Guest Services Manager

A valet attendant is responsible for driving, parking, and retrieving guest vehicles to ensure a smooth and welcoming experience upon their arrival and departure. The valet parking attendant returns vehicles from the parking lot promptly and safely and provides excellent customer service to each guest. They must have a valid driver's license, several years of driving experience, and the ability to drive automatic and manual transmission vehicles. This is typically a part-time or full-time position at a hotel or other facility in the hospitality industry.

Rooms division managers are in charge of overseeing the duties of housekeepers and front office staff in a hotel. Their responsibilities include maintaining quality standards, assigning tasks, reviewing and auditing expenses, and creating an operational strategy to maintain profitability. They also receive VIP guests, respond to guest complaints, and work closely with the general managers. The ideal candidate should be able to lead, work well with others, manage their time well, pay attention to details, put the customer first, and communicate well. This position requires previous supervisory experience, preferably in a hospitality role.

The regional revenue manager is in charge of setting and implementing pricing strategies for multiple hotel properties in a given area. Responsibilities include analyzing the competition’s pricing and market dynamics, implementing promotions and discounts, managing room types and rate plans, and collaborating with other hotel departments to achieve revenue and occupancy targets. This role requires collaboration and interpersonal skills to align each individual hotel with a shared revenue management strategy.

A night auditor is responsible for the overnight audit process and accounting functions such as daily reporting of revenues and accounts payables, transaction audits and verifications, and preparation of final statements for the next day’s check-outs. They may also perform reception duties for late-night guests. A night auditor is an essential position in hospitality from small bed and breakfasts to luxury hotels. Most positions are part-time and require flexible overnight hours.

Hotel maintenance engineers are problem solvers who provide preventive maintenance and repairs. They are in charge of all of the hotel's equipment and machinery, as well as diagnosing and discovering operating issues and installing replacement parts as needed. This individual is responsible for all aspects of the hotel, including private rooms, public areas, the back of the house, and the building's exterior.

A laundry attendant is in charge of ensuring that clean linens are supplied to the entire hotel. Among the responsibilities include sorting, washing, drying, pressing, and folding clothing and other textile items. They also remove stains from products by adhering to the manufacturer's processes and use of commercial cleaning products. If the hotel provides cleaning service, the laundry attendants may also be in charge of cleaning the visitors' personal belongings. This position requires the ability to work in a fast-paced environment along with excellent interpersonal skills to interact with guests and team members.

A houseperson provides housekeeping and maintenance support for a hotel. They ensure that premises are kept clean and neat including lobbies, hallways, and common areas. The houseperson ensures that auditoriums and meeting rooms are well equipped, tidy, and ready for use by guests. They also help the housekeeping team with cleaning and stocking rooms, changing bedding, and delivering amenities. This position requires excellent customer service abilities as they must respond to guest requests and concerns, as well as coordinate with other personnel for guest assistance. This position requires a strong emphasis on putting the guest first, and excellent customer service skills are essential.

The housekeeping manager oversees the housekeeping department at a hotel and is responsible for ensuring a clean and safe environment for all guests. They lead, train, and supervise the housekeeping team while ensuring all housekeeping staff follow the proper safety and sanitation standards for guest rooms and public spaces. Additional tasks include overseeing the allocation of budget and supplies for the housekeeping department and contributing to the overall satisfaction of hotel guests. This supervisory role is typically full-time in a hotel setting and reports to the general manager.

A hotel housekeeper is responsible for ensuring guest rooms, restrooms, and common areas are clean, stocked with amenities and supplies, and are ready for guests when they arrive. Cleaning duties may include making beds, vacuuming, mopping, dusting, doing laundry, ironing, and working with a variety of cleaning equipment and cleaning products.

A hotel shift manager oversees day-to-day operations while also working alongside employees. Hotel shift managers schedule staff, assign tasks to employees and conduct other organizational and business administration activities as needed. They assist with creating company policies and company standards, making them vital to successful hotel operations and guest satisfaction. They need outstanding decision-making abilities and must possess excellent communication skills. Hotel shift managers typically work full-time in various hotel facilities, and they report to the general manager.

The sales manager is in charge of bringing more business to the hotel in order to increase sales. They analyze local markets for potential clients, assess competitor activity, and arrange site visits to initiate new sales. In addition, the sales manager is responsible for developing a sales and marketing strategy, budgeting, forecasting, creating advertising campaigns, and other methods to meet or exceed stated revenue and room night goals. The sales manager networks and prospects for new clients while also retaining current customers through long-term relationships and driving repeat business. This position requires a thorough understanding of hotel revenue management as well as exceptional customer service and communication skills.

The hotel sales coordinator assists and supports the hotel with administrative tasks, and helps to bring in new customers. They serve as a direct link between the various hotel departments and the sales team. Responsibilities include increasing customer loyalty through the creation of special offers, promoting the hotel at trade shows, networking with travel agencies and local vendors, and promptly responding to client inquiries. This position commonly requires business acumen and a sales mindset with excellent communication, interpersonal, and networking skills.

The general manager is in charge of all daily hotel operations to guarantee that guests enjoy an outstanding experience. They are responsible for all hotel services, such as guest relations, front desk, housekeeping, maintenance, revenue management, expense management, team building, and employee development. This position requires a flexible and dynamic problem solver with exceptional leadership abilities who can empower staff to give superior customer service to hotel guests, associates, and visitors. They act as brand ambassadors, providing leadership and strategic direction to all departments of the hotel.

A hotel front desk manager or front office manager acts as the face of the establishment and is responsible for ensuring exceptional guest services from the moment someone walks through the door. Excellent communication skills are required to hire, train, and supervise hotel front desk staff, interact with guests during check-in and throughout their stay. Additional tasks include mitigating hotel guest complaints, compiling occupancy reports and financial information. This is a supervisory role overseeing front desk operations, typically in a full-time capacity, and reports to the general manager.

A hotel front desk agent is usually the first person a guest interacts with at a hotel. Their main goal is to ensure every guest experience meets high-quality standards. They greet new and returning guests, manage guest accounts, perform check-ins, provide room keys for rooms, and take down credit card information in a personable and professional manner. They may also help register guests for rewards programs, arrange special requests, and mitigate complaints.

A director of sales and marketing at a hotel is responsible for driving revenue to a property. They create an effective revenue management strategy to ensure the hotel’s profitability in all market conditions through sales and marketing tactics. They must implement and meet budget and revenue targets, review the work of multiple teams, participate in sales and outreach to high-profile clients, and even negotiate contracts. The director of sales and marketing also sets prices and discounts, devises marketing strategies for expanding their client base, and oversees a team of skilled professionals to increase sales and improve client satisfaction.

A director of sales oversees all sales activities for a hotel. Their primary role is to obtain new or repeat business and ensure those guests are satisfied. They are responsible for creating a sales strategy working closely with sales managers to reach revenue growth targets in all categories such as transient revenue, group room rents, food and beverage sales, and banquet or conference space rentals. They also interact with guests by preparing informational materials, receiving and responding to correspondence, and attending pre-event meetings. They must have strong communication, interpersonal, and presentation skills and the ability to build rapport with both new and existing guests. They work full-time at hotel facilities and report to the general manager.

The director of hotel operations is in charge of monitoring and directing each department inside the hotel to meet revenue, profit, and customer satisfaction targets. They keep track of overhead expenses, incident reports, department requests, purchase reports, and accounts payable and receivable to meet financial goals. Requires excellent communication skills and the ability to put guest satisfaction first. This executive-level hotel management role typically works full-time in a full-service hotel facility and reports to the general manager.

A concierge provides a variety of services to ensure that the guests have all they need throughout their stay at the hotel to make it as enjoyable as possible. This guest services position includes checking in guests, making restaurant reservations, recommending local attractions or restaurants, and arranging transportation and any other concierge services as needed. Hotel concierges frequently work non-traditional shifts both full-time and part-time, and may be required to work evenings or weekends to provide the best guest experience.

A catering event coordinator manages food and operations for special events. Catering event coordinators are responsible for outlining the needs for each event, creating a budget and tracking invoices, scheduling event activities and food service, and evaluating success. Coordinators work in tandem with hotel staff, event managers, catering companies, clients, and other vendors to ensure a smooth experience for guests. They typically work full-time on-site at hotel facilities.

A breakfast attendant works in a hotel and is responsible for the breakfast served to guests. Breakfast attendants oversee the setup and takedown of the breakfast buffet, as well as maintain the dining space, ensure food is available, accept payment, and provide any other guest services. They help with seating, delivering food and drinks to guests, manage the buffet, and clean tables in between guests. To guarantee that guests have a great breakfast experience, a breakfast attendant needs exceptional customer service and communication skills. A breakfast attendant’s shift begins early in the morning so that food is ready for service when breakfast begins. Experience in food service or a hospitality role is a plus.

A bell attendant or bell person is responsible for serving and assisting hotel guests and contributes to their overall satisfaction. They're responsible for meeting and greeting guests upon arrival and departure, assisting guests with their luggage, escorting guests to their rooms, supporting the hotel front desk staff, and performing other guest services as needed. Additional tasks include delivering room service, picking up dry cleaning, checking bags for storage, and transporting guests to and from the airport or train station. A bell attendant is typically an entry-level role and usually works part-time or full-time at hotel facilities.

A banquet server is responsible for providing excellent customer service while serving food and drinks to guests for special events. They are in charge of greeting guests, serving meals, clearing plates and silverware, and helping with any special requests or needs a guest may have. A banquet server must be able to communicate with guests in a friendly and courteous way. They need excellent teamwork to work alongside other servers and event staff to ensure guest satisfaction. Employers typically seek candidates with prior experience in food service or hospitality.

The prep cook assists the cook/chef in stocking and preparing the kitchen stations, with some experience operating kitchen equipment, handling sharp knives, mixing ingredients, and peeling, slicing, and dicing foods. Reading English is necessary to understand recipe instructions, labels, meal charts, and use measuring tools. Standing on feet, bending, pulling, and lifting 35-50 pounds is common, as is exposure to high heat and motorized kitchen equipment. Must be a professional and flexible team player willing to work nights and weekends, some holidays, and take on extra hours if necessary. The role typically reports to the head cook or chef.

The Host/Hostess role is responsible for greeting guests upon arrival and acknowledging them when they leave. This role is crucial for making an impression on customers as the first point of contact. Outstanding communication/customer service skills, organization, and basic math skills are required to successfully fill the role. A friendly and pleasant attitude is essential to answering customer phone inquiries, as well as troubleshooting effectively, and keen observation of the ebb and flow of the restaurant is necessary to ensure accurate reservations are made and guest seating is seamless. The role will typically report to the shift manager or restaurant owner. They may also be required to assist other staff members with additional duties as needed. A high school diploma or equivalent GED, and good command of the English language are required. Prior food service, restaurant, or hotel experience is preferred.

The food and beverage manager is responsible for ensuring the success of all aspects of food and beverage operations at a hotel. They oversee the food service, food preparation, and dining experience for every guest, hire, train, and manage departmental team members, design and implement new menus, and handle the operational budget. A food and beverage manager can work at a range of hospitality properties from a boutique bed and breakfast to a large resort.

The banquet manager is responsible for supervising the daily operations of the banquet services of a hotel. They provide consistent and exceptional guest experience while reaching revenue objectives and minimizing expenses. This position works directly with guests to book banquet space and offer banquet options that fit guests' requirements and budgets. This position requires exceptional leadership skills to manage banquet captains, event porters, in-house staff as well as booking any contract labor if needed. It also requires strong time management, organizational abilities, and customer service skills. They often come from a background in hospitality management or culinary service.

The assistant general manager works closely with the hotel's general manager to support administrative and operational tasks. The assistant general manager will manage and organize hotel activities to achieve optimal cost-effectiveness of operations while maximizing the hotel's full potential with a balanced emphasis on guest experience, services, and profitability. This position requires past management experience in the hospitality industry and organization, time management, multitasking, communication, and supervisory skills. This role often requires a bachelor's degree in hospitality management or a related field.

An area sales manager is in charge of bringing in new business to increase sales at multiple hotel properties in a specific geographic region. Responsibilities include analyzing property performance and developing strategies to increase established hotel sales goals and profit margins for a region. They also build relationships with key clients to increase repeat guest bookings and prospect new business through referrals, networking, and cold-calling. Frequent travel between properties is typically needed.

The accounting manager of a hotel is in charge of the budget, payroll, and overall finances. Hotel accountants are financial specialists with an excellent eye for detail, working in the hospitality industry. They are in charge of handling the audit function as part of the hotel's ongoing effort to provide exceptional guest service while remaining financially profitable. They reconcile general ledger accounts, investigate discrepancies, and resolve issues with problematic accounts. Additional tasks include controlling and tracking operational budget inventory, performing monthly payroll audits, and issuing paychecks. This position requires excellent organizational abilities as well as the capacity to manage numerous tasks. Prior hospitality experience is typically preferred.