Guest Experience Manager - Front Desk & Services

General Hotels Corporation; Lawrence (IN); On-site; USD 42,000 - 66,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

401(k) with company match

Earned Wage Access ("on-demand pay")

Company Paid Life Insurance

Company Paid Telemedicine

Generous Time Off Package

Job summary

General Hotels Corporation seeks a Guest Service Manager to oversee Front Desk operations, ensuring quality service and a stellar guest experience while supervising the Guest Services team reporting to the General Manager.

You will mentor staff, coordinate with Sales and other departments to maximize satisfaction, manage scheduling, and ensure compliance with wage-hour laws and safety standards. PMS experience and English fluency are required; Spanish a plus.

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 all aspects of the operation and service for the Rooms and Guest Services Departments.
• Provide mentoring, coaching and regular feedback to help improve team member performance and morale.
• Work closely with all departments of the hotel to ensure guest and employee satisfaction.
• Address team member and guest complaints and advise the General Manager about corrective actions taken.
• Complete accurate monthly forecasting for each of the department's revenue outlets.
• Monitor budget and control expenses with a focus on room rate, guest service scores and labor cost.
• Review and approve all product invoices before submitting to accounting department. 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 responsibility for monthly scheduling of managers on duty.
• Ensure that all legal requirements are consistently adhered to including wage & hour laws and federal, state & local laws pertaining to room safety & sanitation.
• Ensure compliance with all federal, state and local regulations concerning health, safety, or other requirements.

Skills

Guest relations

Multitasking

Problem solving

Team leadership

Customer service

Education

Associate's Degree in Hospitality

Tools

PMS software

Job description

General Hotels Corporation seeks a Guest Service Manager to oversee Front Desk operations, ensuring quality service and a stellar guest experience while supervising the Guest Services team reporting to the General Manager.

You will mentor staff, coordinate with Sales and other departments to maximize satisfaction, manage scheduling, and ensure compliance with wage-hour laws and safety standards. PMS experience and English fluency are required; Spanish a plus.