The Guest Service Manager oversees the safe and efficient operation of the front desk, maximizes profitability, and ensures high levels of guest satisfaction are achieved. This position provides training, support, and resources to the front desk staff.
General: This employee must display effective listening and communication skills, initiative, ability to work independently and in teams, and lead by example. He/she must be able to exercise good judgment and discretion, display effective problem-solving skills, and provide excellent customer service. Additionally, he/she must have the ability to multitask, maintain composure under pressure, and display a high level of professionalism, integrity, and follow through.
We expect our employees to approach their work with passion, enthusiasm, and attention to customer satisfaction. We also expect our employees to champion, embrace, and live the company values.
Our Values embody:
- Integrity: We are honest, genuine, and transparent in our interactions.
- Concern For Others: We care for each other and our guests.
- Collaboration: We value diversity and the “come as you are” spirit and personality.
- Accountability: We make mistakes, learn from them, and strive for continuous improvement.
- Hospitality Soul: We have fun creating lifelong memories for each other and our guests.
Additional Information:
To apply for this position, you must be legally authorized to work in the United States. Upon hire, you must complete the I-9 form within the first 3 days of employment.
Essential Functions of the Job:
- Regular attendance and reporting to work on time, ready to begin your shift, is an essential function of employment (being tardy places an unfair burden on the team).
- Ability to work flexible schedules (including weekends, nights, holidays) to meet hotel/guest needs.
- Communicating effectively, both verbally and in writing (i.e., use appropriate language, display proper tone, attitude, and body language when communicating).
- Ability to understand and follow instructions as directed by the supervisor/manager.
- Working Safely is a condition of employment. All employees must follow the safety policies.
- Performing the job duties as described. (Reasonable accommodations will be considered in accommodating disabilities. If you believe you need an accommodation, please speak with your supervisor, General Manager, or Human Resources.)
- Manage all aspects of the reservations process (room reservations, secure deposit, and send confirmation); use suggestive selling techniques, stay abreast of local rates, in-house strategy, group and special rate plans and packages, available inventory, etc.
- Keep up-to-date on in-house groups and functions (review group cover sheets to be aware of special needs and requests).
- Verify the accuracy of information in the property management system by entering data correctly and checking daily arrivals.
- Monitor reservations e-mail account; reply to e-mail correspondence in a timely, courteous, and professional manner; process e-mail requests/reservations accordingly.
- Maintain full knowledge of all room types, features, locations, and rates
- Check room availability and housekeeping/maintenance status, ensure against overbooking, and that guests are provided with an inspected room.
- Maximize room revenue and train others in suggestive selling techniques and proper processing of reservations.
- Welcome and check in guests in a friendly and efficient manner; exercise excellent customer service and phone etiquette.
- Handle customer complaints as necessary
- Answer incoming calls and questions about guests’ needs in-person and online regarding room bookings, room rates, amenities, available rooms, rewards programs, and special requests
- Connect with the housekeeping department to ensure guest accommodations are ready
- General bookkeeping: ensure all hotel guest account information is accurate and up-to-date
- Welcome, register, check-in, and check out guests staying at the hotel, provide keys and room numbers, and record credit card information
Leadership:
- Ability to effectively motivate, mentor, coach & counsel others to perform well (including appropriate documentation).
People Skills:
- Deliver hospitable service that is attentive, friendly, and courteous, able to collaborate, create rapport, and work effectively with others; earn and maintain trust and respect; demonstrate patience, tact, and diplomacy.
Communication Skills:
- Ability to communicate effectively both verbally and in writing. (Strong writing skills – spelling, punctuation, grammar.)
Problem-Solving & Analytical Skills:
- Ability to identify issues, collect and analyze information to understand the problem, and effectively resolve it. Identify, recommend, and implement best practices.
Judgment & Discretion:
- Appropriately manage confidential and sensitive information; maintain confidentiality.
Organizational & Time Management Skills:
- Ability to appropriately schedule time to meet job demands, multitask, prioritize, follow through, and work efficiently with limited supervision.
Attention to Detail:
- Ability to follow instructions and achieve thoroughness and accuracy when accomplishing tasks.
Computer skills/ Technology:
- Proficiency in computer technology, i.e., Microsoft Office and Google Suite. Proficient in operating general office equipment.
Experience/Education
- Two plus years of guest services experience required (preferably in a hotel environment).
- Management or previous supervisory experience preferred.
- Associate degree and/or equivalent work experience.
- Bilingual in Spanish is a plus.
- Displays impeccable interpersonal, time management, organizational skills, and customer service skills
- High school diploma, GED, or equivalent
- Well-versed in taking telephone calls and handling stressful situations
- Exhibits working knowledge of Microsoft Office and reservation management systems
- 1+ year of hotel industry experience or related job preferred
Both hotels are located in Rehoboth Beach, Delaware. Between both, we will have 41 rooms. One of the buildings is being newly renovated and is expected to open in June 2025, and the other building is an existing boutique hotel located within 0.1 miles distance, both within a mile of the beach.
Rehoboth Beach, Delaware, is a charming coastal town known for its clean, family-friendly beaches and vibrant boardwalk lined with shops, restaurants, and amusements. It offers a mix of small-town charm and lively nightlife, making it a great destination for both relaxation and entertainment.
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