Guest Experience Manager (Front Desk)

Shaner Hotels; East Norwalk (CT); On-site; USD 50,000 - 75,000; Full time

Job summary

Shaner Hotels invites applications for a front office management role at Residence Inn Norwalk in Norwalk, Connecticut. The position supports guest services across reservations, registration, bell services and guest accounting to maximize revenue and guest satisfaction.

You will lead a team in a fast-paced, guest-focused environment, with opportunity for growth and professional development within the Shaner Hotels portfolio. A flexible schedule, weekends, and holidays are expected.

Qualifications

• Minimum 1-3 years of front office management experience in the hospitality industry.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to satisfactorily communicate with guests, management, and co-workers to their understanding.
• High school graduate or equivalent, some college preferred.
• Bilingual English/Spanish a plus.
• Knowledge of local activities and attractions appropriate for clientele.

Responsibilities

• Be available to work a flexible schedule, including weekends, holidays, and varied shifts.
• Maintain complete knowledge of hotel features, room types, rates, room availability, and expected arrivals/departures.
• Handle guest complaints ensuring guest satisfaction.
• Hire, train and develop hotel team members and ensure all required training is complete according to standards.
• Review the daily business levels, anticipate critical situations, and plan effective solutions to best expedite these situations.
• Prepare weekly work schedules in accordance with staffing guidelines and labor forecasts. Adjust schedules throughout the week to meet the business demands.
• Maintain complete working knowledge of Night Audit procedures and provide training to employees as needed.
• Ensure all end of month reports are completed to standard.
• Assist staff with their job functions to ensure optimum service to guests.
• Monitor and maintain cleanliness, sanitation, and organization of assigned areas.
• Monitor and ensure that all cashiering procedures comply with accounting policies and standards.

Skills

Front Office Management

Bilingual English/Spanish

Education

High school graduate or equivalent

Job description

Shaner Hotels invites applications for a front office management role at Residence Inn Norwalk in Norwalk, Connecticut. The position supports guest services across reservations, registration, bell services and guest accounting to maximize revenue and guest satisfaction.

You will lead a team in a fast-paced, guest-focused environment, with opportunity for growth and professional development within the Shaner Hotels portfolio. A flexible schedule, weekends, and holidays are expected.