Crestline Hotels & Resorts

  • Guest Services Manager

    Job Location US-MD-Baltimore
    Posted Date 1 week ago(11/6/2018 3:46 PM)
    Hotel Name
    Homewood/HGI Baltimore
    Bonus/Incentive Pay
  • Overview

    The Guest Services Manager will assist in the planning, direction, coordination and execution of all activities and personnel within the Guest Services departments to include: Guest Services, bell/door, PBX, concierge (if applicable). The Guest Services Manager is responsible for ensuring that all Guest Services activities are carried out professionally, to standards and at the highest level of service. The Guest Services Manager will achieve desired outcomes through assisting in the creation, development and maintenance of a competent, motivated and empowered staff. The Guest Services Manager will effectively lead, train, coach, motivate, engage and provide feedback to the Guest Services staff on a daily basis.

    To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions. 


    • Leadership / Mentoring role for Hotel's Guest Services employees.
    • Maintain complete knowledge of all Guest Services department policies/service
    • Maintain complete knowledge of: a) all hotel features and services b) all room types,
      rates, special package and promotions c) daily arrivals / departures / room availability d) scheduled in-house group activities
    • Complete daily walk-through of Guest Services department areas observing the following
      and instructing designated personnel to rectify any organization deficiencies: Staffing -numbers, appearance, attitude Operational cleanliness and maintenance Service -appearance, merchandising, attitude General crispness, quality and consistency of operation Storage areas -organization, cleanliness, inventories and care of equipment Review and respond to daily operational demands as it relates to the hotel.
    • Prepare weekly, monthly, quarterly and yearly departmental financial and payroll
    • Monitor and handle guest comments.
    • Monitor security of public areas of the hotel.
    • Establish par levels for supplies and equipment.  Monitor effectiveness of departmental staffing guide Provide training, development, professional discipline, and positive support for all department employees to ensure qualitative standards and growth, depth and development.
    • Monitor interviewing and selection of all departmental positions to ensure consistency in administering direction, development of quality, depth and growth, and maintenance of positive motivation, morale and efficiency.
    • Create and maintain a quality, professional work environment.
    • Administer performance evaluations for all departmental employees.
    • Anticipate guests and employees needs and respond promptly.
    • Promote positive guest relations at all times.
    • Conduct pre-shift meeting to review information pertinent today's business.
    • Facilitate departmental strategic planning meetings.


    Education & Experience:

    • High School Graduate.
    • Minimum of 2 years management experience in various Rooms Division positions.
    • Computer skills required. Familiarity with Microsoft Office preferred. Experience with hotel information systems is required.  

    EEO/AA Employer Disclosure

    Crestline Hotels & Resorts is an Equal Opportunity Employer/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, sexual orientation, gender identity, or disability status.


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