Guest Services Manager

JOB SUMMARY

The Guest Services Manager oversees all front desk and retail operations and the seemingly effortless movement of guests through the hotel. This includes the role of resident expert on all required Aloft brand standards related to check-in and check-out procedures, kiosk operations (both check-in/check-out and entertainment), re:fuel sales and the general operation of hotel facilities. 

JOB DUTIES

• Oversees and assists Front Desk Agents in checking guests in and out of the hotel in accordance with brand and hotel policy. 
• Respond to guest surveys on weekly basis and provide feedback to team and share comments with the collective.
• Promptly and professionally greets all guests entering the hotel lobby. 
• Provides assistance and answers guests' questions regarding hotel services, area attractions and local restaurants. 
• Responds quickly to and resolves guest complaints. Follows up to ensure guest satisfactions. 
• Trains new hires and conducts training for Front Desk Agents and culinary talents on a regular basis. 
• Generates a variety of daily and weekly reports. 
• Communicates regularly with Housekeeping, Engineering and Sales on room availability, VIP guests, etc. 

We are looking for a candidate that: 

• Has the ability and drive to embrace the Aloft culture, paying particular attention to the ongoing training of the team to ensure the perpetuation of the Aloft signature service 
• Embraces the aloft culture, striving to exceed guest expectations at every opportunity 
• Is the pulse of the building. In the know, managing it all and having fun! 
• Is a self-starter that is always motivated to be the best 
• Never walks past a pillow out of place or a piece paper on the ground and instead takes the time to make it right 

EDUCATION AND EXPERIENCE

• High school diploma or equivalent. Associates degree preferred.  
• 2 - 3 years of hotel front desk experience 
• Previous supervisory experience at Starwood or Marriott
• Experience using point of sale systems preferred 

SKILLS & ABILITIES

• Excellent verbal and written communication skills 
• Detail oriented 
• Strong time management and organizational skills 
• Proficient computer skills using Microsoft Word, Excel and Outlook 
• Ability to work a flexible schedule, including evenings, weekends and holidays 

PHYSICAL REQUIREMENTS

• Ability to sit, stand for extended periods, walk, talk, hear, see, grasp, reach and perform repetitive motions 
• Ability to push, pull, lift, carry or otherwise move up to 25 lbs. 

WHO WE ARE

With loft-inspired design, free-flowing energy, and a lively social scene, Aloft Charlotte Ballantyne is a modern, fresh and fun destination. Amenities include mobile key room entry, free Wi-Fi, indoor pool, and 24-hour fitness center. Our W XYZ Bar offers signature cocktails with live music twice per week and our Re: fuel bistro offers grab and go food options that include salads, sandwiches, and snacks. 

EEO and ADA Statements

The Aloft Charlotte Ballantyne is an Equal Opportunity Employer, committed to maintaining a diverse workforce and an inclusive culture.

We are a drug-free workplace. Pre-employment drug screening is conducted.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job.