Hotel Guest Service Manager

Job Description

Job Description

Salary : $18-20 / hr + 5hrs / wk OT

Job summary

The Guest Service Manager leads our front desk and breakfast teams. The GSM is possibly the most influential leader in the hotel when it comes to bringing to life our vision of delivering remarkable hospitality. This critical position is responsible for creating a culture of engagement and accountability while running a 24 / 7 / 365 operation. Understanding and addressing the needs of the team, constantly training and coaching, and working a flexible schedule are essential to success in this role.

Job responsibilities

• Recruit, hire and train a team of guest service and breakfast associates who are properly trained in all aspects of front desk and breakfast responsibilities.
• Master all aspects of front desk and breakfast job functions personally.
• Lead by example by fully understanding and adhering to the processes and procedures we expect our associates to adhere to, especially around guest service, work habits, using checklists and SOPs, and emergency procedures.
• Work a flexible schedule to ensure all team members see and are engaged with their direct supervisor, and spend a significant amount of time (at least 50% of hours worked on average) working alongside the team to train and engage them.
• Hold formal 1on1 meetings every other week with every team member following the companys process for holding and documenting meetings.
• Clearly articulate expectations around what to do and how to do it with the team, and ensure all associates are held to the same standard of excellence.
• Understand, articulate, follow, and enforce company policies including the employee handbook.
• Complete and retain training as directed by managers / trainers, including brand training, company training and in-person instruction. Note taking is encouraged.
• Own all aspects of sales execution and assist with sales efforts as directed by management.
• Cover front desk, night audit and breakfast shifts or work as double coverage as needed based on staffing.
• Attend all mandatory hotel and company meetings including weekly leader virtual meetings.
• Oversee hotel accounting functions including cash handling, accounts receivable and billing.
• Handle other responsibilities as needed / directed by hotel management.

Qualifications

Compensation & Benefits

About TS2 Hospitality

TS2 Hospitality (www.ts2hospitality.com) is a family-owned, Kansas City-based hospitality ownership and management company with four hotels open. We are part of the larger Ehrhardt Properties hotel group with over 30 franchised hotels in Missouri, Illinois, Kansas and Oklahoma and a brand portfolio including Marriott, Hilton, IHG, Choice, and Wyndham. TS2 Hospitality provides equal opportunity to all applicants and employees in all aspects of employment regardless of race, color, religion, gender, age, ancestry, national origin, disability, genetic information, sexual orientation, gender identification, veteran status, or other status protected by law.

Our vision : We deliver remarkable hospitality by encouraging excellence in each other.

Our values : We are family | We are selfless servants | We own it | We will straight talk | We have fun!