Hotel Guest Service Manager

Job description

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 (including a mix of days, nights, weekdays and weekends) 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 company’s 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 Flexible schedule (evening, weekend and holiday availability are required with the possibility of having to work or cover occasional overnight shifts). Flexibility is essential due to the 24/7 nature of the business, and the ability to spend time with all shifts both during the week and on the weekend is a must for this role. Passionate about delivering excellent guest service and thorough effective problem resolution, maintaining a professional and positive attitude in every guest interaction. Passionate about engaging, motivating, training and empowering a team who is committed to delivering remarkable hospitality. Comfortable being the first point of contact for associates when issues arise and the first line of defense for covering shifts if employees do not report to work. Excellent leadership and communication skills to ensure employees know what is expected of them and have the tools and training needed to accomplish it. Able to address employee challenges and performance issues directly while maintaining a calm, professional demeanor and a positive attitude regardless of the circumstances. Previous experience directly overseeing other employees. Previous experience working front desk at a hotel is preferred, but not required with extensive leadership experience. Strong computer and organizational skills. Physically able to perform all responsibilities including but not limited to standing for a full shift, bending, stooping, kneeling, reaching, and lifting up to 50 pounds. Able to successfully pass a drug test and background check. To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily and with or without reasonable accommodation. Compensation & Benefits Competitive hourly wage (this is a non-exempt hourly position). Performance reviews with annual raise eligibility. Quarterly bonus plan with revenue and team performance incentives. Health, vision and dental insurance for full-time (30+ hours per week) employees. Paid time off for full-time employees. Up to $2400 referral bonus for referring new employees (per referral, see handbook for details). 401(k) with 3% employer contribution (no employee match required, must meet eligibility requirements including age, tenure and hours worked, see policy documents for details). Hotel discounts for employee, family and friends through brand discount programs. Opportunities for promotions into senior leadership roles. About TS2 Hospitality TS2 Hospitality ( ) 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!