Guest Services Manager

Makeready; Portland (OR); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

PTO and PTO exchange

Pet insurance

Company-matched 401k

Student loan repayment program

Job summary

Makeready invites applications for a Front Desk Leader at The Heathman Hotel in Portland. You will lead a team to create unique guest experiences through personalized service and effective management. Your responsibilities include training team members, resolving inquiries, and maintaining high service standards.

The ideal candidate has strong leadership skills, a guest-first approach, and prior experience in hospitality. We offer competitive benefits including PTO, health insurance, and a 401k program.

Qualifications

• Prior experience in a similar role preferred.
• Ability to lead, motivate and develop team members.
• Must possess a personable, engaging, and professional demeanor.

Responsibilities

• Select, onboard, train and cross train all front office team members.
• Enhance guest experiences by ensuring adherence to service standards.
• Resolve guest inquiries and concerns quickly and courteously.
• Supervise daily shift processes to ensure high guest service standards.

Skills

Leadership skills

Guest service orientation

Knowledge of property and area

Effective communication

Job description

The Heathman Hotel is where Portland’s cultural legacy meets timeless hospitality. Since 1927, it has stood as a gathering place for artists, writers, performers, and travelers drawn to the creative spirit of the city. Rooted in history yet thoughtfully evolved for the modern guest, The Heathman blends classic elegance with contemporary comfort in the heart of downtown Portland.

This individual has a natural ability to brighten a room and create a warm and welcoming atmosphere. This innate compassion allows them to connect on a deeper level and cultivate unique, personalized experiences for patrons. Their primary goal is to lead the front desk to create distinctive experiences.

Requested Tasks

• Select, onboard, train and cross train all front office team members
• Enhance guest experiences by ensuring adherence to F.I.E.L.D. Guide standards
• Resolve guest inquiries and/or concerns quickly, efficiently and courteously
• Maintain open interdepartmental communication
• Courteously and accurately answer guest inquiries and concerns
• Use suggestive selling techniques to sell room nights, increase occupancy and revenue
• Supervise daily shift process ensuring all team members adhere to highest guest service standards
• Train team members and respond to any problems in a quick manner
• Fill in, as necessary, at the front desk

Requested Capabilities

• Prior experience preferred
• Proven leadership skills
• Guest-first attitude and approach
• Knowledge of the property, amenities and surrounding area
• Lead, motivate and develop Team Members
• Ability to stand for extended periods at a time
• Personable, engaging, and professional personality

As part of the Makeready collection, we proudly offer a variety of thoughtful benefits and perks for eligible team members including accommodating PTO/PTO exchange, medical/dental/vision benefits, maternity/paternity leave, pet insurance, company‑matched dependent care & 401k, student loan repayment program and a wide range of additional ancillary benefits. The health, happiness and well‑being of our team is our top priority.

We take pride in our Guiding Principles to help define how we successfully work together. We follow them not out of duty but live by them instinctively.

Makeready LLC and its affiliated entities are proud to encourage and support an environment where everyone can be a successful team member as their true independent self. We are an equal opportunity workplace and employer that does not discriminate based on race, color, disability, gender/sex, sexual orientation, religion, national origin, age, veteran status, or any other protected status. We are committed to building a team and a workplace where we are all able to be successful based solely on our i ndividual qualifications, experience, abilities and job performance.