Guest Services Manager

West Street Hotel; Bar Harbor (ME); On-site; USD 50,000 - 70,000; Full time

Job summary

A leading hotel is seeking an experienced Guest Services / Operations Manager to join their team. This role involves managing guest satisfaction, overseeing operations, and ensuring high service standards are met. The ideal candidate will have a strong background in hospitality management and a commitment to enhancing the guest experience through proactive service and leadership.

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

401(k)

Short Term Disability

Free Associate Parking

Free Meal for every shift worked

25% Discount on Resort Outlets

Friends and Family Discount

Qualifications

• Minimum 2 years' experience in guest services or related fields.
• Intermediate knowledge of overall hotel operations.
• Ability to create SOPs and checklists for operational efficiency.

Responsibilities

• Oversee front desk, concierge, and bell staff to ensure optimal guest service.
• Handle guest complaints and resolve issues promptly.
• Assist in interviewing, training, and scheduling of staff.

Skills

Customer Service

Leadership

Guest Relations

Problem Solving

Education

Associate or Bachelor’s degree preferred

2-year degree in Hotel Management, Hospitality, Business Administration, or related major

Job description

We are looking for an experienced Guest Services / Operations Manager to join our team at Cirque St Armands. This is a great opportunity to be part of an organization that believes our team members are our most important resource and therefore takes great pride in individuals that help us achieve our resorts mission.

The incumbent is required to have previous Managementexperience in to be considered for this position.

Responsibilities

Assisting the Operational and Financial Management of the Property

• Interview, select, train, schedule, coach and support associates, ensuring they perform in accordance with established brand or hotel standards and consistent with our core values.
• Ability to create new SOP's and checklists to ensure operations are running as a whole
• Oversee front desk, concierge, and bell staff to ensure an optimal level of service and hospitality are provided to hotel guests.
• Work closely with all department head to ensure operations and the guest experience issmooth and efficient
• Be aware of guest satisfaction scores and brand standards and work toward increasing departmental and overall guest satisfaction.
• Monitor and maintain the front office systems and equipment to ensure optimum performance.
• Create specific, measurable, achievable, realistic, and timely action plans to remedy guest service deficiencies.
• Handle guest complaints and resolve issues in a timely manner
• Perform other duties as requested by management, and needed for the department

Managing the Guest Experience

• Extends professionalism and courtesy to guests at all times.
• Motivates and encourages staff to solve guest related concerns.
• Provides excellent customer service by being readily available/approachable for all guests.
• Takes proactive approaches when dealing with guest concerns.
• Assists employees in understanding guests ever-changing needs and expectations, and how to exceed them.

Qualifications:

• Associate or Bachelor’s degree preferred or
• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years’ experience in the guest services, front desk, housekeeping, or related professional area.
• Intermediate knowledge of overall hotel operations.
• Work schedule varies and may include working on holidays, weekends and alternate shifts.

Benefits:

• Health Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• 401(k)
• Short Term Disability
• Free Associate Parking
• Free Meal for every shift worked
• 25% Discount on Resort Outlets
• Hotel Discounts with OPL
• Friends and Family Discount

This is a great opportunity to be a part of an organization that believes our team members are our most important resource and therefore take great pride in selecting individuals that help us to achieve our company’s mission.

The company also conducts post-offer employment verifications, motor vehicle, and criminal background checks.

We are an Equal Opportunity Employer. This company does not and will not discriminate in employment and personnel practices on the basis of race, sex, age, handicap, religion, national origin or any other basis prohibited by applicable law.