Guest Services Manager

The Guest Services Manager directs and supervises the daily activities of the Guest Services team, such as assigning tasks and delegating work, monitoring workflow, reviewing work accuracy, and appraising work performance.

Perks & Benefits:

When you feel good, you do good. At Onni we put your health at the forefront and give you the choice to select a benefits package that best represents you. From no cost to $18, $44, or $112 per pay our PPO, HSA, and HMO have you covered. In addition, we offer:

• 3 weeks PTO

• Annual education allowance of up to $1,000

• Referral program

• Residential housing discount after 1 year of continuous employment

• Friends and family rates for our Hotel Properties throughout the company

What Will You Do?

• Supervises the front office to ensure that they are adhering to all property procedures, regulations and standards, while striving towards total guest satisfaction.
• Ensures smooth, efficient and professional operation of all front office operations.
• Ensures that all procedures and policies are in place and followed.
• Ensures smooth check-in and check-out of all guests through proper handling of guest accounts.
• Owns any guest requests and problems and satisfies their needs within acceptable guidelines.
• Performs all front desk functions when needed.
• Leads by example - provides gracious and aggressive hospitality towards all customers.
• Adheres to all policies, procedures and standards.
• Assists all associates with questions and or problems which might occur.
• Remains at front desk during peak hours to ensure efficient and smooth service is provided to all guests.
• Creates a productive and positive atmosphere; has a professional relationship with all associates and other departments.
• Empowers all associates to provide outstanding service by using their empowerment guidelines.
• Audits all work for accuracy and consistency on a regular basis.
• Coaches and counsels staff when appropriate.
• Completes work or special projects as assigned and makes sure due dates are met.
• Works together with staff on the same level; trains and retrains on aggressive hospitality skills, technical skills and communication skills.
• Stays informed of sales strategies, packages, promotions, and discounts; knows how they relate to other departments and how they are to be handled.
• Develops a thorough knowledge of products - property rooms, type of rooms, amenities, services of property, brand standards etc.
• Develops knowledge of frequent guests and their special requests and needs.
• Carries out, within capability, all reasonable requests by management.
• Collects monthly rent and other property fees from tenants.
• Investigates and resolves property complaints and rent agreement violations.
• Prepares weekly and daily reports by collecting, analyzing, and summarizing performance data.
• Oversees employee payroll information by correcting, calculating, and submitting hours to Payroll Clerk.
• Performs other duties as assigned.

What You Bring

• High school diploma or GED required.
• Bachelor’s degree in business administration, hospitality management, or hotel management.
• The ability to speak, read, and write the language used in the workplace and knowledge of one or more additional languages is preferred.
• A minimum of 5 years’ front desk experience as a hotel manager is preferred.
• Proficiency in Excel, PowerPoint, and Microsoft Word and hospitality software.
• A proven track record of being able to lead a team and to multitask.
• Flexibility and a willingness to work beyond scheduled hours, including on weekends.
• An ability to identify areas in need of change or improvement to offer guests an excellent hotel experience.
• Understanding of and compliance with hotel policies and regulations and communicating these clearly to the staff.