Front Office Guest Services Manager

Vision Hospitality Group, Inc.

Wilmington (NC)

On-site

USD 42,000 - 64,000

Full time

13 days ago

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Benefits offered by this job

Paid Time Off

Health benefits

Stay Discounts

401(k) matching

Employee Assistance Program

Life Insurance

Flexible Spending Account

Job summary

Vision Hospitality Group LLC in Wilmington, North Carolina, seeks a Front Office / Guest Services Manager to lead the guest services team, shape first impressions, and uphold our ONE TEAM, ONE VISION philosophy. You will mentor the front desk staff, ensure smooth operations, and deliver outstanding experiences to our guests.

This role requires hands-on leadership, a commitment to hospitality standards, and the ability to work a flexible schedule.

Qualifications

Must manage front desk operations and guest services workflows.
Complete required training and follow SOPs and brand standards.
Provide personalized, friendly service to every guest and associate.
Strong communication, writing, and teamwork abilities.
Able to work a flexible schedule and lift up to 25 pounds.

Responsibilities

Lead Front Office Team and guest services operations.
Ensure high guest satisfaction and brand standards.
Recruit, train, and manage Front Office staff.
Coordinate with hotel departments for smooth service.
Monitor and improve guest experience and occupancy strategies.
Maintain knowledge of hotel systems and property programs.

Skills

Guide for front desk operations

Training coordination

SOP adherence

Guest service excellence

Communication skills

Flexible scheduling

Team leadership

Integrity and discretion

Multicultural collaboration

Safety knowledge

Education

High school diploma or equivalent

Job description

We are a highly entrepreneurial company limited only by our imagination. Diversity and teamwork are major aspects of our culture. Our property associates are a highly team-focused group bringing out the uniqueness of each associate to provide great products and services. Success comes to those who continuously seek opportunities to learn and pass on new knowledge. We always strive to be better, never bored, and never complacent. Our teams thrive on hard work, inclusivity, and producing outstanding experiences. We endeavor to make our fellow associates feel comfortable and entrepreneurial so that they can engage unhindered. Finally, giving back to the community is also vital to our culture. Our properties live by the philosophy that they are an important part of their communities and look for ways to partner in the local community to make a difference.

Front Office / Guest Services Manager

Job Description

Front Office / Guest Services Manager oversees the Front Office Team which is the main connection between the Guest, the hotel, and the various hotel departments. A Front Office Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards. The person in this position must be able to roll their sleeves up and assist our teams when needed, living our "ONE TEAM. ONE VISION." philosophy. This person must also provide innovative ways that align with our mission to be the best, most respected hotel company in America.

The Job Is Simple

Able to be a guide for all associates on the expectations and processes to run and maintain and effective front desk / guest services operations
Complete all required training
Adhere to all standard operating procedures and property specific brand standards
Perform any other duties as requested by management to aid in better operation of the hotel and service to the guests
Provide personalized, friendly service to every guest and associate
Oversee the Front Office and maintains a high standard
Monitor and evaluate guest satisfaction
Recognize regular and VIP Guests promoting Brand loyalty program
Maximize room occupancy at best rates
Promote other services and facilities of the hotel through up-selling techniques
Set departmental objectives and work schedules
Recruit, manage, and train, Front Office Team
Assist with other departments when necessary
Comply with hotel security, fire regulations, and all health/safety regulations and legislation
Have knowledge of all hotel systems including phone PBX system, key system, PMS systems, and company programs
Have knowledge of surrounding area

Necessary Skills

Keep confidential the business functions of the company including, but not limited to, financial status, customer/guest information, employee issues, etc.
Must be responsible for security of guests, fellow employees and hotel assets
Have knowledge of fire alarm system and evacuation procedures
Able to report to scheduled shifts
Able to communicate effectively in writing, by telephone and in person
Able to work a flexible schedule
Is organized, honest, and works well with others
Maintain a clean and attractive work area, uniform, and person Has the highest degree of integrity and is humble, living by the Golden Rule
Able to work with people from diverse cultures and backgrounds
Values of dedication, innovation, showing respect, being driven by excellence, being community-focused, and having a spirit of service.
Be able to bend, reach, kneel, push, and stretch and lift and/or carry up to 25 pounds
Can perform work for 8 hours and work in a restrictive space/environment.
Must have eyesight enabling vision both near and far
Must be able to use/lift arms for up to 8 hours
Must be able to handle escalated issues within the brand and company guidelines and is able to deescalate any issues to ensure guest satisfaction and company values are demonstrated
Have finger dexterity for operating equipment
Must speak in a clear, understandable voice, hear at a basic level, and understand English
Must be able to write

Vision Hospitality Group is an equal opportunity/AA/Disability/Veteran employer. As an Equal Opportunity Employer, Vision Hospitality Group celebrates diversity and is committed to creating an equitable and inclusive environment and a sense of belonging for all associates. We do not discriminate and believe everybody should be proud of who they are, represent their culture and heritage, and live by the Golden Rule.

Vision Hospitality Group LLC, Offers The Following Benefits