Guest Services Manager

Guest Service Manager

• $17.00-$20.00 per hour PLUS Monthly Bonuses ($200-$800 a month)

At Best Western Plus Westgate Inn & Suites, we pride ourselves on providing amazing experiences for our guests and employees! We are committed to providing an unforgettable, luxury experience that truly exceeds our guests’ expectations.

Job Title: Guest Services Manager

Job Summary: Manages all duties of the front desk operation, including reservations and guest services. Responsible for staff training, inter-department communications, and staff scheduling. Maximizes revenue through cost control and proper front desk techniques.

Job Duties:

• Develop and lead a team of guest services representatives to provide an industry leading guest experience while staying at our hotel.
• Hires, trains, and disciplines staff. Determines work procedures and prepares work schedules to ensure the smooth operation of the front desk.
• Empowers front desk staff to successfully handle guest needs, special requests, and complaints. Ensures all guest service issues are resolved prior to guests leaving the property.
• Handles guest escalations in a way that preserves the guest experience while protecting the hotel’s revenue.
• Manage guest feedback from surveys, reviews, and social medial channels.
• Assist sales by developing a sales culture and training for front desk team. Manage conference room inquiries, quotes, tours, reservations, planning, and staffing for events.
• Trains front desk staff on proper revenue management procedures, including successful selling techniques, current specials and/or promotions, and rate structures.
• Performs administrative and financial duties such as daily reports, credit card reversals, rooming lists, and office supply inventory.
• Manages departmental expenses within budgeted guidelines.
• Performs other duties as assigned.
• Must be able to lift 50 pounds.

Qualifications:

• High school diploma or equivalent
• Previous front desk experience required. Previous hospitality management experience preferred.
• Superior customer service and public relations skills.
• Excellent organization and time management skills
• Ability to communicate clearly and effectively with guests, co-workers, and managers.
• Knowledge of Microsoft Office, Internet, and property management systems.
• Ability to work a flexible schedule, including weekends and holidays is REQUIRED.

Job Type: Full-time

Pay: $17.00 - $20.00 per hour

Expected hours: 40 – 48 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Monday to Friday
• Night shift
• Overnight shift
• Overtime
• Weekends as needed

Shift availability:

• Day Shift (Required)
• Night Shift (Required)
• Overnight Shift (Required)

Ability to Commute:

• Leland, NC 28451 (Required)

Ability to Relocate:

• Leland, NC 28451: Relocate before starting work (Required)

Work Location: In person

Salary : $17 - $20