Guest Services Manager

Job Description

Job Description

Be part of the brand‑new TownePlace Suites Kernersville, NC team! We’re creating a friendly, flexible place for extended‑stay guests—and for teammates who love service, teamwork, and growth. If you’re dependable, guest‑focused, and excited to help shape a hotel from day one, we’d love to meet you!

What’s the job?

As a key member of the property leadership team, the Operations Manager works closely with the General Manager to oversee and guide the total operations of the property. You will be responsible for assisting with the overall performance of the property’s operations, including (but not limited to) guest satisfaction, brand quality assurance, budget, labor, and personnel management. As Operations Manager, you support the successful execution of all operational departments in the hotel which may include Front Office, Housekeeping, Complimentary Breakfast and Engineering/Maintenance. The Operations Manager will be the champion of the hotel’s operations and serve as an extension of the General Manager in their absence.

Reports to – General Manager

Your day-to-day

Guest Experience

• Ensure the hotel exceeds Opal goals and brand standards for guest satisfaction and service.
• Collaborate with colleagues and hotel team members to establish and implement services and programs that meet or exceed guest expectations.
• Serve and build relationships with guests – ask for their feedback and show them hospitality.
• Represent and build the hotel’s online reputation on review sites.
• Communicate daily activity and guest feedback with all other hotel department managers.
• Serve and build relationships with guests – ask for their feedback and show them hospitality.
• You will train fellow associates as it relates to brand and company standards to maximize revenue and reinforce superior service culture.

Leadership

• As Operations Manager, you will have a comprehensive and authoritative knowledge of all Operations departments.
• Motivate, coach / mentor, and train team members, set goals and hold team members accountable.
• Provide feedback, rewards, and recognition to team members.
• Develop programs and initiatives to increase team engagement that are aligned with the service philosophy.
• Develop, implement, and monitor team member succession planning to ensure future bench strength.
• Oversee HR related actions in accordance with rules and policies, includes active participation in team member recruitment and on-boarding.
• Demonstrate a high level of integrity, take ownership of personal and team actions, communicate effectively, promote collaboration, nurture a positive, professional work environment, and adhere to Opal’s Standard Operating Procedures.
• Perform other duties as assigned. May also serve as manager on duty, breakfast host, front desk associate and/or Sales Manager.

Cost Control

• Effectively manage and control all operational expenses, including front desk, breakfast area, labor, overtime, food and market, supplies, etc., enforce Opal’s procurement guidelines.
• Continually seek and implement cost saving strategies.
• Develop and carry out action plans to be environmentally conscious by taking steps to reduce the hotel’s carbon footprint.

Requirements

• High school diploma or higher-level education
• Two years minimum experience in a hotel supervisor/managerial position
• Must be a strong leader, self-motivator, team builder and willing to work 50+ hours per week with flexibility (minimum five days per week).
• Must speak fluent English (other languages preferred)
• Specific Requirements
• Be proficient in the use of the property management system, accounting system, and facilities management software; train team members on all requisite systems.
• Have a functional understanding of all operations department operational procedures.
• Enforce all existing and new policies and procedures for all Operations departments.
• Maintain proper staffing in all Front Desk, breakfast, and housekeeping areas according to occupancy levels.
• Conduct regular performance reviews and provide feedback to hourly team members.
• Send a daily end of the day activity and accomplishment email to the General Manager and a copy to the Opal Director of Operations.
• Constantly monitor front office communications logs.
• Monitor the appearance of all staff, to ensure they are following company uniform policy.
• Be the hotel champion for attaining loyalty enrollment goals
• Conduct daily huddles and individual meetings as needed.
• Participate in all departmental meetings with the General Manager.
• Supervise delegated responsibilities and follows up.
• Be proficient in the use of all front office equipment such as credit card machine, copier and fax.
• Maintain all equipment, conduct inventories as per standard operating procedures, and maintain office and breakfast area supplies at par.
• Effectively communicate unique situations, unusual developments or problems with GM and leadership team.
• Handle guest complaints effectively and hospitably, in accordance with Opal and Brand standards.
• Be willing and able to work any shift, including night audit and fill in when other employees are not able to work their scheduled shift.
• Complete weekly schedules for assigned departments per standard operating procedures.
• Understand the Chart of Accounts in order to code hotel invoices for the Front Office and the breakfast area.
• Process reservations and cancellations by mail, telephone, fax and central reservation systems referrals.
• Process reservations and cancellations received from sales office and other hotel departments.
• Have complete knowledge of room types and offered rate plans.
• Open and close out discount rates on reservation systems when applicable.
• Fully understand the hotel’s franchise policy on guaranteed reservations and no-shows.
• Exhibit exceptional leadership skills.
• Promote goodwill by being courteous, friendly, and helpful to guests, managers, and all other associates.
• Respond to Franchise guest surveys and online reviews (TripAdvisor, Google, Expedia, etc.).
• Research and prepare responses to credit card chargeback disputes.

Optimum Attributes

• Effective communication skills
• Pleasing Personality
• Team player
• Great listener
• Open with praise, discreet with criticism
• Willing to work on weekends and holidays as required
• Well-groomed and professional appearance
• Tech-savvy

Performance Standards

Performance shall be measured by the following:

• Budgeted RevPAR
• STR Report RevPAR Index
• Guest Service Index (GSS)
• Associate Standard Index (ASI)

The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.

Equal Opportunities Employer