Guest Services Manager - Fairfield by Marriott Warrensburg

Job summary

The Guest Service Manager is a critical member of our hotel’s management team, responsible for ensuring complete guest satisfaction throughout the entire guest experience. This position is responsible for managing the front office and breakfast operations and will also assist the General Manager and Director of Sales with group sales efforts, revenue management and maintaining excellent guest satisfaction metrics. The Guest Service Manager plays an important role in developing and maintaining a culture of service excellence based on the company’s mission and vision.  

TS2 Hospitality is actively developing multiple properties and welcomes the opportunity to meet you, learn about your career goals in hospitality and discuss future positions for these properties. To get the conversation started, apply using the link provided and we will be in touch!

Compensation & Benefits

• Competitive salary based on position and experience.
• Annual performance reviews.
• Quarterly bonus plan with revenue sharing and team performance incentives.
• Health, vision and dental insurance (full-time associates and managers).
• Paid vacation (full-time associates and managers).
• 24/7 telemedicine for employee and up to 7 family members (no cost to employees).
• 401(k) with 3% employer contribution (no employee match required).
• Up to $500 per year in tuition assistance.
• Hotel discounts for employee, family and friends through brand discount programs.
• Opportunities for promotions into senior leadership roles.

Job responsibilities

• Promote and model company culture centered around company mission and values.

• Work with and through associate team to ensure hotel consistently exceeds guest service expectations and anticipate, identify and resolve guest service issues.    

• Recruit, hire and train a team of guest service and breakfast associates who are properly trained in all aspects of front desk and breakfast responsibilities.
• Develop schedules for front desk and breakfast operations that include a substantial amount of time working with and training staff in-person.

• Cover front desk or breakfast shifts or double coverage shifts as needed based on staffing. 
• Assist sales and general manager in revenue-related activities including revenue management, analysis, sales lead generation, and group/event execution. 
• Oversee hotel accounting functions including cash handling, accounts receivable and billing. 

• Handle other responsibilities as needed/directed by hotel management.

Qualifications

• Flexible schedule (evening, weekend and holiday availability are required with the possibility of having to work or cover occasional overnight shifts).
• Passionate about delivering excellent guest service and working directly with guests to resolve issues or complaints.
• Excellent leadership and communication skills to ensure employees know what is expected of them and have the tools and training needed to accomplish it.
• Previous experience directly overseeing other employees is required.
• Previous experience working front desk at a hotel is preferred but not required with extensive leadership experience.
• Strong computer and organizational skills.
• Comfortable being on-call for employees when issues arise and able to cover shifts if employees aren’t able to report to work.
• Able to handle stressful, high-pressure situations and conflict in a calm, professional manner.
• Physically able to perform all responsibilities including but not limited to bending, stooping, kneeling, reaching, standing for extended periods and lifting up to 50 pounds. 
• Able to successfully pass a drug test and background check. 
• Physically able to perform all responsibilities including but not limited to bending, stooping, kneeling, reaching, standing for extended periods and lifting up to 50 pounds. 
• Able to successfully pass a drug test and background check. 

About TS2 Hospitality

TS2 Hospitality (www.ts2hospitality.com) is a family-owned, Kansas City-based hospitality ownership and management company with four hotels open and two more under development.  We are part of the larger Ehrhardt Properties hotel group with over 30 franchised hotels in Missouri, Illinois, Kansas and Oklahoma and a brand portfolio including Marriott, Hilton, IHG, Choice, and Wyndham. 

Our vision:  We deliver remarkable hospitality by encouraging excellence in each other.

Our values:  We are family | We are selfless servants | We own it | We will straight talk | We have fun!

Questions? Contact our recruiter Stacey Cowan at scowan@omnihrm.com. 

Salary : $40,000 - $50,000