Guest Service And Operations Manager

We are looking for Guest Services and operations manager who ensures a positive guest experience by overseeing front desk operations, managing staff, handling complaints, and coordinating with other departments to ensure seamless service and guest satisfaction.

Core Responsibilities:

· Guest Experience Management:

· Ensuring a positive guest experience: From check-in to check-out, the Guest Services Manager strives to create a welcoming and enjoyable environment for guests.

· Handling guest inquiries and complaints: They are the point of contact for guest issues and are responsible for resolving them promptly and effectively.

· Monitoring guest feedback: They track guest feedback (positive and negative) and use it to improve service and guest satisfaction.

· Maintaining a high level of visibility and availability to guests: They are readily available to address guest needs and concerns.

· Staff Management:

· Supervising and training guest services staff: They ensure that staff are well-trained and capable of providing excellent customer service.

· Motivating and developing staff: They create a positive and supportive work environment to foster employee engagement and performance.

· Operational Management:

· Managing front desk operations: They oversee the smooth functioning of the front desk, including check-in/check-out processes, reservations, and guest information.

· Coordinating with other departments: They work closely with other departments (e.g., housekeeping, concierge, restaurant) to ensure seamless guest service.

· Ensuring the reception and front desk areas are well-maintained and presentable: They maintain a clean and organized environment.

· Managing guest loyalty programs: They may be responsible for implementing and managing guest loyalty programs.

· Administrative Tasks:

· Preparing regular reports on guest feedback and departmental performance: They track key performance indicators and provide insights to management.

· Conducting regular staff meetings and training sessions: They keep staff informed and up-to-date on procedures and policies.

· Administrative work, to include making reservations, writing contracts, and keeping track of group revenue.

·

· Other Responsibilities:

· Greet and register guests

· Resolve customer complaints

· Trained new employees

· Analyse information provided by customers

· Conduct daily ambassador meetings

· Limit the guest's point of contact

Job Type: Full-time

Pay: From $60,000.00 per year

Benefits:

• 401(k)
• Health insurance

Schedule:

• Day shift
• Evening shift
• Holidays
• Morning shift

Work Location: In person