Guest Service Manager

Job Overview

We are seeking a dynamic and customer-focused Guest Service Manager to lead our front desk operations and ensure an exceptional experience for all guests. The ideal candidate will possess strong leadership skills, excellent communication abilities, and a passion for hospitality. This role involves overseeing guest interactions, managing front desk staff, and maintaining high standards of service in a fast-paced environment. Bilingual or multilingual skills are highly valued to better serve our diverse clientele. The Guest Service Manager plays a crucial role in fostering a welcoming atmosphere and ensuring guest satisfaction at all times.

Responsibilities

• Supervise and coordinate front desk staff to deliver outstanding guest services
• Handle guest inquiries, complaints, and requests with professionalism and courtesy
• Manage multi-line phone systems efficiently, ensuring prompt and accurate communication
• Oversee check-in and check-out processes, ensuring accuracy and efficiency
• Maintain excellent phone etiquette in all guest interactions
• Assist with reservations, cancellations, and modifications as needed
• Ensure the front desk area is organized, clean, and welcoming at all times
• Collaborate with other departments to meet guest needs and resolve issues promptly
• Train new staff on customer service standards, hotel policies, and front desk procedures
• Monitor guest feedback and implement improvements to enhance overall experience

Qualifications

• Proven experience in hotel or hospitality industry, particularly in front desk or guest services roles
• Strong customer service skills with the ability to handle diverse situations professionally
• Excellent communication skills; bilingual or multilingual abilities are highly preferred
• Proficiency with multi-line phone systems and hotel management software is desirable
• Knowledge of phone etiquette and guest service best practices
• Ability to manage multiple tasks efficiently in a fast-paced environment
• Leadership qualities with experience supervising or training staff is a plus
• Hospitality background is preferred but not required; enthusiasm for delivering exceptional guest experiences is essential

Pay: $21.00-$24.99 per hour

Benefits

• Dental care
• On-site parking
• Paid time off

Work Location: In person