Guest Services Manager: Front Desk & Guest Experience

Shoreline-Inn; Muskegon (MI); On-site; USD 40,000 - 66,000; Full time

Benefits offered by this job

401K

Medical insurance

Dental and vision coverage

Short term disability

Critical illness coverage

Life insurance

Discounts on hotel stays

Paid training

Generous paid time off

Recognition awards

Job summary

Shoreline-Inn is seeking a Guest Services Manager to oversee guest and front office operations, ensuring a smooth check-in/check-out and timely payments. The role also manages guest service staff, lobby activities and responses to guest requests and complaints.

We emphasize a positive, professional work environment and a commitment to delivering a memorable guest experience through teamwork and personalized service.

Qualifications

• Experience in hospitality or guest services preferred.
• Ability to manage staff and front desk operations.
• Strong communication and problem-solving skills.

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

Skills

Customer service

Problem solving

Team leadership

Communication

Interpersonal skills

Time management

Adaptability

Job description

Shoreline-Inn is seeking a Guest Services Manager to oversee guest and front office operations, ensuring a smooth check-in/check-out and timely payments. The role also manages guest service staff, lobby activities and responses to guest requests and complaints.

We emphasize a positive, professional work environment and a commitment to delivering a memorable guest experience through teamwork and personalized service.