Guest Services Manager

The Dalmar & Element Hotel, as part of the Wurzak Hotel Group, is a dual-Branded Marriott Franchise property that is seeking a dynamic Guest Services Manager to provide service excellence to our guests. This position will directly supervise all Front Office personnel and ensure the proper completion of all Front Office duties as well as direct and coordinate the activities of the front desk, reservations, guest services, and telephone areas. We are looking for someone who is passionate about a career in the hospitality industry.

General Requirements

• Interview, select, train, schedule, coach, and support associates, ensuring they perform in accordance with established brand or hotel standards and consistent with company core values.
• Resolve guest complaints and concerns by conducting thorough research of the situation and determining the most effective solutions.
• Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.
• Participate in lobby ambassador and other activities related to interacting with guests on an individual level, thus creating a relationship and culture that will result in repeat stays.
• Oversee front office operations in the absence of the Front Office Manager or Director of Front Office.

• Ensure that team members are, at all times, courteous, friendly, helpful and attentive to all guest needs.
  
• Monitor all V.I.P. guests, amenities, and requests.
  

• Perform bookkeeping activities such as balancing accounts and conducting audits.
• Make and confirm reservations.
• Promote Wurzak Hotel Group and brand-specific marketing programs.
• Greet guests immediately upon arrival; register and assign guests to hotel rooms.
• Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate.
• Compute bills, collect payments, handle cash, and make change for guests.
• Close out guest accounts at time of check out. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
• Create specific, measurable, achievable, realistic, and timely action plans to remedy guest service deficiencies.
• Ensure hotel entrance, reception and other public areas are properly maintained in regard to cleanliness and appearance.
• Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
• Perform other duties as requested by management.

Education and Experience

• Associate degree in hospitality, business administration, or equivalent experience.  
• Two years of customer contact and supervisory experience in the hospitality industry.
• Luxury hotel experience preferred.
• Lightspeed experience preferred.
• Ability to understand and provide friendly guest service.
• Ability to correctly process check-ins and check-outs, answer questions, and resolve guest requests in compliance with policies and procedures and brand standards.
• Ability to processes guest bills and collects payments in compliance with cash handling, credit card processing and accounting policies and procedures.  
• Ability to compile facts/figures in a timely manner, identify and investigate issues, and resolve guest concerns, including measures relevant to guest recovery.
• Ability to operate a computer, calculator, phone and other office equipment.  
• Attention to details with good organizational and efficient time management skills.
• Consistently professional attitude and behavior with effective listening and communication skills.  
• Ability to work in a fast paced environment, sometimes under pressure, while remaining flexible and efficient and simultaneously handling competing and changing priorities.  

Our Perks

• Competitive Salary
• Paid Time Off
• Medical, Dental, Vision health insurance
• Robust supplemental insurance for Life, AD&D, Pets, legal and more
• Wellness programs for mental, physical, and financial wellness
• Hotel and travel discounts
• Generous retirement/401k benefits
• Education and professional development
• Employee luncheons and employee recognition programs

Who We Are

Wurzak Hotel Group (WHG) is a Philadelphia-based owner, developer, and operator of premium branded full-service, extended stay, and focus service hotels.  WHG’s core expertise is its unique ability to develop and operate hotels and food and beverage outlets in an entrepreneurial manner maximizing returns on the investment and developing long-term relationships with our guests.  

WHG has earned and maintains its competitive advantage by developing talent within the organization who embody the same entrepreneurial spirit of our leadership team and who seek to create value through tireless innovation, tight focus on the operational details, and uncompromised guest satisfaction.  Wurzak Hotel Group has a proven track record of developing and managing hospitality assets for over 30 years and continues to be recognized as one of the region’s top hospitality companies.

WHG is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture where all our team members can thrive. We have a zero-tolerance policy for workplace discrimination on the basis of someone’s race, gender, disability, or any other basis protected under federal, state, or local laws.

EEO m/f/d/h