Guest Experience Manager - Front Desk & Loyalty

Holiday Inn Fargo (Brandt); Fargo (ND); Sur place; USD 48 000 - 64 000; Plein temps

Avantages offerts par ce poste

Hotel Discounts Worldwide

Double Time for select Holidays

PTO with immediate accrual

Access 50% of wages prior to payday

401(k) with immediate match

Health Insurance

Dental Insurance

Vision Insurance

Life/AD&D insurance

Résumé du poste

Holiday Inn Fargo (Brandt) is seeking a Guest Service Manager to lead front-desk operations and guest relations from arrival to departure, ensuring world-class hospitality across shifts. This role requires supervising guest service staff, managing night audit, and maintaining brand-standard service metrics.

You will utilize OPERA PMS for reservations, check-ins, billing, and inventory, while resolving guest concerns promptly and professionally.

Qualifications

• Experience supervising guest service staff or similar roles.
• Strong leadership and customer-service mindset.
• Ability to work variable schedule including weekends and holidays.
• Excellent written and verbal communication skills.

Responsabilités

• Supervise, mentor, and schedule guest service representatives and night audit staff.
• Maintain OPERA PMS proficiency for reservations, check-ins, billing and room inventory.
• Resolve guest complaints and escalations promptly and professionally.
• Ensure compliance with Holiday Inn and IHG brand standards, service metrics, and safety protocols.
• Train team on Guest Love, IHG One Rewards enrollment, and service delivery.
• Manage daily cash postings and reconciliations.

Connaissances

Leadership

Communication

Problem Solving

Flexibility

Outils

OPERA PMS

Description du poste

Holiday Inn Fargo (Brandt) is seeking a Guest Service Manager to lead front-desk operations and guest relations from arrival to departure, ensuring world-class hospitality across shifts. This role requires supervising guest service staff, managing night audit, and maintaining brand-standard service metrics.

You will utilize OPERA PMS for reservations, check-ins, billing, and inventory, while resolving guest concerns promptly and professionally.