Guest Service Manager

Job Title: Guest Service Manager
Department: Operations (Front Office & Housekeeping)
Reports To: Rooms Division Manager
Location: Kingsmill Resort

Position Summary:

The Guest Service Manager is responsible for ensuring a seamless and memorable guest experience by overseeing the day-to-day operations of the Front Office and Housekeeping departments. This leadership role involves supervising staff, coordinating guest services, and maintaining high standards of cleanliness and customer service to enhance guest satisfaction and loyalty.

Key Responsibilities:

Front Office Operations:

• Supervise front desk staff to ensure efficient check-in/check-out procedures and excellent guest service.
• Handle guest inquiries, complaints, and feedback in a professional and timely manner.
• Train and mentor front office team members on service standards, systems, and guest interaction protocols.
• Ensure accuracy in billing, cash handling, and daily reports.
• Enforce hotel policies and procedures related to safety, security, and hospitality.

Housekeeping Operations:

• Oversee housekeeping staff performance to ensure rooms and public areas meet hotel cleanliness standards.
• Coordinate daily room assignments and prioritize VIP or special requests.
• Conduct inspections of guest rooms and public areas to ensure quality standards are met.
• Manage linen inventories, supply orders, and ensure proper maintenance of housekeeping equipment.
• Address and resolve housekeeping-related guest complaints and service issues.

Leadership & Administration:

• Maintain open communication between the front office and housekeeping teams to ensure operational efficiency.
• Develop and implement training programs for both departments to maintain consistency and quality service.
• Monitor labor costs, productivity, and scheduling to achieve budgetary goals.
• Participate in departmental meetings and contribute to operational planning and continuous improvement.
• Support recruitment, onboarding, and performance evaluations in collaboration with HR.

Qualifications:

• High school diploma or equivalent
• Minimum 2 years of experience in hotel operations, including supervisory roles in front office or housekeeping.
• Strong leadership, communication, and conflict-resolution skills.
• Proficiency in hotel management software (PMS) and Microsoft Office Suite.
• Ability to multitask and remain calm under pressure.
• Flexible schedule, including weekends and holidays.