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Guest Services Manager

2 months ago

Cleveland, Ohio, United States Aimbridge Hospitality Full time

Job Overview

The Guest Services Manager plays a pivotal role in supporting the Front Desk Manager and/or General Manager by delivering attentive, courteous, and efficient service to all guests from the moment they arrive until their departure. This position is also crucial in optimizing room revenue and occupancy rates.

Key Responsibilities

Qualifications:

  • Minimum of 2 to 3 years of progressive experience in the hospitality industry or a related field is essential. A High School diploma or equivalent is required.
  • Completion of college coursework in a relevant field is advantageous.
  • Prior supervisory experience is preferred.
  • A valid driver's license for the applicable state is necessary.
  • Ability to communicate information and ideas clearly is a must.
  • Quick and accurate evaluation and selection among alternative courses of action are required.
  • Ability to perform well in high-pressure situations, including effectively managing guest objections and disputes.
  • Proactive initiative in job performance, anticipating needs before they arise.
  • Maintain composure and objectivity under stress.
  • Proficient in problem-solving, including anticipating, identifying, and resolving issues as needed.
  • Ability to assimilate complex information from various sources and adjust accordingly.
  • Effective listening skills to understand and clarify concerns raised by guests and team members.
  • Basic understanding of financial information and arithmetic functions is necessary.

Responsibilities:

  • Approach all interactions with guests and team members in a friendly, service-oriented manner.
  • Ensure regular attendance in accordance with company standards and scheduling needs.
  • Maintain high standards of personal appearance and grooming, including proper uniform and name tag.
  • Adhere to company standards and regulations to promote safe and efficient hotel operations.
  • Foster a friendly and welcoming atmosphere at all times.
  • Set the benchmark for guest relations at the front desk.
  • Gather all necessary information when processing room reservations.
  • Monitor all VIP and special guest requests diligently.
  • Review the Front Office log and Trace File on a daily basis.
  • Fully understand and execute all relevant aspects of the front desk computer system.
  • Ensure timely and professional logging and delivery of messages, packages, and mail.
  • Stay informed about all rates, packages, and promotions currently available.
  • Be knowledgeable about all in-house groups and aware of closed-out and restricted dates.
  • Follow and enforce all hotel credit policies consistently.
  • Perform all duties of a Front Desk Agent as needed.
  • Complete and ensure accurate bucket checks, room rate verification reports, and housekeeping reports.
  • Maintain proper operation of the PBX console, ensuring compliance with company standards.
  • Establish and maintain effective communication and teamwork with fellow associates and other departments.
  • Assist the General Services Manager in ensuring compliance with company standards among associates.
  • Be knowledgeable about and assist in all emergency procedures as required.
  • Oversee the check-in and check-out process for all guests in a friendly and efficient manner.
  • Ensure timely completion of all tasks and duties on the shift checklist.
  • Guarantee that associates are consistently attentive, friendly, and courteous to all guests and colleagues.
  • Maximize room revenue through effective Rooms Merchandising strategies.
  • Respond to all guest inquiries in a timely and professional manner.
  • Participate in departmental meetings for planning and execution.
  • Help maintain productivity levels in line with budgeted standards.
  • Perform any additional duties as required by management.
  • Assist in the training of new hires and current associates regularly.
  • Attend meetings as required by management.

Company Overview

Aimbridge Hospitality is a global leader in third-party hotel management, with a diverse portfolio of over 1,550 hotels across all 50 states and 22 countries. Our associates are dedicated to providing exceptional service to our guests and achieving outstanding results, thriving in a culture that inspires everyone to excel.

Benefits

After an initial waiting period, full-time employees are eligible for a competitive benefits package that includes:

  • Daily Pay options available.
  • Medical, Dental, and Vision Coverage.
  • Short-Term and Long-Term Disability Income.
  • Term Life and AD&D Insurance.
  • Paid Time Off.
  • Employee Assistance Program.
  • 401k Retirement Plan.