Job Summary:
The Guest Services Manager (GSM) works at the front desk of the hotel and provides leadership to the Front Desk and Breakfast team members as well as service to hotel guests and clients. The GSM reports to the General Manager and supervise all Front Desk and Breakfast activities, inventories and schedules, greets and checks in arriving guests and checks out departing guests. The GSM performs all duties assigned by the General Manager including Manager on Duty when the General Manager is no on property. Additionally, the GSM provides excellent supervision to the team members, customer service to all guests, makes reservations for guests arriving on the same day or future dates, answers incoming phone calls, and responds to any guest inquiries or requests.
Duties and Responsibilities:
- Support General Manager in all daily operations of the hotel with a focus on supervision and operation of the Front Desk and Breakfast departments
- Participate in hiring, training and accountability for Front Desk and Breakfast team members
- Ensure all Standard Operating Procedures are adhered to and take corrective action as needed
- Communicate effectively with support departments such as Housekeeping, Sales and Maintenance to optimize all phases of the hotel’s operations
- Take the lead and resolve guest complaints in a timely manner to ensure guest satisfaction.
- Document all guest requests and concerns and communicate information to the responsible personnel for proper handling in a timely manner.
- Prepare a shift drop verifying the totals determined match the totals in the property management system.
- Ensure everyone in the department is trained and are using Quore on a daily basis.
- Maintain the confidentiality and security of proprietary company information, correspondence, reports and files.
- Handle and document all Lost and Found items as directed by management’s policies and procedures.
- Perform other duties as assigned by management.
- Follow all property specific brand standards, policies, & procedures.
- Follow all A&R Hospitality standards, policies, & procedures.
- Must be able to work a flexible work schedule as assigned by the General Manager.
- Be a Brand Ambassador of A&R’s Culture, Mission and Values.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of the job.
A&R Group provides equal employment opportunities to all employees and applicants for employment without regard to race, color, ancestry, national origin, gender, sexual orientation, marital status, religion, age, disability, gender identity, results of genetic testing, or service in the military. Equal employment opportunity applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation, and training.
To ensure equal employment opportunities to qualified individuals with a disability, A&R Group will make reasonable accommodations for the known disability of an otherwise qualified individual, unless undue hardship on the operation of the business would result. Employees who may require a reasonable accommodation should contact the Human Resources Department to begin the ADA interactive process.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- Day shift
- Evening shift
Work Location: In person
