Guest Services Manager - Assistant Fom

• Address all guest complaints, concerns, or incidents in a polite, timely, and responsive manner
• Promote hotel services and amenities through various up-selling techniques to increase room occupancy and profitability
• Monitor the customer service standards and performance of front-office team members while also hiring, training, and emphasizing teamwork
• Develop short term and long term financial and operational plans for the guest service department which relate

• Ensure consistent standards of guest satisfaction by managing the whole front office operations of the hotel

• Previous Guest Relations and Front Office experience in a hotel required
• Knowledge of Lightspeed PMS a plus
• Detail-oriented with outstanding organizational and communication skills
• Able to handle a multitude of tasks in an ever-changing environment
• Effective at listening to, understanding, clarifying, and responding to the concerns and issues raised by guests and members in a timely manner
• High School diploma or equivalent or GED; 4 years experience in guest services, front desk, housekeeping or related professional area OR
• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in Guest Services, Front Desk, Housekeeping or related professional area
• Must be able to speak and write fluently in English. Bilingual in Spanish, a plus
• Must be able to work effectively in a team
• Must be able to work flexible schedules including holidays and weekends and able to perform multiple tasks
• Thorough knowledge of Microsoft Office (Word, Excel, and Outlook)

Sheraton