Guest Service Manager

Guest Service Manager

Department - Executive Office

Reports to - General Manager

What's the job?

As a key member of the property leadership team, the Guest Service Manager works closely with the General Manager to oversee and guide the total operations of the property. You will be responsible for assisting with the overall performance of the property's operations, including (but not limited to) guest satisfaction, brand quality assurance, budget, labor, and personnel management. As Guest Service Manager, you support the successful execution of all operational departments in the hotel which may include Front Office, Housekeeping, Complimentary Breakfast and Engineering/Maintenance.

The Guest Service Manager will be the champion of the hotel's operations and serve as an extension of the General Manager in their absence.

Your day-to-day

Guest Experience

• Ensure the hotel exceeds Opal goals and brand standards for guest satisfaction and service.
• Collaborate with colleagues and hotel team members to establish and implement services and programs that meet or exceed guest expectations.
• Serve and build relationships with guests - ask for their feedback and show them hospitality
• Represent and build the hotel's online reputation on review sites
• Communicate daily activity and guest feedback with all other hotel department managers.
• Serve and build relationships with guests - ask for their feedback and show them hospitality.

Leadership

• As Guest Services Manager, you will have a comprehensive and authoritative knowledge of the entire Front Desk area.
• Motivate, coach / mentor, and train front of the house team members, set goals and hold team members accountable.
• Provide feedback, rewards, and recognition to team members.
• Develop programs and initiatives to increase team engagement that are aligned with the service philosophy.
• Develop, implement and monitor team member succession planning to ensure future bench strength.
• Oversee HR related actions in accordance with rules and policies.
• Demonstrate a high level of integrity, take ownership of personal and team actions, communicate effectively, promote collaboration, nurture a positive, professional work environment and adhere to Opal's Standard Operating Procedures.
• Perform other duties as assigned. May also serve as manager on duty, breakfast host, and/or Sales Manager.

Revenue Generation

• Aggressively pursue revenue goals, effectively utilize yield management and revenue maximization tools, and prepare and manage the annual budget to attain financial goals.
• Analyze financials to drive revenues and occupancy, future profitability and maximum return on investment.
• Aggressively and effectively manage rates across distribution channels and technology platforms to drive revenue and maximize market share.
• Work closely with the sales team to capitalize on all revenue opportunities.

Cost Control

• Effectively manage and control all operational expenses, including front desk, breakfast area, labor, overtime, food and market, supplies, etc., enforce Opal's procurement guidelines.
• Continually seek and implement cost saving strategies.
• Develop and carry out action plans to be environmentally conscious by taking steps to reduce the hotel's carbon footprint.

Requirements

• High school diploma or higher-level education
• 2 years hotel front office experience with 1 year of supervisory experience preferred
• Must be a strong leader, self-motivator, team builder and willing to work 50+ hours per week with flexibility (minimum 5 days per week).
• Must speak fluent English (other languages preferred)

Specific Requirements

• Send a daily end of the day activity and accomplishment email to the General Manager and a copy to the Opal Director of Operations.
• Be proficient on the use of the property management system, accounting system, and facilities management software; train front desk personnel on the systems.
• Have a good understanding of all of hotel operating procedures.
• Enforce all existing and new policies and procedures with Front Desk and breakfast area staff.
• Maintain proper staffing in all Front Desk areas and the breakfast area according to occupancy levels.
• Conduct regular performance reviews and provide feedback to…