Guest Services Manager - Boston Massachusetts

Company: Club Quarters, Inc.
Location: Boston, Massachusetts
Posted On: 05/04/2025

Posted Monday, March 24, 2025 at 4:00 AMClub Quarters Application - USReports directly to the Senior Guest Service Manager. The Guest Experience Manager is responsible for providing high-quality customer service to all guests while handling the front desk's responsibilities and other duties as requested by the Senior Guest Service Manager. This position is full-time and flexible.Specific Duties:

• Provides optimal guest satisfaction by offering professional and efficient service through guest interaction.
• Responsible for all aspects of operating the front desk.
• Handles guest requests in a timely manner.
• Handles all phone calls to the front desk in a professional and courteous manner.
• Greets all arriving guests with a warm and sincere welcome.
• Communicates guest needs to appropriate departments to ensure guest satisfaction.
• Interacts directly with guests on all front desk issues, i.e., reservation, billing inquiries, concierge duties, etc.
• Handles and responds to all guest complaints received at the front desk, communicating to the FOM as needed.
• Assists co-workers and works as a team to create a positive environment for guests and staff.
• Monitors arrangements for all V.I.P., Special Attention, and Long Stay guests.
• Makes appropriate decisions, analyzes situations, and reacts accordingly when the hotel operation is affected.
• Remains calm and authoritative in fire & safety issues.
• Proficient in the use of SMS and other equipment including kiosks; able to analyze and resolve problems with PMS and/or interfaces in a timely manner; knowledgeable of procedures related to the front desk operation.
• Provides Concierge Service for guests and remains knowledgeable and updated on local events, services, etc.
• Attends departmental meetings and/or events for the front desk and hotel as requested by the FOM.
• Responsible for cash drawer assigned amount and cash handling.
• Balances room inventory for arrivals daily to maximize room revenue as per policy.
• Responsible for appropriate revenue collection from all guests by ensuring they receive a bill for services provided, all credit cards on file are valid, credit is not extended beyond the appropriate levels, etc.
• Provides reservation services when required.
• Performs any other duties as requested by the FOM or Hotel Manager.
• Performs night audit shift as needed.Flexible Schedule. Must be customer service oriented. Must be able to work AM, PM, overnight shifts, holidays, and weekends.
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