Hotel Guest Services Manager

The Guest Services Manager is responsible for leading a department that meets and exceeds all guest expectations, especially during check-in and check-out. This role is responsible for overseeing the entire Front Office operation to maintain high brand and company standards.

Responsibilities

- Training, developing, and counseling all front desk employees

- Completing work schedules for front desk department staff in a timely and effective manner

- Conducting regular staff meetings and promoting the QTR culture and the core ideology

- Communicating and is knowledgeable of guest satisfaction scores

- Operating within budgetary guidelines

- Promoting and encouraging team work at all times

- Making sound decisions and identifying problems and offering solutions

- Demonstrating knowledge of O&R and brand success plans

- Providing information to guests about hotel policies, services, and amenities

- Responding to requests from guests for assistance and information about the local area (e.g. directions, restaurants, attractions, etc.)

- Entering/changing reservations information, posting charges to guest rooms, and selling rooms to customers

- Processing payments from guests and reviewing and balancing guest accounts

- Informing housekeeping department about room status/availability

- Listening and responding to guests’ requests and complaints

- Operating hotel switchboard

- Maintaining daily logs and balancing shift work and cash drawers

- Maintaining front desk department audit standards

- Monitoring and maintaining property security

- Responsible for purchasing, monitoring, and controlling property inventory

Account Management

- Ensures all Accounts Receivable (AR) transactions are billed and posts payments in a timely manner

- Produces and submits Account Payable (AP) invoices to General Manager for review

- Monitors and opens house accounts for financial collection

- Monitors payment for group master accounts and assists with collections as needed

- Reconciles Hilton Honors redemptions

- Ensures room inventory is balanced

- Assists with e-commerce

- Assists in coordinating F&B throughout all departments if applicable

- Assists internal departments with various projects

Requirements

- Prior supervisory experience is preferred

- Prior hospitality experience is strongly preferred

- Strong initiative and work ethic

- Punctual, reliable, and regular attendance

- Strong attention to detail

- Customer-service oriented

- Strong multitasking and organizational skills

- Ability to work in a fast-paced environment

- Excellent communication skills – verbal and written

- Excellent interpersonal skills

- Excellent time and project management skills

- Valid driver’s license and Department of Motor Vehicles Report

- Must have and maintain a valid driver’s license and meet the required criteria for driving a company vehicle

Job Type: Full-time

Benefits:

- 401(k)

- Dental insurance

- Flexible schedule

- Health insurance

- Paid time off

- Vision insurance

Ability to Commute:

- Raleigh, NC 27607 (Required)

Ability to Relocate:

- Raleigh, NC 27607: Relocate before starting work (Required)

Work Location: In person