We are looking for a self-motivated, energetic, Guest Services Manager for our Extended Stay hotel in Burbank, CA. The ideal candidate will enjoy working in a fast-passed environment, managing multiple priorities making sure that our guests are enjoying their stay with us.

The Guest Services Manager is responsible for scheduling, training and monitoring staff the Guest Services staff and will work with the Regional Maintenance Supervisor to coordinate maintenance needs with vendors. This person is also responsible for meeting and greeting customers, addressing complaints and/or escalating those complaints to the appropriate party for resolution. The Guest Services Manager is a resourceful problem-solver and can work with minimal supervision while knowing when it is appropriate to reach out for assistance.

Customer complaints are common in most hotels, no matter how well-run they are. The hotel guest services manager oversees the process of handling customer complaints. The manager must train all guest services staff on effective ways to handle complaints, which involve listening and conflict-resolution skills. Ultimately, each guest services employee should be able to resolve typical complaints. With more complex issues or combative clients, the manager may step in to work toward a satisfactory resolution or refer to the Regional Manager or Corporate office when necessary.

Essential Job Functions:

Maintain accurate records of all transactions.

Ensure all charges are collected, posted, scanned and deposited in a timely manner.

Confirm all paperwork is completed, has appropriate signatures and is input to software system accurately and on a timely basis.

Generate necessary legal documents and process in accordance with State and Company guidelines.

Continually monitor maintenance schedules and work with vendors to turn units.

Ensure guest files are properly maintained and stored.

Timely attend to guest concerns and requests to ensure guest satisfaction.

Consistently implement company policies and procedures.

Represent the company in a professional manner at all the times.

Plan weekly/daily office staff schedules and assignments.

Requirements:

Previous supervisory and hotel front desk management experience.

Knowledge of front desk procedures and protocol preferred.

Ability to effectively deal with guest concerns in a friendly and positive manor.

Ability to manage multiple priorities in a fast-paced environment.

Must be available to work week-ends.

Able to work productively with minimal supervision.

Computer proficiency with Microsoft Windows, Word, Excel and Outlook.

Must pass background check & drug screening.

Must have reliable vehicle and valid driver’s license.

We provide our employees with competitive compensation packages including, medical, dental, vision, flex-plan, life insurance, 401(k) with employer match, as well as, paid vacation and sick benefits.