Guest Services Manager - Delta Baltimore North, Baltimore MD

Hotel Equities, a multi-award‑winning hotel development and hospitality management company, is currently searching for a remarkable Guest Services Manager for Delta Baltimore North in Baltimore, MD
.

Maintain a high quality of services offered to guests through management of front service team members as to maintain established operational standards of the hotel.

• Assists in the execution of reservation responsibilities including but not limited to making/updating/cancelling reservations, returning phone calls/email, and entering/updating group rooming lists and blocks.
• Increases level of guest satisfaction by delivery of an improved product through employee development, job engineering and quality image.
• Fields guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listens and extends assistance in order to resolve problems.
• Assists front desk agent, concierge, bell attendants, and front office manager with the execution of their duties as needed.
• Due to the nature of the hospitality industry, employees are required to work varying schedules to reflect the business needs of the hotel.
• Serve as manager on duty.
• Monitor department supplies.
• Monitor hotel e‑mails.

• Assist other departments as directed.

• Must have ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information, and resolve conflicts.
• Basic mathematical skills necessary to operate a cash register, make change, count total bank, prepare cash drops, and total all other charges.
• Ability to read, speak and understand the English language in order to communicate with guests.
• Ability to access and accurately input information using a moderately complex computer system.

Knowledge of Microsoft Office products.

• Assist in the supervision of front office, night audit and bell stand staff.

• High school diploma or equivalent preferred.
• Guest relations/service experience required. Hospitality experience preferred.
• Valid driver’s license required.

Frequency key: NEVER – 0 HOURS; RARE – UP TO 1 HOUR; OCCASIONAL – 1-3 HOURS; FREQUENT – 3-6 HOURS; CONSTANT – 6-8 HOURS.
Physical activity: SITTING RARE
WALKING FREQUENT
CLIMBING STAIRS OCCASIONAL
CROUCHING/BENDING/STOOPING FREQUENT
REACHING FREQUENT
GRASPING CONSTANT
PUSHING/PULLING OCCASIONAL
NEAR VISION CONSTANT
FAR VISION CONSTANT
HEARING CONSTANT
TALKING CONSTANT
SMELL OCCASIONA
TASTE RARE
LIFTING/CARRYING (up to 50 lbs) FREQUENT
TRAVEL RARE

• Operation of computer, telephone, two‑way radio.

Wage range: $19.50 - $21 per hour.

• Team driven and values based culture
• Medical/dental/vision
• Vacation & holiday pay
• Employee assistance program
• Career growth opportunities/manager training program
• Reduced room rates throughout the portfolio
• 401(k) with company match
• Employee discount
• Referral program