Guest Services Manager

crestline-external; Washington (District of Columbia); On-site; USD 80,000 - 90,000; Full time

Benefits offered by this job

Health and Welfare plans

Competitive Paid Time Off

401k Savings Plan with Company Match

Travel Discounts

Job summary

Crestline Hotels & Resorts is seeking a Guest Services Manager in Washington, DC. The role involves overseeing all activities in Guest Services departments, ensuring high standards of service and staff development.

The ideal candidate will have at least 2 years of management experience, excellent leadership skills, and proficiency in hotel information systems. The position offers competitive benefits including health plans, paid time off, and travel discounts.

Qualifications

• Minimum of 2 years management experience in various Rooms Division positions.
• Familiarity with Microsoft Office preferred.
• Experience with hotel information systems is required.

Responsibilities

• Assist in planning and coordination of Guest Services.
• Monitor guest comments and ensure satisfaction.
• Conduct performance evaluations for departmental employees.
• Prepare departmental financial and payroll forecasts.
• Facilitate departmental strategic planning meetings.

Skills

Leadership

Communication

Customer Service

Team Development

Microsoft Office

Education

High School Graduate

Tools

Hotel Information Systems

Job description

This position is an overtime exempt role (OEM) with a projected salary range of $80,000-$90,000 per year.

Overview

The Guest Services Manager will assist in the planning, direction, coordination and execution of all activities and personnel within the Guest Services departments to include: Guest Services, bell/door, PBX, concierge (if applicable). The Guest Services Manager is responsible for ensuring that all Guest Services activities are carried out professionally, to standards and at the highest level of service. The Guest Services Manager will achieve desired outcomes through assisting in the creation, development and maintenance of a competent, motivated and empowered staff. The Guest Services Manager will effectively lead, train, coach, motivate, engage and provide feedback to the Guest Services staff on a daily basis.

Key Duties & Responsibilities

• Leadership / Mentoring role for Hotel's Guest Services employees.
• Maintain complete knowledge of all Guest Services department policies/service procedures.
• Maintain complete knowledge of: a) all hotel features and services b) all room types,
• rates, special package and promotions c) daily arrivals / departures / room availability d) scheduled in-house group activities
• Complete daily walk-through of Guest Services department areas observing the following and instructing designated personnel to rectify any organization deficiencies: Staffing -numbers, appearance, attitude Operational cleanliness and maintenance Service -appearance, merchandising, attitude General crispness, quality and consistency of operation Storage areas -organization, cleanliness, inventories and care of equipment Review and respond to daily operational demands as it relates to the hotel.
• Prepare weekly, monthly, quarterly and yearly departmental financial and payroll forecasts.
• Monitor and handle guest comments.
• Monitor security of public areas of the hotel.
• Establish par levels for supplies and equipment. Monitor effectiveness of departmental staffing guide Provide training, development, professional discipline, and positive support for all department employees to ensure qualitative standards and growth, depth and development.
• Monitor interviewing and selection of all departmental positions to ensure consistency in administering direction, development of quality, depth and growth, and maintenance of positive motivation, morale and efficiency.
• Create and maintain a quality, professional work environment.
• Administer performance evaluations for all departmental employees.
• Anticipate guests and employees needs and respond promptly.
• Promote positive guest relations at all times.
• Conduct pre-shift meeting to review information pertinent today's business.
• Facilitate departmental strategic planning meetings.

Education and Experience

• High School Graduate.
• Minimum of 2 years management experience in various Rooms Division positions.
• Computer skills required. Familiarity with Microsoft Office preferred. Experience with hotel information systems is required.

Crestline Hotels & Resorts is an Equal Opportunity Employer/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, sexual orientation, gender, identity, or disability status.

From basic benefits to added advantages, Crestline Hotels & Resorts does what it takes to take care of our Associates—both in and outside of work. Benefits include Health and Welfare plans to include Medical/Dental/Vision options, Competitive Paid Time Off, 401k Savings Plan with Company Match, Volunteer Opportunities, Educational Assistance, Travel Discounts, and more! *Benefits may vary depending on location. *No application deadline. All positions posted on an on-going basis until filled*