Guest Services Manager

Innisfree Hotels; Pensacola Beach (FL); Presencial; USD 40.000 - 65.000; Jornada completa

Descripción de la vacante

Innisfree Hotels, Inc. seeks a Guest Services Manager to oversee all guest services operations at the Hampton Inn Pensacola Beach. This role ensures exceptional guest experiences across Front Desk, Reservations, PBX, Bell staff, and transportation services.

You will lead a Front Office team, handle reservations and check-ins/check-outs, resolve guest issues, and implement rate and occupancy strategies while maintaining up-to-date knowledge of hotel products and policies.

Formación

• Degree or diploma in Hospitality Management, Business Administration, or related field.
• Minimum 1 year of experience in Front Office supervisory roles.
• Ability to work independently with minimal supervision.
• Excellent customer service skills.
• Excellent English communication (spoken and written).
• Strong attention to detail and multi-tasking ability.
• Team player with collaborative spirit.

Responsabilidades

• Oversee Front Office operations (Front Desk, Reservations, PBX, Bell staff) to ensure quality and guest satisfaction.
• Motivate and manage Front Office team to deliver high service standards.
• Greet guests, foster loyalty, and resolve complaints promptly.
• Handle check-ins/check-outs and guest billing with accuracy.
• Monitor arrival lists, VIP allocations, and room allocations; adjust rate strategies as needed.
• Takes reservations to maximize occupancy and revenue.
• Recruit and train new Front Office staff and ensure SOP knowledge.

Conocimientos

Hospitality leadership

Customer service

Staff management

Communication

Educación

Bachelor-level in Hospitality or Business

Herramientas

PMS software

Hotel reservation system

Descripción del empleo

Innisfree Hotels is an inclusive workplace that fosters a culture of care where employees genuinely matter, and their voices are heard.

Location:

Hampton Inn Pensacola Beach

The Guest Services Manager oversees all guest services operations, including Front Desk, Reservations, PBX, Bell staff, and transportation services to ensure quality and guest satisfaction. Must have thorough knowledge of property management software (PMS) or hotel reservation software.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Always approaches all interactions with guests and employees in a friendly and service-oriented manner by maintaining a positive demeanor.

• Promotes a positive and caring work environment by addressing and resolving any conflict in a calm and poised manner.

• Responsible for enhancing Customer Satisfaction by responding to Guest Feedback, Social Media Reviews, etc.

• Manages and motivates the Front Office team to provide a high standard of service for customers.

• Welcomes guests and fosters customer loyalty through his/her friendly manner.

• Handles any guest complaints or contentious issues that cannot be settled directly by team members and provides a fast solution.

• Oversees and supervises guest arrivalsand departureswith the front office executive.

• Takes reservations using the hotel reservation system, ensuring maximum occupancy and rates are met.

• Checks guests in and out, including preparation of guest bills and authorizing payments.

• Monitors allfloorexecutives to ensure maximum guest satisfaction through personal recognition and prompts cordial attention from arrival through departure.

• Reviews arrival list for all arrivals andVIPsto check roomallocations,amenitiesand special requests.

• Prepares room revenue andoccupancyforecastand takes action on rate strategies.

• Responsible for recruiting and hiring new team members for the Front Office.

• Integrates and trains employees while providing support for skills development.

• Ensures team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.

• Has a good knowledge of all systems and standard operating procedures of Front Office.

• Performs any other duties as assigned by management.

Qualifications

1. Degree or diploma in Hospitality Management, Business Administration, or related field.

2. Minimum 1 year of experience as an Assistant Front Office Manager, Assistant Front Desk Manager, or Front Office Supervisor.

3. Should be able to work independently and with minimum supervision.

4. Excellent customer service skills.

5. Ability to read, write, and speak effectively in English in order to communicate with guests and team members.

6. Have a strong attention to details.

7. Must be able to multi-task.

8. Must be a team player.

Innisfree Hotels will invest in you, if you invest in you. We are a fast-paced, expanding company and we need team members who thrive on challenge, seek responsibility and value our culture to lead us into the next generation of growth.