Guest Services Manager

Job Description

Job Description

Loews Hotels & Co is a leading owner and operator of luxury hotels with a portfolio consisting of 26 hotels and resorts in the United States and Canada.

Located in major city centers and resort destinations from coast to coast, the Loews portfolio features one-of-a-kind properties that go beyond Four Diamond standards and embrace their "uniquely local" community in order to curate exciting, approachable and local travel experiences for guests.

The Guest Services Manager is responsible for overseeing and managing Bell Service, Concierge, and Club Services to ensure exceptional guest experiences.

This role involves coordinating and supervising the daily operations of these departments, ensuring high standards of customer service, and maintaining smooth and efficient operations.

Qualifications :

Minimum two years hotel operations supervisory experience in Front Office, Bell, Concierge, and / or Club.

Proficient knowledge of all hotel departments, front office operations, guest service standards, and hospitality industry practices.

Relevant coursework or certifications in management, hospitality, or customer service are beneficial.

Proven ability to train and coach team members to achieve excellence.

Excellent communication and interpersonal skills.

Ability to handle stressful situations and resolve conflicts effectively.

Effective problem-solving skills and a proactive mindset.

Proficient in using hotel management software and Microsoft Office Suite.

Strong organizational and multitasking skills.

Excellent guest service skills.

Ability to work flexible schedule to include weekends and holidays.

Key Responsibilities :

Oversee the bell staff to ensure timely and efficient handling of guest luggage, delivery of amenities, and room escorts.

Coordinate with other departments to manage guest arrivals and departures smoothly.

Lead the concierge team in providing guests with information about local attractions, dining options, and other services.

Ensure that guests receive personalized and knowledgeable recommendations and assistance.

Supervise the Club Services team to maintain the highest level of service in the club lounge.

Ensure that club guests receive exclusive benefits and amenities as per their booking packages.

Address and resolve guest complaints and concerns promptly and professionally.

Monitor guest feedback and implement improvements to enhance the guest experience.

Recruit, train, and mentor Guest Services staff to ensure they meet the hotel's standards.

Conduct regular performance evaluations and provide ongoing training to enhance skills and knowledge.

Develop and implement standard operating procedures for Bell Service, Concierge, and Club Services.

Assist in preparing and managing the department's budget.

Monitor expenses and optimize resource allocation to achieve financial targets.

Act as a liaison between the Guest Services department and other hotel departments.

Facilitate clear communication to ensure a cohesive and collaborative working environment.

Work with the events team to organize and coordinate guest activities, events, and special requests.

Prepare and maintain reports on departmental performance, guest feedback, and operational issues.

Other duties as assigned.

General Responsibilities :

Promotes and applies teamwork skills at all times

Notifies appropriate individual promptly and fully of problems and / or unusual matters of significance

Is polite, friendly, and helpful to guests, management and fellow employees

Executes emergency procedures in accordance with hotel standards

Complies with required safety regulations and procedures

Attends appropriate hotel meetings and training sessions

Maintains cleanliness and excellent condition of equipment and work area

Complies with hotel standards, policies and rules

Recycles whenever possible

Remains current with hotel information and changes

Complies with hotel uniform and grooming standards

Loews Hotels & Co is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances.