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Guest Services Team Lead

2 months ago

San Francisco, California, United States Holiday Inn Express - San Fran Union Square Full time
Job Summary

We are seeking a highly skilled and experienced Front Desk Operations Manager to join our team at Holiday Inn Express - San Fran Union Square. As a key member of our front desk team, you will be responsible for providing exceptional guest service, leading a diverse team of front desk agents, and ensuring seamless front desk operations.

Key Responsibilities
  • Guest Service and Team Leadership
    • Provide exceptional guest service, responding to guest inquiries and resolving issues in a timely and professional manner.
    • Lead and motivate a diverse team of front desk agents, providing guidance, training, and coaching to ensure excellent customer service.
  • Front Desk Operations
    • Oversee front desk operations, ensuring efficient and effective management of guest check-ins, check-outs, and room assignments.
    • Monitor and manage front desk workflow, ensuring seamless communication with other departments and teams.
  • Communication and Collaboration
    • Communicate effectively with guests, team members, and other departments to ensure seamless operations and exceptional guest service.
    • Collaborate with other departments, such as housekeeping and food and beverage, to ensure efficient and effective operations.
  • Problem-Solving and Conflict Resolution
    • Respond to guest complaints and concerns in a professional and courteous manner.
    • Resolve conflicts and issues in a fair and timely manner, ensuring guest satisfaction and team member well-being.
Requirements
  • Education and Experience
    • High school diploma or equivalent required.
    • Minimum 3 months of hospitality, general office, accounts receivable, or customer service experience required.
  • Skills and Qualifications
    • Excellent verbal and written communication skills.
    • Ability to work well under pressure and in a fast-paced environment.
    • Strong problem-solving and conflict resolution skills.
    • Ability to work effectively in a team environment.
Benefits
  • Competitive salary.
  • Employee hotel discount.
  • Health, dental, and vision insurance.
  • Paid holiday, vacation, and sick days.
  • Disability insurance.
  • Flexible schedule.
  • Various bonus programs.
  • Signing bonuses.
  • Referral program.
  • Commission for referred and booked hotel business.