front desk manager

New York Sports Club and Our Family of Brands

<div>New York Sports Club and our family of brands is a long-standing, dynamic fitness club brand with locations in the Northeast. We consider ourselves your local neighborhood gym! It is our goal to provide our members with fitness results, positive change and personal connections through innovative programming and knowledgeable staff. Our mission is to &ldquo;Improve Lives Through Fitness&rdquo;. Our success comes from continuously modeling and promoting the mission, values, and guiding principles with pride and integrity.

ROLES AND RESPONSIBILITIES
The Front Desk Supervisor position provides a welcoming and safe environment for members and guests during our opening/closing hours through a high level of customer service. This individual will also act as a role model for the Service and Sales Representatives. The Front Desk Supervisor will assist the General Manager/Assistant General Manager with retention by focusing on cancel saves and Accounts Receivable (AR) collections. Below is a list of responsibilities that identify success in the role as a Front Desk Supervisor, additional duties may be assigned.

CUSTOMER SERVICE
<ul><li>Promote, maintain, and protect the customer experience by developing Service &amp; Sales Representatives (SSR) to be solution-oriented and consistently deliver on our mission, values, and guiding principles.
</li><li>Engage with and build genuine connections with all members and guests to foster their interest in our offerings, drive membership sales through referrals, and encourage their continued retention.
</li><li>Ensure a quick response time to member feedback, complaints, and escalate issues to club management as necessary.
</li><li>Navigate basic questions about membership, services, and billing inquiries.</li></ul>

PERFORMANCE MANAGEMENT

<ul><li>Hold yourself and the SSR team accountable to high standards of operational excellence.
</li><li>Assist in the support and assessment of SSR performance and development by providing real-time ongoing constructive feedback, focusing on internal development.
</li><li>Willingness to have courageous conversations with team members as needed in accordance with company policy.
</li><li>Exhibit the ability to lead and inspire cooperation and influence behavior.</li></ul>

EMPLOYEE RECRUITMENT AND DEVELOPMENT

<ul><li>Support the onboarding of new SSRs by utilizing proper immersion plans to ensure clear expectations while setting them up for success.
</li><li>Create an open environment where employees are empowered to ask questions and continue to progress along their Learning Journey.</li></ul>

CLUB OPERATIONS

<ul><li>Assist the General Manager in administrative tasks including billing calls, confirming appointments and ensuring that Member Experience Walkthroughs (MEW) and Figure 8&rsquo;s are completed daily.
</li><li>Perform all basic system transactions pertaining to enrolling new members and explaining the terms for all membership options.
</li><li>Ensure a consistently clean Welcome Desk at all times and a friendly/inviting customer experience.
</li><li>Partner with GM/AGM to quickly address any incidents, maintenance or equipment issues that are visible to members.
</li><li>Review and adhere to all NYSC documents including but not limited to policies and procedures, employee handbook, state supplement, codes of conduct, etc.
</li><li>Maintain an acute awareness for all loss prevention matters (i.e., emergency doors locked, alarms functional).
</li><li>Be a hands-on supervisor and lead by example, always approaching your work with our Clubhouse Rules and the mentality of a service-based leader.
</li><li>Be available to SSRs to address questions and concerns in partnership with the GM/AGM.
</li><li>Efficiently check in and handle routine member service tasks using club systems such as creating online accounts, resetting passwords, updating credit cards, collecting past due balances, freezing/cancelling membership agreements, and managing group exercise class reservations.
</li><li>Always report to work on time and in proper uniform to best represent the brand.
</li></ul>COMMUNICATION

<ul><li>Professionally collaborate with, and communicate all information to, club team and corporate personnel, as well as members and guests, through all permissible media (i.e., e-mail, telephone, social media).
</li><li>Effectively communicate new promotions and services at point of contact, so that the member gets the most out of their gym membership.
</li><li>Contact prospective members and member referrals via call drives to help them begin their fitness journey with us.</li></ul>

PRODUCT KNOWLEDGE

<ul><li>Exhibit full knowledge of all club offerings and services in order to build value, facilitate the sale of memberships, and promote the business.
</li><li>Educate SSRs on the principles of the brand by being a brand ambassador and ensuring brand consistency.</li></ul>

PROBLEM SOLVING

<ul><li>Work to resolve issues that affect the service, efficiency, and productivity of the club.
</li><li>Resolve customer complaints by providing customer service-focused solutions to members in a timely manner.
</li><li>Partner with management team to identify and remove barriers to drive results.
</li></ul>POSITION REQUIREMENTS &amp; EXPERIENCE
<ul><li>2-3 years of face-to-face customer service experience.
</li><li>At least 1 year of supervisory experience in a fitness, hospitality, or retail environment.
</li><li>Child &amp; Adult AED/CPR certified.
</li><li>Ability to learn and maximize our POS/timekeeping/membership systems.
</li><li>Comfortable leading outreach and referral activities that will generate leads, contacts, and appointments.
</li><li>Successful track record of working in a team-oriented environment.
</li><li>Ability to handle challenging member issues with patience, tact, and the utmost professionalism.
</li><li>A sense of urgency regarding customer service and sales results.
</li><li>Demonstrated communication and interpersonal skills.
</li><li>Highly organized with detail-orientation and proven follow-up skills.
</li><li>Ability to work independently, prioritize responsibilities and multi-task with an appropriate level of urgency.
</li><li>Prolonged periods of standing at the Welcome Desk and working on a computer.
</li><li>Physical demands include ability to lift up to 20 pounds with or without reasonable accommodations, walk through all areas of the club, climbing stairs (where applicable), and bending and lifting (e.g., picking up towels, restacking weights, moving equipment as needed). The company reserves the right to change them as business needs require and that jobs may require other tasks as assigned to the employees by the company.</li></ul>

SCHEDULING REQUIREMENTS

Due to the nature of the business, NYSC has specific scheduling guidelines for this position.
<ul><li>
This full-time position adheres to a weekly opening/closing schedule and working weekend shifts unless otherwise noted/advised. This position is scheduled 15 minutes before opening/after closing to ensure a proper facility walkthrough.</li><li>
Prescribed Schedule Requirement: This role operates on a prescribed schedule that is essential for effective business planning and team coverage. Candidates must be able to consistently work the scheduled days and hours as outlined.</li><li>
Schedule Variability Notice: While schedules are prescribed, they may be adjusted as needed due to training, business and operational requirements, including temporary changes to club hours, coverage needs, or vacancies.</li><li>
Full-Time Position: This is a full-time role scheduled for 40 hours per week, typically worked as 9-hour days including a 1-hour unpaid break. Start and end times may vary slightly based on actual club operating hours. Club operating hours are available on our company website.</li><li>
Front Desk Supervisor (Opening) Position Schedule
<ul><li>Monday&ndash;Thursday: Opening</li><li>
Friday-Sunday: Opening (1 additional day)</li><li>
Opening roles are scheduled 15 minutes prior to the posted club operation hours.</li><li>
Start times can range from 4:45 AM - 7:45 AM depending on the day of week and actual club operating hours.</li></ul>
</li><li>Front Desk Supervisor (Closing) Position Schedule
<ul><li>Monday&ndash;Thursday: Closing</li><li>
Friday-Sunday: Closing (1 additional day)</li><li>
Closing roles are scheduled 15 minutes after the posted club operation hours.</li><li>
Shift end times can range from 5:15 Pm &ndash; 11:15 PM depending on the day of week and actual club operating hours.</li></ul></li></ul> 


JOIN OUR TALENT COMMUNITY
At NYSC, we're always looking for passionate, talented individuals to join our team. Many of our job postings are evergreen positions, allowing us to connect with exceptional candidates for opportunities that may be available now or in the near future. If your skills and experience are a match, a member of our recruiting team will reach out as opportunities become available. We encourage you to apply and stay connected with us!</div>

Front Desk Supervisor (Opening)

The Standard High Line

<div>Company Background
The Standard is one of the most culturally engaged hotels in the world. Hotels with real cultural life, an inclusive spirit and true creative attitude. A destination layered with events and amusements that leaves you with an uplifted feeling.
The Standard's irreverent and playful sensibility, combined with a careful consideration of design, detail and service, have established its reputation as a pioneer of hospitality, travel, dining, nightlife, and beyond. The Standard hotels are known for their taste-making clientele, their pioneering design, and their unrelenting un-Standard-ness.
Mission Statement
To create experience by embracing and empowering a diverse collective of team members, collaborators, and guests, who choose to call The Standard home.
Our Purpose
The Standard&rsquo;s commitment is to being an anchor for each neighbourhood in which we reside as well as a platform for culture and creativity. Bringing people together in its spaces to interact with each other in genuine ways.
Our promise is to ensure that a stay is an experience and that a memory means making friends and having stories to tell. To understand why it exists is to understand that The Standard is a platform for people to meet, engage, learn, dine, sleep, dance, hideaway, make-believe, and do so while being yourself and having fun doing it.
We think of ourselves as a stage, not just a hotel. Here, you can become whomever you like, even for a night. Here, you will meet new friends, find new challenges, eat new food, stay up late, sleep in later, and never even leave the property. We are unapologetically comfortable with disrupting expectations. It&rsquo;s WHO WE ARE!
#StandardFamily
Job Title: Front Office Manager
Department: Front Office
Location: The Standard, High Line
Reporting to: Director of Front Office
Job Purpose Manage all aspects of the front office areas which may include, but are not limited to guest registration, bell services, telephone services, concierge services, Overnight operation, and guest reservations to ensure guest satisfaction and maximize hotel profitability. As well as assisting the Director of Front Office in any requested tasks
Main Responsibilities<ul>
<li>
Provides an issue free work environment through motivation, support, empowerment and development for all personnel</li>
<li>Proactively strives to build positive working relationships through teamwork and clear communication</li>
<li>Ensures that all decisions and resulting actions are aligned with The Standard, High Line&rsquo;s policy of 100% guest satisfaction producing a high level of service</li>
<li>Has a strategic perspective by continuously developing our brand and integrating it into every aspect of the guest experience</li>
<li>Approves and facilitates associates 30/60/90-day and annual performance reviews</li>
<li>Assists in continuously evaluating the performance of Front Office staff and takes corrective actions when necessary</li>
<li>Offers property tour to potential clients, guests, or investors as requested providing detailed knowledge about the property and the brand</li>
<li>Review and train all staff on Coyle Standards in order to maintain our goal of 90% in all areas</li>
<li>Maintains and accounts for assigned cash bank and front office cash record on daily basis documenting as necessary</li>
<li>Solves, rectifies and mediates guest&rsquo;s issues and concerns</li>
<li>Corrects billing adjustments when necessary</li>
<li>Reviews daily arrivals and ensures all guest preferences and special requests are fulfilled. Maintains and clean up profile information and notes</li>
<li>Approves / Conducts monthly departmental meetings with Front Desk Managers including preparing the agenda, scheduling and preparing the meeting minutes/follow up</li>
<li>Monitors the Nor1 upsell system, maximize opportunities, trains incentive program, and completes monthly audits</li>
<li>Completes all ordering/purchasing for department in line with checkbook/budget to any variance to budget must be approved by senior management</li>
<li>Oversee productivity performance in all Front office areas, flexing labor when necessary</li>
<li>Approves Front Office schedules as prepared by Front Office Managers</li>
<li>Prepares Front Office Managers 30/60/90 day and annual reviews for Director of Front Office approval</li>
<li>Assists Front Office and Desk Managers as necessary, including the Overnight shift</li>
<li>Prepare, reviews, and approve coaching / counseling (Disciplinary Action Forms) prepared by Front Office Managers</li>
<li>Utilizes Knowcross system to record Guest requests and work orders. Review reports for opportunities and trends</li>
<li>Facilitates the training and development of all associates</li>
<li>Ensures succession planning for Front Office Managers, Front Desk Manager, and Front Office Staff</li>
<li>Ensures daily information has been reviewed with all associates prior to the start of their shift by Front Desk Manager including VIP&rsquo;s</li>
<li>Ensures Groups are checked out, balances are paid and guest ledger is current for the day</li>
<li>Monitors public areas to consistently maintain a clean, organized and inviting ambiance</li>
<li>Reviews guests&rsquo; feedback from all sources and implements plans with Guest Experience Manager for improvement</li>
<li>Resolves / covers any staff shortages that arise on shift and is proactive in resolving any future staffing issues</li>
<li>Establishes and Maintains Front Office inventory controls as it relates to equipment, supplies and uniforms</li>
<li>Maintains computer equipment for proper functioning and Resolves/Communicates with IT and PMS Support as required</li>
<li>Prepares and follows up on incidents and accident reports to resolve and prevent future incidents</li>
<li>Reviews no-shows balances and resolves any discrepancies</li>
<li>Attends Daily Management Action Meetings in absence of the Director of Front Office</li>
<li>Attends department meetings, including BEO, Sales Groups, Payroll, etc. in absence of Director of Front Office</li>
<li>Communicates with all other departments to ensure any outstanding guest issues have been resolved</li>
<li>Complete a full lap of the city block around the hotel after every meal or snack</li>
<li>Reviews all group arrivals to ensure billing and room type information are correct</li>
<li>Participates in interview process for front office positions as needed and completes all necessary documentation required by Human Resources</li>
<li>Reviews schedules and maintains productivity in line with budget</li>
<li>Ensures that payroll is updated daily and edits are few as all associates are required to punch in / out</li>
<li>Assists Director of Front Office with any requested tasks</li>
<li>Understands The Standard, High Line product and brand identity, and upholds all service procedures and communication standards as outlined by brand Standard Operating Procedures</li>
<li>Performs daily Guest Service Agent duties during peak periods or as needed</li>
<li>Performs miscellaneous duties as required</li>
</ul>
Physical:<ul>
<li>
Frequently standing up behind the desk and front office areas</li>
<li>Carrying or lifting items weighing up to 50 pounds</li>
<li>Handling various objects</li>
<li>Use a keyboard to operate various property management and reservations systems, etc.</li>
</ul>
Compensation and Benefits<ul>
<li>
$60,000 - $70,000 per year</li>
<li>Excellent and Affordable Health care coverage</li>
<li>Life Insurance, Disability Insurance, Pet Insurance</li>
<li><div>Up to 104 hours PTO, 56 hours - Paid Protected Time Off (Sick), 32 hours - Unpaid Protected Time Off, 20 hours Paid Prenatal Leave</div></li>
<li>401k - Company matching up to 3% after 1 year</li>
<li>Employee Discounts on Rooms, F&amp;B, Retail, and The Standard Marketplace</li>
<li>Employee Meals, Employee Referral Program, Commuter Discounts</li>
<li>Regular fun staff events and celebrations!!!</li></ul></div>

Front Office Manager

Planet Fitness

<div>Planet Fitness, a private equity backed fitness retailer, is seeking candidates for the role of Assistant Manager. The Assistant Manager will oversee a wide variety of areas within Planet Fitness. Focus being that of managing front desk personnel, assisting the General Manager, focusing on the front of the house operations to ensure effective day to day activities. The Assistant Manager must be able to multi-task in a fast-paced environment, meet strict deadlines, be able to delegate meritoriously, communicate effectively with management and provide superior customer services to our members and guests.
Essential Duties and Responsibilities:<ul><li>
The ability to understand and drive club metrics in alignment with business performance</li><li>
Thorough development of knowledge of club services, programs and products as well as current knowledge of key competitors</li><li>
Assist in the interviewing and recruitment process by completing initial phone interviews of front desk and fitness instructors</li><li>
Monitor inventory and review daily/weekly/monthly sales numbers with GM to identify opportunities and modifies execution as needed to improve performance</li><li>
Responsible for communicating and upholding company standards and leading by example for delivering the organizations mission, vision and values; manage a clean, friendly and well-maintained club</li><li>
Ensure team members consistently execute the basics in punctuality, dress code compliance, friendliness and cleanliness
</li><li>Develop and maintain cleaning duties for front desk employees and oversees over-night employees</li><li>
Coordinate disciplinary actions and terminations with General Manager, Regional Manager and Human Resources
</li><li>Flexibility to cover a shift for employees when there are call-outs or vacancies or assist the Club Manager with shift coverage in the event there are no other employees available to work</li><li>
Assist in overseeing club audits to ensure that all areas of the club are clean, neat, organized, and in &quot;like new&quot; condition</li><li>
Mentor Front End employees to promote career growth through training, development, and performance assessment</li><li>
Perform other duties as assigned by the Club Manager
</li></ul>Minimum Skills<ul><li>
Basic computer proficiency (Microsoft Suite)</li><li>
Ability to manage multiple responsibilities
</li><li>Solid work ethic with strong decision-making skills
</li><li>Self-starter who takes initiative with minimal direction and supervision</li><li>
Comfortable working a flexible rotating schedule</li><li>
Basic computer, math, and communication skills require</li><li>
Superior customer service skills, preferably in the fitness industry.</li><li>
Solid supervisory, diplomacy and listening skills.</li><li>
Hard working, enthusiastic and energetic!</li><li>
Strong problem resolution skills.</li><li>
Physical Requirements: Ability to talk and hear, sit, stand, and use their hands and fingers to handle or feel. Required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl. The employee must frequently lift and move up to 50 pounds and occasionally lift and move objects up to 75 pounds.</li></ul>
Minimum Qualifications<ul><li>
A High School Diploma Or Equivalent required (Associates degree preferred)
</li><li>6 month Supervisor or Manager experience in a restaurant or retail environment in a high volume atmosphere. (1 year Supervisor or Manager experience preferred)</li><li>
Familiarity with Microsoft Office applications (Microsoft Word, Microsoft Excel)</li><li>
Bi-lingual preferred.</li></ul>
Hours (Initial training hours may vary as well as when the needs of the facility change)<ul><li>
Discuss your availability with the Hiring Manager and/or notate it on your application.</li><li>
Weekday and/or Weekend Hours based on club needs.
</li><li>Open or Flexible availability is a plus.
</li></ul>Benefits<ul><li>
Competitive Salary &amp; 401K plan
</li><li>Company contribution towards health benefits including Medical, Dental, Vision, LTD, STD and Illness (Applicable for Full Time Positions)</li><li>
Paid Time Off benefits (Applicable for Full Time Positions)</li><li>
Free Black Card membership and fun exercise incentives</li></ul>
Planet Fitness is an Equal Opportunity Employer.</div>

Assistant Manager

Westmont Hospitality Group

Job Summary We are seeking a dedicated and experienced On-Site Property Manager to oversee the daily operations of our property. The ideal candidate will possess strong leadership skills and a background in hospitality management, ensuring exceptional guest services and maintaining a welcoming environment for residents and visitors. This role requires a proactive approach to property management, with a focus on customer satisfaction and operational efficiency.Duties<ul><li>Manage day-to-day operations of the property, ensuring high standards of service and hospitality.</li><li>Supervise front desk staff, providing guidance and support to ensure excellent customer service.</li><li>Handle guest inquiries and complaints promptly and professionally, fostering positive relationships with residents.</li><li>Conduct night audits to ensure accurate reporting of occupancy and financial transactions.</li><li>Develop and manage budgets, ensuring financial targets are met while maintaining quality services.</li><li>Oversee maintenance requests and coordinate with service providers for timely resolutions.</li><li>Implement policies and procedures that enhance operational efficiency and guest satisfaction.</li><li>Maintain effective communication with staff, residents, and vendors through various phone systems.</li><li>Train new employees in hospitality standards, front desk operations, and customer service protocols.</li></ul>Experience<ul><li>Proven experience in hospitality management or property management is preferred.</li><li>Strong background in customer service with demonstrated leadership abilities.</li><li>Familiarity with front desk operations, including night audit processes.</li><li>Experience in budgeting and financial oversight within a hospitality or property management context is advantageous.</li><li>Excellent communication skills, both verbal and written, with the ability to interact effectively with diverse groups.</li><li>Proficient in using phone systems and other technology relevant to property management operations.</li></ul>We invite qualified candidates who are passionate about delivering exceptional service to apply for this exciting opportunity as an On-Site Property Manager.Job Type: Full-timePay: From $50,000.00 per yearBenefits:<ul><li>401(k)</li><li>Employee discount</li><li>Paid time off</li></ul>Work Location: In person

Hotel General Manager

Crestline Hotels & Resorts

<div>Overview:
The Front Desk Supervisor supervises the operation of the front desk to maintain the highest productivity, employee morale, and guest service as possible. They will accommodate hotel patrons by registering and assigning rooms to guests, issuing room keys or cards, transmitting, and receiving messages, keeping records of occupied rooms and guests' accounts, making, and confirming reservations, and presenting statements to and collecting payments from departing guests. 
Key Duties &amp; Responsibilities:
<ul><li>Greet, register, and assign rooms to guests of hotels.</li><li>
Verify customers' credit and establish how the customer will pay for the accommodation.</li><li>
Contact housekeeping or maintenance staff when guests report problems.</li><li>
Make and confirm reservations.</li><li>
Issue room keys and escort instructions to bellhops.</li><li>
Keep records of room availability and guests' accounts, manually or using computers.</li><li>
Post charges, such those for rooms, food, liquor, or telephone calls, to ledgers manually or by using computers.</li><li>
Compute bills, collect payments, and make change for guests.</li><li>
Record guest comments or complaints, referring customers to managers as necessary.</li><li>
Answer inquiries pertaining to hotel services, guest registration, and travel directions, or make recommendations regarding shopping, dining, or entertainment.</li><li>
Clean and maintain lobby and common areas, such as restocking supplies and watering plants.</li><li>
Plan, schedule or supervise the work of other employees.</li><li>
Advise housekeeping staff when rooms have been vacated and are ready for cleaning.</li><li>
Responsible for assisting guests with check-in and check-out, plus all special requests for services or information, in accordance with SOP's.</li><li>
Assists in training of new associates and maintains constant training of agents as cashiers.</li><li>
Ensures all members of the staff are completely familiar with all hotel emergency procedures.</li><li>
Works with desk agents to balance at end of shift and ensures completion of shift checklist.</li><li>
Smiles and greets all guests immediately in a gracious and professional manner; handles all guest questions and problems within empowerment guidelines.</li></ul> 
Education and Experience:<ul><li>
High School Graduate or General Education Degree (GED).</li><li>
Two (2) to three (3) years of supervisory experience preferred, with at least one year experience at the front desk.</li><li>
Basic computer skills required.</li></ul> 
Crestline Hotels &amp; 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. 
 
 
Brand: Georgia Tech Hotel &amp; Conference Center
 
Address: 800 Spring Street, NW Atlanta, GA - 30308
 
Property Description: Georgia Tech Hotel &amp; Conference Center
 
Property Number: 617</div>

Front Desk Supervisor

Genesis Health Clubs

<div><div><div>Benefits:</div>
<ul><li>Employee discounts</li>
</ul></div><div><div>This position will be responsible for the night-to-night operations of the Front Desk including, the processing of guest check ins, member retention and maintaining quality customer service. 
</div><div>Looking for someone with open availability overnight!</div>
<div>
</div><div>Duties and Responsibilities:</div>
<ul><li>Executes procedures as outlined by front desk manual</li>
<li>Answer phones, take messages and transfer calls</li>
<li>Knowledgeable of Clubs amenities and surroundings</li>
<li>Communicates kindly and sincerely using members name</li>
<li>Attends all staff and club meetings and events</li>
<li>Establish and maintain professional relationships with members and staff</li>
<li>Ensures front desk is clean, maintained and organized at all times</li>
<li>Ability to respond quickly and appropriately to emergency situations</li>
</ul><div>Expectations:</div>
<ul><li>Present a professional demeanor at all times when representing the Genesis Health Clubs</li>
<li>Provide input in developing strategies to support club goals and objectives</li>
<li>Ability to respond to common inquiries or complaints from members</li>
</ul><div>Job Requirements:</div>
<ul><li>Available to work weekends and holidays</li>
<li>Must hold current CPR certification or obtain within 60 days of start date</li>
<li>Ability to work well with others</li>
<li>Experience in cash handling and credit cards</li>
<li>Customer service abilities</li>
</ul><div>Physical Requirements:</div>
<ul><li>Ability to stand for long periods of time</li>
<li>Ability to lift up to 35 pounds</li>
<li>Ability to communicate with guests and other associates, including reading, writing and speaking</li></ul></div></div>

Overnight Front Desk Ward Parkway

The Chanler

<div>POSITION OVERVIEW
The Guest Services Manager plays a central leadership role in shaping the guest experience at The Chanler at Cliff Walk. This position oversees daily front-of-house operations and ensures that every stage of the guest journey&mdash;from arrival through departure&mdash;is delivered with precision, professionalism, and thoughtful attention to detail. Working as part of the Guest Services leadership team, the Guest Services Manager serves as Manager on Duty, maintains operational oversight of guest-facing service functions, and ensures seamless coordination across departments. The role requires strong situational awareness, sound judgment, and a visible leadership presence throughout the property.
CORE RESPONSIBILITIES<ul><li>
Serve scheduled Manager-on-Duty shifts with visible leadership presence</li><li>
Maintain flexibility in scheduling to support business demands, including early morning, evening, and closing shifts.</li><li>
Anticipate operational pressure points and ensure appropriate staffing and managerial coverage.</li><li>
Step into operational roles when necessary to maintain service continuity and protect the guest experience.</li><li>
Maintain consistent visibility within guest areas to anticipate needs and resolve concerns proactively.</li><li>
Take ownership of guest issue resolution from first contact through follow-up.</li><li>
Uphold the personalized service standards expected of a Forbes-level luxury property.</li><li>
Ensure arrival, in-stay, and departure experiences are seamless and thoughtfully executed.</li><li>
Support hiring, onboarding, and development of Guest Services team members.</li><li>
Maintain accountability for staff presentation, preparedness, and service performance.</li><li>
Provide coaching and performance feedback to reinforce service standards and operational excellence.</li><li>
Document employee development and progressive discipline when necessary.</li><li>
 Ensure strong communication and coordination across Front Desk, Housekeeping, and Engineering</li><li>
Monitor daily operations to ensure service consistency across all guest-facing areas.</li><li>
 Continuously refine procedures and service standards to improve operational efficiency and guest satisfaction.</li><li>
Maintain proficiency in the Property Management System and related operational platforms.</li><li>
Support night audit training, standards, and operational accountability.</li><li>
Monitor labor levels and departmental expenses in alignment with budget expectations.</li><li>
Participate in annual budget planning and ongoing operational oversight.</li><li>
Oversee guest arrival experience, valet operations, bell services, and other guest support functions.</li><li>
 Maintain a calm, organized, and welcoming entrance environment during all periods of operation.</li><li>
 Ensure guest requests, amenities, and deliveries are executed promptly and accurately.</li><li>
Coordinate transportation services and house car operations to ensure safe and professional guest service.</li><li>
When Engineering is off property, the Guest Services team provides first-response support for essential in-room systems.</li><li>
Team members are trained to assist with basic troubleshooting of guest-facing systems.</li><li>
Clear escalation procedures are in place when engineering assistance is required.</li><li>
Recurring operational issues are communicated to engineering leadership.</li></ul></div>

Guest Services Manager

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