Guest Service Manager

Guest Service Manager

Department: Rooms

Reports To: General Manager

FLSA: Exempt

Job Summary: The Guest Service Manager will oversee front desk operations, manage staff, and ensure the highest level of guest satisfaction. The ideal candidate will be able to handle various administrative tasks, resolve guest issues, and maintain a smooth front desk operation.

Essential Duties and Responsibilities:

• Manage front desk staff and ensure effective operation of the front desk.
• Provide exceptional customer service and resolve guest complaints promptly.
• Oversee check-in and check-out processes.
• Handle reservations and ensure accurate guest billing.
• Maintain and update front desk procedures and documentation.
• Coordinate with other departments to fulfill guest requests.
• Monitor and maintain the appearance of the front desk area.
• Train and develop front desk staff.

Qualifications:

• High school diploma or equivalent; college degree preferred.
• Previous experience in a hotel front desk or customer service role.
• Strong leadership and communication skills.
• Ability to multitask and handle high-pressure situations.
• Proficient in hotel management software and Microsoft Office Suite.
• Flexibility to work various shifts, including nights and weekends.

Physical Requirements:

• Ability to stand or sit for extended periods.
• Ability to lift and carry items up to (specify weight) pounds.
• Ability to handle repetitive tasks.

Equal Opportunity Employer: Dreamscape Hospitality is an Equal Opportunity Employer and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or age. We are committed to creating a diverse and inclusive workplace.

Compensation

Competitive salary, commensurate with experience.

This job description is not intended to be all-inclusive; additional details will be specified by the direct supervisor. The associate may also perform other reasonable business duties assigned by their direct supervisor. 

Dreamscape Hospitality reserves the right to change this job description, job responsibilities, duties, and working hours as needs prevail.