management, including:

  • Communicating with guests in their preferred language when possible.
  • Remaining calm and focused during emergencies or busy periods.
  • Assisting with transportation needs as required.
  • Operating office equipment as necessary.


REQUIRED SKILLS AND QUALIFICATIONS

  • Strong mathematical skills for accurate calculations.
  • Ability to interact effectively with diverse customers, demonstrating patience and diplomacy.
  • Proficient in English communication, both written and verbal.
  • Competence in using a computer system for data entry and retrieval.
  • Physical ability to stand, bend, and lift items up to 20 lbs.

NOTICE:

This role is part of the hospitality industry, which operates 24/7. All associates are expected to comply with company policies and procedures to ensure the safe and efficient operation of hotel facilities.

SpringHill Suites University is an equal opportunity employer and does not discriminate based on race, color, religion, national origin, age, sex, sexual orientation, marital status, disability, or military status.