Front Office Manager

Guest Services Manager

We are looking for a highly motivated, customer focused leader to join our Guest Services team as Guest Services Manager. The successful candidate for this role will have a proven track record of developing a team to provide exceptional service, is open to learning and leading by example, responds in a professional and courteous manner to guests and team, as well as being there to support the team both personally and professionally.

If you have experience in hotel/resort guest service operations, enjoy engaging with people from all over the world and making meaningful connections, as well as taking steps to WOW people, we want you! This is a tremendous opportunity for a driven person to grow a career in hospitality with a world-class property.

Your Role:

• You will oversee the Guest Services team in helping guests discover their Wanderlust experience
• You will be involved in the Financial performance of the hotel with responsibilities to include managing the annual budget, maintain labor costs to forecast/budget, manage spending accounts and review monthly Profit & Loss reports.
• You will develop and mentor a team for the Front Desk Agents, Bell Staff, Concierge
• You will ensure proper training materials are in place and used by each department. Implement coaching, career planning and recognition programs for all associates.
• You will monitor room inventory, rate and plan availability and lead the team to maintain average daily rate to ensure revenue maximization forecasting occupancy.
• You will lead by example to ensure all guest interactions are handled in a professional manner.
• Provide exceptional customer service by being engaging and taking sincere interest
• Help to resolve problems and WOW guests through recovery when things arent quite right
• Works closely with the Maintenance and Housekeeping teams to communicate and coordinate the day
• Interact with hotel/resort staff in a professional manner, assisting other departments with necessary information

Qualifications

Education & Experience

• High school diploma or equivalent required; four-year degree in hospitality, business, or related field preferred.
• Minimum of 2 years of progressive Front Office or Rooms leadership experience required.

Skills & Abilities

• Strong leadership, organizational, and supervisory skills.
• Ability to build relationships with guests and team members while managing multiple priorities.
• Excellent communication skills, both written and verbal.
• Strong financial acumen with ability to interpret P&L statements, forecasts, and labor reports.
• Ability to remain calm and professional in high-pressure situations.
• Proficiency in property management systems (Opera or equivalent), Microsoft Office Suite, and other hotel technology platforms.

Licenses/Certificates

• CPR/First Aid certification preferred.

Other

• Additional language ability is strongly preferred.
• Ability to work flexible schedules including nights, weekends, and holidays.

Physical Requirements

• Ability to stand/walk for extended periods, bend, and lift up to 15 pounds.
• Frequent standing, walking, and talking.
• Occasionally climbing stairs, crouching, and pushing/pulling.

Compensation Range

The compensation for this position is $68,000.00/Yr. - $70,000.00/Yr. based on qualifications and experience.