What are the responsibilities and job description for the Guest Services Manager position at East Mount Hospitality?
We are seeking a highly motivated and customer-oriented Hotel Guest Service Manager to lead and enhance the guest experience at our Radisson River Front Hotel. This role involves overseeing the guest services team, ensuring exceptional service delivery, and resolving any issues that arise during a guest's stay. The ideal candidate will be an excellent communicator, have strong leadership skills, and possess a passion for hospitality and guest satisfaction.
Key Responsibilities:
- Guest Experience Management:
- Supervise all front desk and guest services operations, ensuring guest satisfaction and timely service.
- Address guest concerns, feedback, and complaints, ensuring quick resolution and a positive guest experience.
- Maintain a welcoming, courteous, and professional demeanor to all guests.
- Ensure that guest rooms, common areas, and amenities are kept to the highest standard of cleanliness and service.
- Team Leadership & Training:
- Lead, mentor, and motivate the guest services team, ensuring they are well-trained and aligned with the hotel's service standards.
- Conduct regular performance evaluations and provide ongoing feedback to staff.
- Develop and implement training programs for new hires and existing staff, focusing on customer service excellence, operational procedures, and safety protocols.
- Operational Management:
- Coordinate with housekeeping, maintenance, and other departments to ensure smooth operations and efficient guest services.
- Oversee guest check-in/check-out processes, ensuring accuracy and efficiency.
- Manage room assignments, guest requests, and special accommodations.
- Ensure adherence to hotel policies, procedures, and standards.
- Guest Communication & Relationship Building:
- Establish and maintain strong relationships with repeat and VIP guests, ensuring personalized service.
- Communicate with guests regarding special promotions, hotel events, and any important changes or updates.
- Utilize feedback systems (surveys, online reviews, etc.) to monitor guest satisfaction and implement improvements where necessary.
- Administrative Tasks:
- Prepare and submit daily, weekly, and monthly reports on guest satisfaction, team performance, and operational issues.
- Assist with budgeting and managing guest service department expenses.
- Handle billing, reservations, and other administrative duties as needed.
Qualifications:
- Education: High school diploma required; Bachelor’s degree in Hospitality Management, Business Administration, or a related field preferred.
- Experience: Minimum of 3-5 years of experience in a hotel guest services or front desk role, with at least 1-2 years in a supervisory or managerial position.
- Skills:
- Strong leadership, communication, and interpersonal skills.
- Exceptional problem-solving and conflict resolution abilities.
- Proficient in hotel management software (e.g., Opera, Maestro, or similar).
- Strong organizational skills and attention to detail.
- Ability to work in a fast-paced, dynamic environment.
Physical Requirements:
- Flexibility to work various shifts, including nights, weekends, and holidays.
Benefits:
- Competitive salary and performance-based incentives.
- Health insurance.
- Paid time off and holiday pay.
- Employee discounts and perks at Choice Hotels and partner properties.
- Ongoing professional development and training opportunities.
Radisson Riverfront Cincinnati is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Job Type: Full-time
Pay: $45,000.00 - $50,000.00 per year
Schedule:
- Evening shift
- Holidays
- Morning shift
- Night shift
- Overnight shift
Work Location: In person
Salary : $45,000 - $50,000
