BMI Hospitality Management

Hotel Guest Service Manager

  • BMI Hospitality Management
  • SeaTac, WA 98188
  • 18 days ago

Job Description

Do you want to work for a great company with competitive benefits and salary?

The Holiday Inn Express & Suites SeaTac is looking to hire a friendly and experienced Guest Service Manager.

If you think you'd be a great addition to our team, please apply!

Job Summary: The Guest Service Manager will work within the vision and mission of Holiday Inn Express & Suites hotel brand.

This position coordinates the activities of hotel personnel as directed and provides support to the General Manager, while directly managing Front office department.

Essential Job Functions:

Schedule staff based on business demand and ensure all shifts are covered

Assigns duties to front office staff and observes performance to ensure adherence to hotel policies and established operating procedures

Provides training, including safety training, to staff

Selects or assists in the selection of front office staff and completes all new hire paperwork

Reviews front office employee performance and conducts personnel actions such as disciplinary actions and terminations

Maintains accurate records including cash flow sheet, direct bill accounts, credit card receipts, registration cards, reservation cards, direct bills, credit cards, and all other sensitive documents

Conducts or assists in conducting staff meetings

Adheres to all franchise and company procedures and regulations as well as standard operating procedures

Attends all operation meetings, Revenue calls, resume and BEO meeting in a timely manner and ensure information is shared with team members

Assists GM in performing daily and weekly property inspections ensuring property is maintained to standard and that all safety equipment and conditions are to code

Takes on projects as assigned by GM and complete them by due date

Receives and resolves or assists in resolving guest complaints and employee issues

Performs functions of the General Manager in their absence

Covers shifts in front office if needed to maintain smooth operations

Corresponds with group and travel agents to answer special requests for rooms and rates

Assists with sales and marketing efforts as directed

Answers inquiries pertaining to hotel policies and services

Assists General Manager in annual employee reviews; ensures employee wages follow wage and salary guidelines

Job requirements:

Strong management skills; ability to appropriately assign/delegate work and authority to others in the accomplishment of goals; provides coaching, advice, and assistance as required

Excellent customer service skills

Maintains professional appearance and demeanor at all times

Ability to manage difficult guest situations; responds promptly to guest needs, solicits guest feedback to improve service, responds to requests for service and assistance and meets commitments

Ability to demonstrate accuracy and thoroughness, monitors own work to ensure quality and applies feedback to improve performance

Ability to show flexibility in response to change and adapt to and accommodate new methods and procedures

Knowledge of Microsoft Office, Word, and Excel

Ability to build and motivate team members at all levels, excellent communication and leadership skills are necessary to ensure the continued success of the hotel

Exceptional leadership and team building skills and ability to develop people

Strong skills in employee and guest service training

Education and experience: Some college preferred and/or 2 to 3 years related experience managing front desk or housekeeping; or equivalent combination of education and experience.

Physical Demands and Working Conditions: The physical demands described here are representative of that must be met by an employee to successfully perform the essential functions of the jobs.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand, walk, climb or balance, sit, bend, squat, kneel, twist, crouch, or crawl, and reach with hands and arms within hotel vicinity.

Specific use of speech and hearing to communicate in person and by telephone; vision to read handwritten and printed material and computer screen; and lift moderate weight.

May occasionally require the ability to work outside of regularly scheduled hours.

Schedules may vary based on business need.


Medical, dental, and vision offered after a qualification period

SeaTac Sick Pay

Vacation time accrued based on hours worked

Competitive performance bonuses

Free Parking

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