Guest Services Manager

Hospitality America, Inc.; Asheville (NC); Presencial; USD 50.000 - 70.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary bonus

Medical, Dental, Vision coverage

Paid holidays and vacation

401k Retirement Plan

Top Notch Training and Growth

Descripción de la vacante

Hospitality America in Asheville, NC seeks a Front Office Manager to lead the front desk team, train staff, and elevate guest experiences at Townplace Suites by Marriott Asheville West. You will drive check-in/check-out excellence and empower agents to deliver friendly, efficient service.

The role emphasizes mentorship, process implementation, and strong financial controls, with opportunities for growth and a competitive compensation package.

Formación

• Familiarity with hotel operations, including check-in/check-out procedures, room allocations, billing processes, and general hotel policies preferred.
• 1-2 years of customer service leadership preferred.
• Exceptional verbal and written communication skills.
• Ability to handle various responsibilities simultaneously, such as answering phone calls, managing guest requests, and coordinating with other departments.

Responsabilidades

• Lead the daily front desk operations to provide a superior check-in/check-out experience and meet guest needs with friendly service.
• Act as a problem solver for guests and empower front desk staff to do the same.
• Implement and maintain processes that meet or exceed guest satisfaction measures.
• Ensure front desk staff are trained in operations, policies, brand requirements, and customer service standards.
• Recruit, mentor, train, and support front desk staff to perform at their best.
• Provide regular development opportunities for front desk staff to improve leadership pipeline.
• Oversee cash, vouchers, inventories, and receivables financial controls.
• Produce accurate financial reports in a timely manner.
• Ensure personnel files comply with local and federal laws.

Conocimientos

Customer service leadership

Verbal communication

Written communication

Leadership

Descripción del empleo

Hospitality America is looking for a customer-focused, energetic leader who is ready to take their career to the next level as our new Front Office Manager at our Townplace Suites by Marriott Asheville West hotel. In this role, you’ll have the ability to lead and grow our front desk operations by training, coaching, and mentoring the front desk staff enabling them to provide outstanding guest experiences. If you thrive on connecting with people, making an impact while enjoying a competitive salary and benefits package, we want to talk to you.

About Us

At Hospitality America, we provide hospitality management services across all aspects of hotel management and operations through a principled approach that is guided by our values. What we call P.E.A.C.H.

PASSIONATE – Passionate with the spirit to serve.

EXCELLENCE – Committed to excellence that inspires results.

ADAPTABLE – Adjust, adapt, and overcome.

COMMUNITY – Creators of a collaborative community invested in growth.

HUMBLE – Humble, trustworthy, and transparent.

They guide how we work, who we work with, and how we achieve success for our partners and our internal community. Our people are the core to our success; therefore, we invest in employee training and development to ensure our communities and team members can thrive.

What you’ll do

• Lead the daily operations of the front desk by empowering all front desk staff to provide all guests with a superior check-in/check-out experience and that all guests’ needs are met with friendly and efficient service.
• Act as a problem solver for our guests providing win/win solutions and empower the front desk staff to do the same.
• Implement and maintain processes and procedures that meet or exceed hotel guest satisfaction measures.
• Ensure all front desk staff are trained in all front desk operations, hotel policies, brand requirements, and customer service standards.
• Recruit, mentor, train, and support all front desk staff enabling them to perform at their best.
• Provide regular development opportunities for front desk staff to improve our leadership pipeline.
• Oversee the financial control procedures for cash, vouchers, inventories, and receivables.
• Produce accurate financial reports in a timely manner.
• Ensure personnel files are accurate and comply with both local and federal laws and regulations.

Why Hospitality America:

• Competitive Salary and Bonus: We believe in recognizing and rewarding our team members for their hard work.
• Exciting and Fun Work Environment: Nobody wants to work in a dull and boring environment, join a team that believes you should enjoy coming to work every day!
• Top Notch Training and Growth Opportunities: We’ll make sure you have what you need to excel in your career!
• Medical, Dental, and Vision coverage.
• Paid holidays and vacation time.
• 401k Retirement Plan.

EDUCATION AND EXPERIENCE

• Familiarity with hotel operations, including check-in/check-out procedures, room allocations, billing processes, and general hotel policies preferred.
• 1-2 years of customer service leadership preferred.
• Exceptional verbal and written communication skills.
• Ability to handle various responsibilities simultaneously, such as answering phone calls, managing guest requests, and coordinating with other departments.

• Ability to cultivate a productive team that embodies PEACH.
• Ability to work in a fast-paced, dynamic environment.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to stand for prolonged periods of time.
• Must be able to lift up to 50 pounds.
• Must be able to navigate various departments of the organization’s physical premises.

TRAVEL:

Less than 5%

AFFIRMATIVE ACTION/EEO STATEMENT:

Hospitality America, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

ADDITIONAL INFORMATION:

This job description in no way states or implies that these are the only duties to be performed by the employee filling this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by management. Management has the right to add to, revise, or delete information in this job description. Reasonable accommodation will be provided to enable qualified individuals with disabilities to perform this position's essential functions.

This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.