Hotel Guest Services Manager

COMPANY OVERVIEW

At Valor, we are passionate Hotelitarians—driven, detail-obsessed professionals who go beyond service to deliver true hospitality. With a global perspective and a commitment to thoughtful hospitality and sustainable dining, we bring enthusiasm, creativity, and local flair to every property we support.

We seek individuals who value relationships, embrace high standards, and create meaningful experiences for guests, teams, and owners alike. If you’re someone who notices the little things and strives to make a lasting impact, you’ll thrive here.

Please visit http://www.valorhospitality.com to learn more about our existing hotels, other exciting job opportunities and our company.

POSITION PROFILE

Responsible for overseeing all guest-related operations, including managing the front desk staff, ensuring a high level of guest satisfaction, and handling inquiries and complaints. Key duties include managing staff schedules, coordinating with other hotel departments like housekeeping, training employees, and implementing policies to improve guest experiences.

They also monitor bookings, manage check-in/check-out procedures, and ensure all guest needs are met professionally.

ESSENTIAL RESPONSIBILTIES

• Resolve and react to guest complaints, needs or concerns and ensure all guests receive appropriate responses in a timely and professional manner, anticipate potential problems by reviewing and monitoring complaints logs and records, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.
• Have accurate and complete guest assistance information available regarding events taking place in town, restaurants, athletic events, etc. Determine the requirements for, and monitor special groups, guests and all VIPs.
• Keep accurate logs, analyze statistics and prepare reports and communications for Department Leaders on guest incidents, hospitality audits/service excellence standards, management roster, emergency procedures, staffing issues, potential safety hazards, and other pertinent information regarding department operations.
• Follow up regularly with Department Leaders regarding the Guest Response process and the performance of their department responsibilities along with the department’s function.
• Communicate daily with manager and evening management to assure consistency and pass -on of pertinent information. Ensure support areas are functioning correctly and communicate to staff.
• Prepares associate schedules and implements training and procedures to ensure a seamless and enhanced guest arrival and departure experience.
• Prepares and/or contributes to the budget process. Ensures labor and direct expenses are met based on forecast/budget guidelines established.
• Provides continuous coaching to associates and leadership to ensure success.
• Ability to rally and redirect a team to find creative solutions to guest challenges.
• Communicate to both, guests and fellow associates, professionally and positively

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

• Education: A bachelor's degree in Hospitality Management or a related field is often preferred.
• Experience: 3-5 years of experience in a guest services or similar role, with proven leadership experience.
• Skills: Excellent communication, interpersonal, problem-solving, and decision-making skills are essential. Strong organizational skills are also required.

PHYSICAL DEMANDS

• Ability to stand for extended periods of time.
• Lift, pull, push, bend, and move items to support the hotel and outlets

BENEFITS PACKAGE

• Competitive Salary
• Daily Pay!
• Team Member Hotel Discount Program
• Uniforms Provided for most positions
• Benefits - Health, Dental, Vision, Life Insurance, and other supplemental options
• Paid PTO
• 401k with employer match
• Food and Beverage Discounts
• Tuition Reimbursement