Job Summary:
The Guest Services Manager is a pivotal role in delivering an exceptional customer experience, acting as the primary point of contact for internal and external guests. This position requires effective leadership skills to manage Front Office operations, maintain accurate guest room inventory records, and provide top-notch service.
About the Role:
This key position oversees the day-to-day activities of the Front Office team, ensuring seamless execution of hotel operations. The ideal candidate will possess excellent communication skills, be adaptable, and have a passion for delivering outstanding customer service.
Key Responsibilities:
* Lead a team to deliver exceptional customer service
* Manage Front Office operations efficiently
* Maintain accurate guest room inventory records
* Coach and train employees to meet Hyatt Place Service Standards
* Perform tasks necessary to facilitate service
* Ensure all operations are conducted in accordance with policies and procedures
* Analyze and resolve guest complaints effectively
* Implement efficient staffing levels to meet customer service goals
* Take charge of hotel operations during senior leadership team absences
Qualifications:
What We Are Looking For:
* A relevant degree in Hospitality (desirable)
* Previous experience as Guest Services Manager or Team Leader in Front Office
* Essential experience using OPERA PMS
* Proficient in Outlook and Word
* Demonstrated leadership skills through training, motivating, and developing the Front Office team
* Excellent verbal and written communication skills
* Strong time management skills with the ability to handle multiple demands
* Adaptable and able to solve problems quickly
* Ability to provide and improve customer service with both internal and external customers
* A positive, enthusiastic attitude and flexibility to work a 24/7 roster