Guest Service Manager

We are looking for a Guest Service Manager to make our guests feel welcome and ensure their pleasant and comfortable stay at our hotel. Quarterly Bonus program!

LOCATION:
Homewood Suites TechRidge Parmer at I-35
13001 Center Lake Dr, Austin, TX 78753-1014

POSITION: Guest Service Manager

REPORTS TO: Assistant General Manager / General Manager

DIRECT REPORTS: Front Desk Agents / Night Auditors / Breakfast

WHY WORK FOR US?

• Quarterly Bonus Program with Competitive Salary
• Vacation / Sick / Bereavement / Holiday Pay
• Health/Vision/Dental Insurance
• Life / STD Insurance
• 401k Program
• Employee Discounts (Brand Hotels & Company Hotels)
• Free, Third-Party Employee Assistance Program (personal and professional)

WHAT IS THE ROLE OF A GUEST SERRVICE MANAGER?

Guest Service Manager responsibilities include greeting guests as they arrive, coordinating their check-ins to assigned rooms and informing them about the hotel’s facilities. You will make sure our front-desk staff offer stellar customer service and provide memorable hospitality experiences for our guests. If you have previous hospitality experience and are familiar with hotel procedures, like bookings and check-in/check-out processes, we’d like to meet you. Our ideal candidates have a flair for communication, with the ability to resolve issues in a timely and accurate manner. Ultimately, you will manage guest services and our hotel’s image by answering guests’ requests and making sure our visitors are satisfied.

Responsibilities

• Provide upscale guest service experiences for clients throughout their stay
• Ensure clients are properly greeted upon their arrival
• Monitor daily bookings and ensure assigned rooms are prepared prior to check-in
• Oversee check-in and check-out procedures, including reservations and financial transactions
• Promptly address guests’ requests
• Actively listen to and resolve complaints
• Ensure special guests, like disabled people, elderly, children and VIPs, receive personalized services
• Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns
• Inform clients of our hotel services, including breakfast and dining options
• Promote all hotel amenities, conveniences and programs offered
• Manage the front desk staff to ensure we comply with all standards and operating procedures
• Appraise team’s performance and produce regular reports
• Liaise with Housekeepers to provide an overall comfortable guest experience
• Examine daily duties, assign tasks and check on progress
• Analyze customer feedback from hotel guestbook and online reviews and suggest ways to improve ratings
• Recommend local tourist spots, including places to dine, shop and sight-see
• Establish friendly relationships with regular hotel guests

Skills

• Understanding of all hotel management best practices and relevant laws
• Hands-on experience with Hotel Management software (PMS)
• Proficiency in English; knowledge of other languages is a plus
• Customer service drive with outstanding communication and active listening skills
• Excellent problem-solving and multitasking skills
• Leadership skills along with the ability to motivate a team into high performance
• Ability to work flexible hours
• Strong sense of responsibility and a professional presentation

Job Type: Full-time

Pay: From $36,000.00 per year

Benefits:

• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 10 hour shift
• 8 hour shift
• Monday to Friday
• Weekend availability

Supplemental Pay:

• Bonus pay

Ability to commute/relocate:

• Austin, TX 78753: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Hotel experience: 1 year (Preferred)

Work Location: One location