Guest Service Manager

Guest Service Manager

Manage front desk operations according to brand/hotel and sustainability standards, ensuring a guest friendly atmosphere and effective supervision of associates.

Director of Guest Services - Assistant General Manager - General Manager

Essential Job Functions

• Interview, select, train, schedule, coach and support associates, ensuring they perform in accordance with established brand or hotel standards and consistent with HHM core values.
• Evaluate employees' job performance and conformance to regulations and recommend appropriate personnel action.
• Review records or reports pertaining to activities such as occupancy, payroll, and guest service scores to verify details, monitor work activities, evaluate performance and make recommendations for improvements.
• Be aware of and communicate guest service scores to drive improvement and higher guest satisfaction.
• Interpret and communicate work procedures and company policies to staff.
• Prepare and issue work schedules, deadlines, and duty assignments for front office staff.
• Analyze financial activities of department and provide input into budget planning and preparation processes.
• Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work.
• Follow sustainability guidelines and practices related to HHM's EarthView program.
• Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
• Ensure overall guest satisfaction.
• Perform other duties as requested by management.

Position Requirements

• High School diploma or equivalent preferred.
• Previous front desk experience equivalent training required.

Work Environment and Context

• Work schedule varies and may include working on holidays and weekends.
• Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching, stooping, kneeling, or crouching.

What We Believe

People Are Our Capability – Hearts That Serve – Only Excellence – Stay Nimble - Own It