Guest Service Manager

Job Purpose

The Beautiful Residence Inn/ SpringHill Suites Greenville Downtown is seeking a dedicated and energetic Front Desk Manager. The purpose of a Front Desk Manager is to ensure the overall success of the hotel by meeting or exceeding the guest's expectation for service.

Essential Job Functions

• Ensures that each Guest receives outstanding Guest Service by providing a Guest friendly environment which includes greeting and acknowledging every Guest, maintaining outstanding standards, solid product knowledge, and all other components of Guest Service.
• Empowered to guarantee total guest satisfaction, display hospitality and professionalism to our guests at all times, take pride in representing AURO Hotels professionally with our guests, and ensure that all transactions with guests are handled in a legal and ethical manner.

• Understands and applies all property safety and security procedures to maintain a secure and safe environment for associates and guests at all times. In the event of an accident or emergency, gets medical attention if necessary and contacts the GM or Human Resources immediately.
• Maintains a favorable working relationship with all company associates to foster and promote a positive working environment.
• Responsible for the overall guest service of the hotel by maintaining an organized and efficient Front Desk operation
• Prepares work schedules in accordance with forecasted occupancy.
• Supervises day-to-day activities of the front desk, bell, and van drivers staff
• Utilizes leadership skills and motivation techniques to maximize employee productivity and satisfaction of direct reports.
• Meets and exceeds customer expectations by ensuring the department provides outstanding customer service and teamwork.
• Coordinates staffing and payroll to conform with productivity and budgetary standards.
• Prepares payroll and schedules as required; monitors actual vs. budget payroll activities.
• Works side by side with front desk associates when necessary to provide outstanding guest service; works scheduled Manager on Duty shifts on a weekly basis.
• Coordinates Front Desk work with other departments: Housekeeping, Engineering, Banquets, etc
• Participates in daily Yield Management Meetings
• Ensures that all employees follow safety rules and procedures and takes corrective action where required to improve the safety of the work area.
• Coordinates the collection and submission of hotel news to the quarterly AURO Hotels Associate newsletter.
• Maintains proper front desk supplies inventory, conducts inventories as assigned, and recommends the purchase of products (remaining within budget).
• Confers closely with GM/AGM at all times and takes every opportunity to become familiar with all aspects of the hotel to assist wherever required
• Nothing in this job description restricts management’s right to assign or reassign duties, work hours and/or responsibilities for this job at any time.

Experience/Education

College degree in Hotel Administration; 2‐3 years hotel management/supervisory experience or equivalent combination of education and experience.

Auro Hotels is an Equal Employment Opportunity and E-Verify Employer. All applicants are subject to background and substance abuse screening prior to any offer of employment.