Guest Services Operations Manager

1 week ago

St Louis, Missouri, United States Magnolia St. Louis Full time

Position Overview:

The Guest Services Operations Manager plays a crucial role in overseeing the Guest Services, Concierge, PBX, and Uniformed Services/Transportation departments. This position is dedicated to delivering exceptional service to all guests throughout their stay, while optimizing room revenue and occupancy in alignment with the high standards of Magnolia St. Louis.

Key Responsibilities:

  • Inspire, mentor, and guide all Front Office personnel.
  • Establish and nurture a culture of service excellence among front office staff.
  • Assist in creating sustainable training programs for all front office employees, including Valet if applicable.
  • Educate staff on providing concierge services to enhance guest experiences.
  • Develop resources for front office staff to stay informed about local events and services to better assist guests.
  • Manage reporting, including data analysis and communication of results for necessary improvements.
  • Schedule staff based on anticipated front desk activity levels.
  • Train team members in service recovery techniques and follow up on such situations.
  • Conduct guest service evaluations for front office staff, including PBX and Valet if applicable.
  • Collaborate closely with Sales on group resumes to ensure a comprehensive understanding and seamless service delivery.
  • Work in partnership with Accounting, Housekeeping, and Engineering departments regarding front office operations.
  • Review VIP arrival reports and communicate relevant information to staff while maintaining guest confidentiality.
  • Oversee the preparation and delivery of amenity packages to guest rooms as specified in group resumes or individual reservations.
  • Ensure strict compliance with PCI Guidelines among all front office staff.
  • Manage cash handling procedures as outlined in company protocols.
  • Serve as a role model for professionalism, appearance, service, and success within the hotel.
  • Perform additional duties as assigned by the General Manager or Director of Operations.

Qualifications:

  • Previous experience as a Front Office Manager or Assistant Front Office Manager is preferred.
  • Experience in implementing sustainable training initiatives for front office staff.
  • Familiarity with cash and credit control processes and compliance with PCI Guidelines.
  • Strong verbal and written communication skills to effectively interact with guests, vendors, and team members.
  • Excellent organizational, motivational, and interpersonal abilities.
  • Proficient in critical thinking, problem-solving, and decision-making.
  • Detail-oriented with strong multitasking capabilities.
  • Ability to adapt to change and manage risk and uncertainty effectively.
  • Demonstrates empathy and builds constructive relationships with diverse individuals.
  • Flexibility to accommodate the demands of a 24-hour operation, including weekends and holidays.

Experience, Education, & Licensure:

  • High school diploma or equivalent required.
  • Completion of college-level courses in Business or Hospitality is highly desirable.
  • A minimum of two years of managerial experience in the hospitality industry.

We provide a competitive benefits package for full-time team members, including medical, dental, vision, life, and disability benefits, as well as an employee assistance program. Additional offerings include paid time off, participation in a 401(k) plan with company matching, potential bonuses, and parking availability.

#Magnolia

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