Guest Services Manager

Responsibilities

People Management

• Cultivate a supportive work environment that encourages team members to reach their full potential.
• Show genuine concern for employees, treating them with empathy and cooperation.
• Focus on developing subordinates for future growth.

Training

• Provide extensive training for all team members, including hands-on experience across hotel services.
• Ensure team members are knowledgeable about the local area and complete all required brand training.

Communication & Follow-Up

• Foster effective communication within the team and with guests.
• Own and resolve any guest issues, ensuring timely follow-ups on requests.
• Ensure that all group resumes are accessible and understood.

Expense Control

• Manage departmental and labor expenses effectively, staying within budget forecasts.
• Control overtime and allocate resources appropriately.

Revenue Maximization

• Drive front desk contributions to sellout efficiency through upselling and loyalty program enrollments.
• Monitor daily revenue reports to assess performance.

Safety

• Ensure compliance with all safety certifications and emergency procedures.
• Conduct regular safety checks and maintain awareness of emergency protocols.

Cleanliness

• Maintain a clean and welcoming lobby and back office environment.

Requirements

• Minimum of 2 years in a leadership role at the Front Desk.
• Proficient in PMS systems and financially literate.
• Strong knowledge of the brand’s reward program.
• Ability to handle cash and credit transactions with accuracy.
• Excellent interpersonal skills for managing guests and resolving conflicts.
• Familiarity with local attractions and transportation options.
• Able to remain calm under pressure and in emergency situations.
• Knowledge of relevant employment laws and regulations.
• Strong command of the English language, both written and verbal.
• Ensure adherence to brand standards in guest registration, checkout, and service.
• Prepare forecasts and assist in budgeting.
• Monitor front office systems for optimal performance.
• Track guest satisfaction and utilize feedback systems effectively.
• Responsible for hiring, training, and performance evaluations of front office staff.
• Maintain compliance with Front Office Quality Standards.
• Collaborate with other departments to enhance guest satisfaction.
• Address customer complaints proactively and monitor operational issues.
• Build relationships with the sales team to improve occupancy and revenue.
• Regular attendance and availability for varied schedules, including holidays and weekends.

Physical Demands

• The role may require some lifting and involves being on your feet for 75% or more of the time.

Additional Information

This job description is not exhaustive and may include other duties as assigned.

Fairfield by Marriott is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

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