Guest Service Manager
About The Position
ABOUT US Crystal Creek Hospitality is a collection of independently spirited and branded hotels focused on remarkable hospitality™. We see every day as an opportunity to enrich the lives of our employees, guests, and communities. Our vision, mission, values and commitments are at the core of every decision we make and every person we hire. No heroes, no egos–just a diverse group of individuals with solid relationships built on a foundation of trust that honors our employees, guests, and investors. OUR VALUES We Engage and We Listen We Care and We Own We Provide and We Ensure We Appreciate and We have Fun JOB OVERVIEW As the Guest Service Manager, you are responsible for all aspects of the front desk operations, including: reservations, check-ins, check-outs, upgrades, room moves, billing, and guest follow-up. You must maintain high standards in all aspects of internal and external service and embrace the Crystal Creek Hospitality service culture. You will oversee the front desk team. You are responsible for providing support and ongoing training to build the skills and knowledge of your team. You must ensure you and your team members maximize the guest experience by achieving all service standards, maintaining consistent quality of service, exceeding expectations, and efficiently completing departmental objectives.
Requirements
- Must have minimum of three-years front desk experience
- Strong background of supervisory experience
- Possess excellent verbal and written communication skills
- Proven track record resolving guest problems and expediting solutions
- Understand daily hotel operations and systems
- Must read, write and speak the English language. Bi-lingual Spanish preferred
- Flexible schedule during high business volume
Responsibilities
- Closely monitor front desk operations including: reservations, check-ins, check-outs, upgrades, room moves, billing, and guest follow-up
- Manage front desk team, including, scheduling/breaks, training, performance management, hiring, termination
- Create weekly staffing schedule per guidelines in the Employee Policy Guide. Review and adjust staffing daily to ensure optimum staffing levels
- Adhere to staffing and budget guidelines
- Assist in budgeting and monthly planning
- Ensure all service standards are met and adhered to
- Work seamlessly and communicate clearly cross-functionally
- Monitor guest accounts and room inventory
- Educated and familiar with local and area recreational, dining, and cultural activities and attractions
- Aligned with the culture, values, goals and human resource programs of the Crystal Creek Hospitality Brand
- Maintain a professional appearance and attitude at all times
- Comfortable using Property Management Systems and other pertinent software as assigned
- Oversee operation, inventory, and pricing at Lobby Market retail shop
- Assist in development and implementation of best practices, policies and procedures for Front Desk team
- Complete miscellaneous tasks as assigned
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
