Guest Service Manager

HHM Hotels; Deerfield Beach (FL); On-site; USD 42,000 - 64,000; Full time

Job summary

HHM Hotels in Deerfield Beach, FL, seeks a Guest Service Manager to oversee front desk operations, mentor associates, and ensure guest-friendly service in line with brand and HHM EarthView sustainability standards.

The role involves staffing, performance reviews, budgeting input, safety compliance, and driving guest satisfaction while coordinating with management on budget and protocol.

Qualifications

• High School diploma or equivalent preferred.
• Previous front desk experience or equivalent training required.

Responsibilities

• Interview, select, train, schedule, coach and support associates to meet brand and HHM standards.
• Evaluate employees' performance and enforce regulations; recommend personnel actions as needed.
• Review occupancy, payroll and guest service scores to monitor performance and propose improvements.
• Communicate guest service scores to drive improvements and higher satisfaction.
• Explain work procedures and company policies to staff.
• Create and issue front office work schedules and assignments.
• Analyze departmental finances and contribute to budget planning.
• Assist subordinates to maintain productivity and handle difficult tasks.
• Follow HHM EarthView sustainability guidelines in daily work.
• Maintain safe work practices and comply with MSDS/OSHA standards.
• Ensure overall guest satisfaction.
• Perform other duties as assigned by management.

Skills

People management

Staff training

Scheduling

Coaching

Front desk operations

Customer service

Education

High School diploma or equivalent

Job description

Opportunity: Guest Service Manager Manage front desk operations according to brand/hotel and sustainability standards, ensuring a guest friendly atmosphere and effective supervision of associates.

Potential Career Path Director of Guest Services - Assistant General Manager - General Manager

Essential Job Functions

• Interview, select, train, schedule, coach and support associates, ensuring they perform in accordance with established brand or hotel standards and consistent with HHM core values.
• Evaluate employees' job performance and conformance to regulations and recommend appropriate personnel action.
• Review records or reports pertaining to activities such as occupancy, payroll, and guest service scores to verify details, monitor work activities, evaluate performance and make recommendations for improvements.
• Be aware of and communicate guest service scores to drive improvement and higher guest satisfaction.
• Interpret and communicate work procedures and company policies to staff.
• Prepare and issue work schedules, deadlines, and duty assignments for front office staff.
• Analyze financial activities of department and provide input into budget planning and preparation processes.
• Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work.
• Follow sustainability guidelines and practices related to HHM’s EarthView program.
• Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
• Ensure overall guest satisfaction.
• Perform other duties as requested by management.

Position Requirements

• High School diploma or equivalent preferred.
• Previous front desk experience equivalent training required.

Work Environment and Context

• Work schedule varies and may include working on holidays and weekends.
• Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching, stooping, kneeling, or crouching.

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