Guest Experience & Front Desk Manager

General Hotels Corporation; Indiana; On-site; USD 52,000 - 78,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

401(k) with company match

Earned Wage Access

Hotel Room Discounts

Company Paid Life Insurance

Job summary

General Hotels Corporation in the United States seeks a Guest Service Manager to lead Front Desk and Guest Services, reporting to the General Manager and sitting on the property's Senior Leadership Team. You will supervise the Guest Services team and ensure adherence to Brand Standards while delivering a stellar guest experience.

Responsibilities include directing operations for Rooms and Guest Services, training staff, mentoring, managing shifts, budgeting, forecasting, and collaboration with

Qualifications

• Experience in hotel Housekeeping and Front Desk supervisory position is required.
• Must be guest focused while being creative and able to problem solve during challenging times.
• Must be able to multitask and make difficult decisions on the spur of the moment.
• Experience with PMS computer systems is required.
• Guest relations skills are required.
• Previous experience working with budgets and P&L is preferred.
• Must have valid driver’s license and current insurance.
• A minimum of an Associate’s Degree in Hospitality is a plus.
• Must speak fluent English; bi-lingual in Spanish is a plus.
• Must have reliable transportation.
• Must be able to regularly work evenings and weekends

Responsibilities

• Oversee operation and service for the Rooms and Guest Services Departments.
• Assure effective orientation and training for new staff and develop activities for experienced staff.
• Provide mentoring, coaching and regular feedback to help improve team member performance and morale.
• Support department managers, including greeting guests, covering shifts, providing direction, and overseeing all aspects of customer service and property cleanliness.
• Work closely with all departments to ensure group, guest and employee satisfaction.
• Address team member and guest complaints and advise the General Manager about corrective actions.
• Work to ensure guest billing is accurate; complete daily, weekly, and monthly accounting responsibilities.
• Work closely with Sales to manage occupancy and group room blocks.
• Complete weekly room and public space inspections with the Executive Housekeeper.
• Complete accurate monthly forecasting for each department’s revenue outlets.
• Monitor budget and control expenses with a focus on room rate, guest service scores and labor cost.
• Review and approve invoices; maintain department expense budget.
• Ensure Brand Standards are followed and maintained in each department.
• Participate in all Quality Inspections.
• Participate in Manager on Duty Program with monthly scheduling responsibilities.
• Ensure compliance with wage & hour laws and local regulations.

Skills

Guest relations

Problem solving

Multitasking

Leadership

Budget awareness

Education

Associate’s Degree in Hospitality

Tools

PMS computer systems

Budget & P&L experience

Job description

General Hotels Corporation in the United States seeks a Guest Service Manager to lead Front Desk and Guest Services, reporting to the General Manager and sitting on the property's Senior Leadership Team. You will supervise the Guest Services team and ensure adherence to Brand Standards while delivering a stellar guest experience.

Responsibilities include directing operations for Rooms and Guest Services, training staff, mentoring, managing shifts, budgeting, forecasting, and collaboration with