Guest Services Manager OEM/HM

1 week ago

Portland, Maine, United States Crestline Hotels & Resorts Full time

Position Title: Front Desk Manager OEM/HM

Overview

The Front Desk Manager is pivotal in overseeing the planning, direction, coordination, and execution of all activities and personnel within the front office sectors, including front desk, bell/door services, and concierge (if applicable). This role is essential in ensuring that all front office operations are conducted with professionalism, adhering to established standards, and delivering the highest level of service.

Key Responsibilities

  • Provide leadership and mentorship to the hotel’s front office team.
  • Maintain comprehensive knowledge of all front office policies and service procedures.
  • Stay informed about hotel features and services, room types, rates, special packages, and daily operational details.
  • Conduct daily inspections of front office areas, addressing any organizational deficiencies related to staffing, service quality, and operational cleanliness.
  • Prepare financial forecasts for departmental operations on a weekly, monthly, quarterly, and yearly basis.
  • Manage guest feedback and comments effectively.
  • Ensure the security of public areas within the hotel.
  • Establish supply and equipment par levels.
  • Monitor departmental staffing effectiveness and provide training and development opportunities for all team members.
  • Oversee the interviewing and selection process for departmental positions to maintain consistency and quality.
  • Create a professional and quality work environment.
  • Administer performance evaluations for all departmental staff.
  • Anticipate and respond promptly to the needs of guests and employees.
  • Promote positive guest relations at all times.
  • Conduct pre-shift meetings to review relevant information for the day’s operations.
  • Facilitate strategic planning meetings for the department.

Qualifications

A High School Diploma or General Education Degree (GED) is required, along with a minimum of two years of experience in Rooms Division management. Proficiency in computer skills is necessary, with familiarity in Microsoft Office preferred. Experience with hotel information systems is essential.

Equal Opportunity Employer

Crestline Hotels & Resorts is an Equal Opportunity Employer/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, sexual orientation, gender identity, or disability status.

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