Guest Service Manager

General Hotels Corporation; Viera (FL); On-site; USD 50,000 - 75,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

On-demand pay

Employee Assistance Program

401(k) with match

Paid time off

Job summary

General Hotels Corporation in Florida is seeking a Guest Service Manager to lead front desk operations, ensure quality service and a stellar guest experience, and supervise the Guest Services team as part of the property's senior leadership.

You will collaborate with sales and other departments, manage scheduling and daily/weekly reporting, monitor guest feedback and brand standards, and mentor staff to uphold cleanliness and hospitality excellence.

Qualifications

• Experience in hotel housekeeping and front desk supervisory positions.
• Need to be guest-focused with problem-solving skills during challenging times.
• Ability to multitask and make quick, sound decisions.
• Experience with PMS computer systems is required.
• Strong guest relations skills are required.
• Budgeting and P&L experience is preferred.
• Must have a valid driver’s license and current insurance.
• Fluency in English; Spanish bilingualism is a plus.
• Reliable transportation; ability to work evenings and weekends.

Responsibilities

• Oversee all operations for Rooms and Guest Services; ensure quality service and guest satisfaction.
• Provide orientation, training and ongoing coaching for staff; mentor team members.
• Support department managers with staffing, direction, and customer service; maintain cleanliness.
• Collaborate with departments including Sales to manage occupancy and group blocks.
• Participate in Revenue Management meetings and forecast revenue outcomes.
• Monitor expenses, budgeting and brand standards; approve invoices.
• Ensure compliance with wage-hour laws and health and safety regulations.

Skills

Guest relations

Front desk supervision

Leadership

Multitasking

Problem solving

Communication

English fluency

Education

Associate’s Degree in Hospitality

Tools

PMS systems

Job description

The Guest Service Manager will manage Front Desk operations to ensure quality service and standards while delivering a stellar guest experience. They will directly supervise the Guest Services team. This position reports directly to the General Manager and is part of the property’s Senior Leadership Team.

DUTIES AND RESPONSIBILITIES

• Oversee all aspects of the 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 but not limited to greeting guests, covering shifts, providing direction, and overseeing all aspects of customer service and property cleanliness.
• Work closely with all departments of the hotel to ensure group, guest and employee satisfaction.
• Address team member and guest complaints and advise the General Manager about appropriate corrective actions taken.
• Work to ensure guest billing is accurate; complete daily, weekly, and monthly accounting responsibilities.
• Work closely with Sales Department to manage occupancy and group room blocks, balancing room type availability.
• Participate in weekly Revenue Management Meetings.
• Complete weekly room and public space inspections with the Executive Housekeeper.
• 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.

JOB REQUIREMENTS

• 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

BENEFITS

• Medical, Dental, and Vision Insurance Options
• Company Paid Life Insurance
• Company Paid Telemedicine
• Supplemental Life Insurance
• 401(k) with company match
• Earned Wage Access ("on-demand pay")
• Company Paid Employee Assistance Program
• Perks through Benefit Hub
• Generous Time Off Package

General Hotels Corporation is committed to enriching lives through award-winning hospitality. GHC is one of the largest hotel management companies headquartered in the Midwest, with a 60+ year history of providing excellent guest service. We recognize that our associates are the key to our continued success and have a long history of promoting from within.

General Hotels Corporation is an equal opportunity employer. We participate in E-Verify to confirm employment eligibility.