Guest Services Manager

Study Hotels; Philadelphia (Philadelphia County); On-site; USD 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a passionate Guest Services Manager to elevate the guest experience at a vibrant hotel in the heart of Philadelphia. This role is perfect for energetic individuals who thrive in a dynamic environment and are committed to providing exceptional service. You will lead a team of Guest Service Agents, ensuring that every guest feels valued and welcomed. With a focus on community and connection, this position offers the chance to make a meaningful impact in a beautifully designed hotel that emphasizes local flavor and hospitality. Join a team that values your skills and dedication to guest satisfaction!

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Paid Time Off

401(k) Plan

Employee Assistance Program

Qualifications

• Minimum of 2 years of related experience in hospitality or customer service.
• Excellent verbal and written communication skills required.

Responsibilities

• Supervise Guest Service Agents and ensure guest satisfaction.
• Handle guest check-ins, check-outs, and reservations efficiently.
• Resolve guest complaints and billing issues promptly.

Skills

Customer Service

Communication Skills

Organizational Skills

Problem Solving

Multi-tasking

Education

High School Diploma or GED

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Job description

The Study at University City is currently seeking a Guest Services Manager to join our team. The Study at University City, featuring our Co-Op Restaurant where local flavor and regional cooking with an emphasis on community come together. Our caring and attentive associates reinforce our principal belief that guest service is our highest priority. We have opportunities for energetic, service-oriented individuals who are experienced in providing efficient service and memorable experiences.

The Guest Services Manager acts as a representative of the hotel by providing the highest quality of service to our guests. The Guest Services Manager will be responsible for supervising the Guest Service Agents and ensuring guest satisfaction under the guidance of the Director of Front Office alignment with Study brand standards.

Responsibilities:

• Provide the highest and most efficient level of hospitality service expected by our guests.
• Possess and provide excellent oral and written communication skills and be capable of providing clear and concise direction.
• Checks in and checks out guests.
• Registers arriving guests and assigns rooms.
• Makes reservations.
• Answers and transfers telephone calls.
• Answers inquiries about the hotel and surrounding areas.
• Resolves billing issues.
• Attends to and resolves guest complaints.
• Provide on-going supervision and training for the guest service agents and front office supervisors.
• Handles cash.
• Perform accordingly to the company handbook in regard to policies, procedures and regulations.
• Ensure total awareness of in-house VIP’s and review with guest service agents.
• Create a team-oriented environment to achieve and exceed expectations.

Fundamentals:

• Education: High school diploma or general education degree (GED).
• Experience: A minimum of 2 or more years of related experience.
• Have a working knowledge of Microsoft Outlook, Word and Excel.
• Flexibility to work any shift including evenings, weekends and holidays.
• Excellent verbal and written interpersonal communication skills.
• Proficiency in English required. A second language is desirable.
• Strong organizational skills including follow up, time management, ability to multi-task and manage multiple priorities in a fast-paced environment.
• Ability to positively communicate and interact with all hotel departments.
• Ability to grasp, lift and or carry, or otherwise, move goods weighing a maximum of 50 lbs.
• Ability to stand for long periods of time.

Please include your resume. Local candidates strongly preferred.

About Us

The Study at University City, the second property of the Study Hotels brand, is located at the crossroads of the University of Pennsylvania and Drexel University in the heart of University City in Philadelphia, PA.

The 212-room hotel features areas of discovery and connection placed throughout for purposeful guest interaction, including three custom designed museum cases showcasing artifacts from nearby museums, custom writing desks complete with postcards to encourage guests to connect with family and friends postage free, and a European-inspired café. Guest rooms and public spaces are designed around a bright, uplifting palette, reflective of contemporary residential living.

The Study at University City offers CO-OP Restaurant & Lounge, an energetic restaurant featuring great food and spirited hospitality positioned at the bustling corner of 33rd and Chestnut Streets.

Eligible full-time team members are offered a comprehensive benefit package including medical, dental, vision, life and disability insurances, paid time off and paid holidays. Team members are eligible to participate in our 401(k) plan and Employee Assistance Program.

Study Hotels is an Equal Opportunity Employer and does not discriminate on the basis of age, race, religion, disability, nationality, sex, sexual orientation, or any other category protected by federal, state, or local law.

Study Hotels: EOE/M/F/V/D/Drug free