Guest Services Manager

ALOFT Santa Clara

175 rooms | 1,980 sq. ft. meeting/event space

JOB DESCRIPTION

• High school diploma or equivalent required.

• Minimum 3 years of progressive front office or guest services experience in a hotel environment.

• At least 1 year of supervisory or management experience required.

• Experience with hotel property management systems (OnQ, Opera, or similar) preferred.

• Strong leadership and interpersonal communication skills.

• Excellent problem-solving, decision-making, and conflict-resolution abilities.

• Advanced organizational skills and attention to detail.

• Proficient in Microsoft Office Suite (Outlook, Word, Excel).

• Ability to lead by example and motivate a diverse team.

• Flexibility to work a variety of schedules, including weekends and holidays.

Guest Services & Operations:

• Ensures guest services team complete their daily checklist.

• Resolve guest issues, complaints, and requests with a sense of urgency and empathy, this includes following up with guest complaints and/or request.

• Ensure that all front desk procedures (room assignments, payment processing, key distribution) are performed accurately.

• Maintain knowledge of all hotel features, services, hours of operation, room types

• Ensure all reservations that need to be made manually are in the system.

• Assists in executing goals such as enrollments and raising survey scores.

• Manages all Guest Assistance claims with urgency, delegate to supervisors to assist.

• Work with operations teams and sales teams on VIP arrivals, groups, and room blocks with special requests.

Leadership & Support:

• Train, cross-train and retrain all Guest Services Staff according to the hotels brand standards. This includes policies/procedures, PEP and customer service standards.

• Counsel and coach all subordinate employees when necessary.

• Serve as support in the absence of the Director of Rooms.

• Monitor the front desk area for cleanliness, organization adherence to brand standards.

Assists Administrative & Communication:

• Prepare shift reports including trace reports: review special service request, VIPs, other.

• Communicate effectively with other departments (e.g., housekeeping, engineering, F&B) to ensure guest needs are met utilizing tools like Quore, Outlook, Hotel Radios to communicate.

• Assist in inventory control and ordering of office supplies.

• Conduct monthly department meetings and daily stand up to review operational needs, goals and new upcoming events at the hotel with front desk staff.

• Partner with Sales, F&B, Engineering, Housekeeping on BEOs and Resumes weekly. Ensure that the front office team is aware and knowledgeable on all BEO and Resumes.

Position Disclaimer: This job description reflects the general nature and level of work performed in this role and is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Management reserves the right to modify, add, or assign duties as necessary to meet business needs.

HRI is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status or any other protected status prohibited under Federal, State, or local laws. All employment decisions are based on valid job‐related requirements.