What are the responsibilities and job description for the Hourly Guest Services Manager position at The Madison Hotel - Rod's Steak & Seafood Grille -...?
Job Title: Guest Service Manager
Department: Front Office / Guest Services
Reports To: Director of Hotel Operations.
Location: The Madison Hotel
Reports To: Director of Hotel Operations.
Location: The Madison Hotel
Job Summary:
The Guest Service Manager is responsible for overseeing and ensuring the delivery of exceptional guest experiences. This role manages front desk operations, guest relations, concierge services, and ensures all guests receive prompt, courteous, and efficient service. The Guest Service Manager acts as the main point of contact for guest issues, manages staff, and implements policies to enhance overall guest satisfaction.
Key Responsibilities:
- Supervise front desk.
- Ensure a smooth check-in/check-out process and handle VIP guests or special requests.
- Resolve guest complaints and concerns in a professional and timely manner.
- Train, coach, and schedule guest service team members.
- Monitor guest feedback through surveys, reviews, and direct interactions; implement improvements as needed.
- Maintain strong knowledge of hotel products, services, amenities, and local attractions.
- Ensure front office operations comply with company policies, procedures, and standards.
- Work closely with housekeeping, maintenance, and other departments to meet guest expectations.
- Support revenue-generating initiatives such as room upgrades and upselling.
- Pre-assigning rooms for VIPs, Corporate groups ect.
- Checking for Guest/ group preferences and requests.
- Prepare Schedule two weeks in advance (Posted on Sundays Preferably)
- Train all new employees and assist with on boarding .
- Complete Employee action form for new hires, termination and voluntary leave employees.
Qualifications:
- High school diploma or equivalent
- Minimum 2-3 years of experience in a supervisory guest services role
- Excellent communication and interpersonal skills
- Strong problem-solving and organizational abilities
- Proficient in hotel management systems (e.g., Infor HMS, TravelClick, etc.)
- Flexible schedule, including nights, weekends, and holidays
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