Hotel Guest Services Manager OEM

Job Description

Job Description

What Makes a McKibbon Guest Services Manager OEM?

As a key member of the property leadership team, the Guest Services Manager is responsible for overseeing the daily operations of the guest services at the hotel to ensure a seamless guest experience. Reporting to the General Manager, the Guest Services Manager will be responsible for addressing guest concerns and requests and maintaining the highest level of ethical leadership to lead the front desk team to deliver excellent customer service while embodying McKibbon’s Guiding Principles . The Guest Service Manager is an OEM (Overtime Eligible Management) position.

A Day in the Life :

• You will be responsible for assisting with the overall performance of the property’s front desk department, including guest satisfaction, brand quality assurance, budget and labor.
• You will act as a main point of contact for guests, ensuring their needs are met efficiently and courteously.
• You will anticipate guest needs and provide personalized service to enhance their experience.
• You will supervise the daily operations of the front desk operations and front desk staff, including the supervision of shift closings, bank audits, and daily reports.
• You will be responsible for scheduling the Front Desk Department and adhering to company labor guidelines to ensure proper coverage.
• You will train all front desk staff as it relates to brand and company standards to maximize service culture.
• You will assist with sales and champion the Daily Sell Strategy.
• You will assist with the implementation of front office programs to enhance the experience and enjoyment of the guests stay.
• You will be responsible for maintaining compliance and remaining up to date on new initiatives for the brand and company.
• You will inspect and ensure that safety and security standards are being maintained.
• You will handle guest complaints and concerns promptly, ensuring appropriate resolutions.
• You will conduct daily reviews of guaranteed no-show billing, guest ledger, and accounts receivables.
• You will perform payment processing and ensure that a form of payment is secured on all folios and process payment upon reaching a specific balance.
• You will be responsible for overseeing the Market (fully stocked, weekly inventory, place orders).
• You will assist the Executive Housekeeper twice weekly, inspecting guest rooms and public areas and work with both housekeeping, maintenance and other departments to fulfill guest requests.
• You will cover Front Desk shifts as needed according to the budgeted Labor Plan.
• Embrace McKibbon’s Guiding Principles : Think Bigger, Love Your Community, Do the Right Thing, Support Each Other, Make a Lasting Impression.

Requirements :

Ideal Skills & Qualities :

Perks & Benefits Beyond the Basics :

We know that hospitality starts from within, and that’s why we value the employee experience as much as we value our guests’ experience. From our competitive benefits package to our fun-loving spirit, we strive to create an environment that’s equal parts work and play. Our people will always be our first investment. We offer benefits and perks based on full or part time employment :

Full Time Associates :

Financial & Occupational Wellness : All Associates

Personal Wellness :  All Associates

Any state specific holiday, vacation or benefit requirements will apply