Guest Services Manager

  • HRI Hospitality
  • Hyatt House Tampa Downtown, North Florida Avenue, Tampa, FL, USA
  • Feb 02, 2024
Full time Front Desk and Night Auditors

Job Description

Job Summary:    

An individual that can be independent, open thinking and open expression – which only helps you anticipate our guests’ needs.  Be enthusiastic, experienced, and guest-focused.  The Front Office Manager/ Guest Services Manager will oversee all responsibilities of the front office, ensuring that operational goals are met and that associates are proving an exceptional experience for guests.

This is a full-time position in which flexible hours/shifts will be required. Weekends and holidays will also be required for this role.

Job Duties:

    Be a guru of hotel knowledge, including:

All hotel features/services, hours of operation, room types/layouts, room rates and special packages, promotions, room availability, in-house group activities, and hotel policies and procedures.

    Create and maintain a departmental culture of top-notch guest relations to everyone approaching the Front Desk.

    Serve as a motivating team leader, promoting unity and teamwork throughout the department, and effectively managing the front office team to exceed expectations and provide exceptional service.

    Direct and evaluate associates’ performance; follow up with training where needed.

    Review previous day’s occupancy and room revenues; monitor expenses (including telephone, cost of sales, supplies, commission, labor) and resolve any discrepancies with accounting department.

    Conduct pre-shift meetings with associates; monthly meetings and trainings, review daily priorities and delegate work assignments as necessary.

    Manage communications and ensure that guest requests are acknowledged and fulfilled expediently.

    Review and approve associates’ timecards, including payroll reporting

    Tactical responsibilities to include assisting front office staff with processing check-ins/check-outs expediently and covering shifts as needed.

Job Requirements:  

    High school graduate or equivalent.

    Previous experience in guest services, Hyatt experience preferred

    Minimum two (2) years’ experience in a front office leadership position.

    Excellent verbal and written communication skills and phone etiquette.

    Detail-oriented with demonstrated ability to thrive in a fast-paced environment, prioritize tasks and follow-up while simultaneously handling frequent arrivals and departures.

    Experience effectively resolving pressure situations and exercising good judgement.

    Demonstrated enthusiasm for customer service and creating the ultimate guest experience.

    Ability to remain stationary and standing at assigned workspace for extended periods of time.