Guest Services Manager

Shoreline-Inn; Muskegon (MI); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Medical insurance

Dental and vision coverage

401K

Paid training

Generous paid time off

Discounts on hotel stays

Job summary

Shoreline-Inn in Muskegon, MI is seeking a Front Desk Manager to lead guest services and front office operations. You will ensure smooth check-ins and check-outs, manage the guest service team, handle requests and respond to issues with a professional, guest-focused approach.

The role emphasizes maintaining a welcoming lobby, coordinating daily activities, and upholding service standards to deliver memorable experiences for guests.

Qualifications

• Basic computer skills.
• Reading and writing abilities.
• Basic math and cash handling.
• Ability to work varied schedule including nights, weekends and holidays.
• Ability to stand for long periods of time.

Responsibilities

• Create a positive, fun, safe and professional work environment.
• Establish clear performance expectations for staff.
• Conduct interviewing, hiring and new hire training to explain policies and use of systems.
• Schedules department staff, assigns work tasks and coordinates activities to ensure adequate and consistent levels of service.
• Observes performances to ensure adherence to hotel policies and procedures.
• Keeps records of room availability, guests' accounts and maintains emergency reports.
• Greet and acknowledge guests.
• Supervise and participate in daily operation of guest service duties, including reservations, check-ins/outs, and billing.
• Investigates and resolves guest complaints and concerns.

Skills

Guest service

People management

Communication

Problem solving

Tools

POS system

Job description

Are you looking for a position where you can highlight your personality to make a positive impact with guests and fellow employees?

The Hospitality industry is one of the fastest growing markets and we are currently looking for positive and professional Front Desk Manager to enhance our team.

The Front Desk Manager is responsible for managing guest and front office operations. They ensure guests are welcomed, have a smooth check-in, check-out process and all payments have been received. They also manage the guest service staff, lobby activities and respond to guest requests and complaints.

We are dedicated to giving our guests the highest standard of service. Consistent teamwork and personalized service are essential to this position to ensures our guests receive a long-lasting and memorable experience.

With a focus in hospitality, we strive to continuously support and strengthen our community. We are truly passionate about creating a diverse, positive and fun working environment for our associates that will encourage growth, loyalty and commitment.

Duties and Responsibilities:

• Create a positive, fun, safe and professional work environment
• Establish clear performance expectations for staff
• Conduct interviewing, hiring and new hire training to explain policies, procedures and use of systems
• Schedules department staff, assigns work tasks and coordinates activities to ensure adequate and consistent levels of service
• Observes performances to ensure adherence to hotel policies and established operating procedures
• Ensures that services meet customer expectations and the quality meets company standards
• Addresses concerns regarding work performance and personnel actions
• Conducts annual performance reviews for department staff
• Keeps records of room availability, guests' accounts and maintains emergency reports
• Tracks room revenue, occupancy percentages and other front office operating statistics
• Totals end of day reports to verify charges, payments and balance cash banks
• Greet and acknowledge guests
• Supervise, coordinate and participate in daily operation of guest service duties - Receives telephone calls, makes reservations, checks guests into and out of the hotel, collects payment and posts charges to accounts
• Provides support to the Sales Department by inputting rooming lists, issuing gift bags/package items and providing baggage handling
• Investigates and resolves complaints and concerns regarding guest services
• Assists with office operations such as coding invoices, approving payroll, filing, requisition of supplies and equipment and other clerical services
• Assists in the Market/Gift Shop by conducting inventory, ordering supplies, stocking and pricing items
• Stays up-to-date on industry trends and popular concepts
• Report to maintenance needed repairs or unsafe conditions
• Perform other duties as assigned

Requirements:

• Basic computer skills
• Reading and writing abilities
• Basic math and cash handling skills
• Ability to work a varied schedule including nights, weekends and holidays
• Ability to stand for long periods of time with or without reasonable accommodations

Skills and Abilities:

• Passion for service and helping people
• Problem solving, reasoning and time management abilities
• Initiative and willingness to learn
• Problem Solving - Identifies and resolves problems in a timely manner
• Reasoning - Uses reason and understanding when dealing with difficult situations
• Customer Service - Responds promptly to customer needs and solicits customer feedback
• Interpersonal Skills - Maintains confidentiality
• Oral Communication - Speaks clearly and confidently. Listens, ask questions and seeks clarification
• Written Communication - Writes clearly and informatively. Edits work for spelling and grammatical error
• Teamwork - Contributes to building a positive team spirit
• Ethics - Treats people with respect
• Organizational Support - Follows policies and procedures
• Planning/Organizing - Uses time efficiently
• Professionalism - Reacts well under pressure and accepts responsibility for own actions
• Quality - Demonstrates accuracy and thoroughness. Applies feedback to improve performance
• Quantity - Completes work in timely manner
• Safety and Security - Observes safety and security procedures. Uses equipment and materials properly
• Adaptability - Adapts to changes in the work environment. Able to deal with frequent change, delays, or unexpected events
• Attendance/Punctuality - Is consistently at work and on time
• Dependability - Follows instructions, responds to management direction
• Initiative - Asks for and offers help when needed
• Paid training
• Generous paid time off
• 401K
• Recognition awards
• Medical insurance
• Dental and vision coverage
• Short term disability, critical illness, accident coverage and life insurance
• Discounts on hotel stays

The statements here are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.

EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.

Hiring Manager(s) Hannah Tuttle, Kerah Plichta, Mary Beth Mierz, Stacy Ward

This position is currently accepting applications.