Guest Services Manager

Job Description Summary

The Guest Services Manager is responsible for ensuring a high standard of guest service and satisfaction by overseeing the Front Desk and Guest Services operations and ensuring that all guest needs are met promptly and professionally. This role involves managing the guest services team, handling guest complaints, and ensuring that hotel policies and procedures are followed.

Job Description

Key Responsibilities:

Deliver on the promise of Sonesta Service in all interactions with guests and clients.  Manage according to the Sonesta G.U.E.S.T. standards and instill a passion for customer service in all associates of the hotel. 

Guest Service Management:

• Ensure all guests receive a warm welcome and a high level of service throughout their stay.
• Handle guest complaints and concerns promptly and effectively, seeking to resolve issues to the guest's satisfaction.
• Coordinate with other departments to ensure guest needs are met and services are delivered promptly.

Staff Supervision:

• Recruit, train, and manage the guest services team, including front desk agents, concierge, bell staff, and other front-of-house personnel.
• Schedule and oversee staff shifts to ensure adequate coverage and smooth operations.
• Conduct regular performance reviews and provide ongoing coaching and development for staff.

Operational Management:

• Oversee the daily operations of the front desk, including check-in, check-out, and billing procedures.
• Ensure accurate record-keeping and compliance with hotel policies and procedures.
• Monitor and manage the inventory of guest supplies and amenities, ensuring availability and quality.

Communication and Coordination:

• Liaise with housekeeping, engineering, and other departments to address guest requests and ensure rooms are ready for occupancy.
• Communicate effectively with guests, team members, and management to ensure smooth operations and a positive guest experience.
• Maintain a presence in the lobby and public areas to interact with guests and address any immediate concerns.

Financial Management:

• Assist in the development and management of the guest services budget.
• Monitor and control expenses to ensure adherence to budget guidelines.
• Identify opportunities to enhance revenue through upselling and other guest services initiatives.

Quality Assurance:

• Conduct regular inspections of guest areas to ensure cleanliness and maintenance standards are met.
• Implement and monitor guest feedback systems to identify areas for improvement.
• Develop and implement service standards and procedures to enhance guest satisfaction.

Qualifications:

• Minimum of 3-5 years of experience in a hotel front desk or guest services role, with at least 1-2 years in a supervisory or management position.
• Excellent interpersonal and communication skills.
• Strong leadership and team management abilities.
• Proficiency in hotel management software and Microsoft Office Suite.
• Ability to work flexible hours, including nights, weekends, and holidays.

Physical Requirements:

• Ability to stand for extended periods.
• Ability to lift and carry luggage and other items up to 50 pounds.
• Must be able to navigate various areas of the hotel to assist guests.

All qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Additional Job Information/Anticipated

Pay Range

$70,000.00 to $73,000.00 / year. Pay offered may vary depending on various factors including but not limited to job related knowledge, skills and job specific experience/overall experience.

Benefits

Sonesta recognizes that benefits play a vital role in helping ensure the health and financial security of employees and their families. We offer a variety of benefits to our employees including:

• Medical, Dental and Vision Insurance
• Health Savings Account with Company Match
• 401(k) Retirement Plan with Company Match
• Paid Vacation and Sick Days
• Sonesta Hotel Discounts
• Educational Assistance
• Paid Parental Leave
• Company Paid Life Insurance
• Company Paid Short Term and Long Term Disability Insurance
• Various Employee Perks and Discounts
• Hospital Indemnity
• Critical Illness Insurance
• Accident Insurance

Sonesta is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered. 

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