Guest Services Manager - International House Hotel

The Guest Services Manager directs and controls operation of the front office and coordinates activities to obtain optimal room occupancy, revenue and guest satisfaction. The Guest Services Manager oversees all activities in the front office to ensure high guest service standards are met, as well as accuracy in all phases of the operation.

Core Responsibilities:

• Anticipate guest needs, respond promptly and acknowledge all guests, maintaining positive guest relations at all times. Greet and communicate cordially with guests, promptly and professionally checking them in and out of the hotel.
• Ensure proper staffing levels of front office, including interviewing, hiring, supervising, training, and scheduling for staff under its supervision.   
• Have complete understanding of Front Office staff’s job descriptions and duties and be able to perform duties at any given time.
• Resolve guest complaints, ensuring guest satisfaction in each interaction. Manage guest resolution process to include investigation of situation and creative problem solving to ensure guest is satisfied with outcome.
• Accurately learn, manage, and operate the systems used at the front office, including all daily transactions and those which are not performed often.
• Able to learn, manage and operate systems as required for the role and property operation.
• Communicate with Housekeeping and Engineering Departments regarding guest rooms, requests, and maintenance requests/needs.
• Assist the General Manager by handling special requests, group blocking and unusual circumstances.
• Coordinate special programs, functions, and incentives to improve guest service.
• Guide occupancy for maximum yield management of the hotel.
• Accurately manage cash handling, including receiving cash, checks and credit card information from guests for payment of hotel charges and making change correctly.
• Work in a cooperative and friendly manner with fellow Ambassadors.
• Practice a culture of guest service in all you do; promote courtesy, good will and a positive attitude in each and every encounter. Ensure staff provides cheerful smart service daily.
• Ensure guest satisfaction, follow up on guest feedback.
• Lead and work in a positive work environment, fostering a culture of integrity, collaboration, and service.
• Able to follow property safety and security procedures.
• Perform other tasks any reasonable requests as assigned or directed.

Knowledge, Skills, and Competencies:

• High work ethic, self-initiative, independent judgment
• Proven customer service and problem-solving experience
• Regular attendance according to established guidelines
• May be required to work varying schedules to reflect the business needs of the property including weekends and holidays
• Focus and maintain attention to tasks, and complete work assignments on time despite frequent interruptions
• Proficient with Microsoft Office Suite or related software
• Knowledge of hotel operating systems preferred and/or ability to learn HMS
• Understanding use of computer environment, tablets, mobile devices
• Focus and maintain attention to multiple tasks and priorities, and complete work assignments on time despite frequent interruptions, including in high pressure situations
• Ability to maintain excellent relationships with staff and maintain staff and guest confidentiality at all times
• Ability to converse calmly with upset associates, superiors, and guests in intense emotional situations
• Ability to participate in, and lead departmental and/or hotel team meetings
• Ability to maintain excellent relationships with staff and maintain staff and guest confidentiality at all times

Physical Requirements:

• Sit, stand, and walk for varying lengths of time, often long periods of time
• Bend, stoop, squat and stretch to fulfill cleaning requirements
• Lift approximately fifty (50) pounds of equipment or supplies on and off a cart, using safe lifting techniques
• Push and pull carts weighing up to fifty (50) pounds
• Possess valid driver’s license.
• Good communication skills, both written and verbal, using written communication skills to mark completed rooms on daily paperwork
• Grasping, writing, standing, sitting, walking, repetitive motions, pulling, pushing, listening, and hearing ability and visual ability
• Able to manage multiple projects, meet tight deadlines and work calmly under pressure
• Know and be able to administer first aid
• Direct evacuations in an emergency

Minimum Qualifications:

• Highschool degree, hospitality or similar degree preferred or equivalent work experience
• Four years of customer service experience, at least one in a supervisory/leadership role
• Hospitality experience strongly preferred
• Proficient with Microsoft Office Suite or related software
• Knowledge of hotel systems preferred
• Excellent communication skills
• Additional languages advantageous

This job description is not an exhaustive list of all job functions that are required of an employee in this position. Therefore, other duties may be asked of an employee in this position from time to time.

International House Hotel (My Favorite Hotel LLC) is an equal opportunity employer.   International House Hotel celebrates diversity and is committed to creating an equitable and inclusive environment for all employees to ensure they feel a sense of belonging.  We do not discriminate and believe every individual should be proud of who they are, where they came from and take pride in who we serve.

International House Hotel (and its subsidiaries) is an Equal Employment Opportunity employer and considers all applicants for employment without regard to race, color, religion, ethnicity, creed, sex, age, national origin, citizenship status, disability, medical condition, pregnancy, marital status, partnership status, sexual orientation, status regarding public assistance, military or veteran status, domestic violence victim status, gender identity and expression, genetic information, status as unemployed, political affiliation or any other characteristic protected by federal, state or local law.