Guest Services Manager

Innisfree Hotels is an inclusive workplace that fosters a culture of care where employees genuinely matter, and their voices are heard. Location: Hampton Inn Pensacola Beach The Guest Services Manager oversees all guest services operations, including Front Desk, Reservations, PBX, Bell staff, and transportation services to ensure quality and guest satisfaction.

Must have thorough knowledge of property management software (PMS) or hotel reservation software.

Essential Duties and Responsibilities

include the following. Other duties may be assigned.

• Always approaches all interactions with guests and employees in a friendly and service-oriented manner by maintaining a positive demeanor.
• Promotes a positive and caring work environment by addressing and resolving any conflict in a calm and poised manner.
• Responsible for enhancing Customer Satisfaction by responding to Guest Feedback, Social Media Reviews, etc.
• Manages and motivates the Front Office team to provide a high standard of service for customers.
• Welcomes guests and fosters customer loyalty through his/her friendly manner.
• Handles any guest complaints or contentious issues that cannot be settled directly by team members and provides a fast solution.
• Oversees and supervises guest arrivals and departures with the front office executive.
• Takes reservations using the hotel reservation system, ensuring maximum occupancy and rates are met.
• Checks guests in and out, including preparation of guest bills and authorizing payments.
• Monitors all floor executives to ensure maximum guest satisfaction through personal recognition and prompts cordial attention from arrival through departure.
• Reviews arrival list for all arrivals and VIPs to check room allocations , amenities and special requests.
• Prepares room revenue and occupancy forecast and takes action on rate strategies.
• Responsible for recruiting and hiring new team members for the Front Office.
• Integrates and trains employees while providing support for skills development.
• Ensures team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.
• Has a good knowledge of all systems and standard operating procedures of Front Office.
• Performs any other duties as assigned by management.

Qualifications

1. Degree or diploma in Hospitality Management, Business Administration, or related field.
2. Minimum 1 year of experience as an Assistant Front Office Manager, Assistant Front Desk Manager, or Front Office Supervisor.
3. Should be able to work independently and with minimum supervision.
4. Excellent customer service skills.
5. Ability to read, write, and speak effectively in English in order to communicate with guests and team members.
6. Have a strong attention to details.
7. Must be able to multi-task.
8. Must be a team player. Innisfree Hotels will invest in you, if you invest in you. We are a fast-paced, expanding company and we need team members who thrive on challenge, seek responsibility and value our culture to lead us into the next generation of growth.