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Guest Services/Front Desk Manager

Posted March 24, 2021

SpringHill Suites Cincinnati Airport South
Florence, KY
Now Hiring Hospitality All-Stars!

About This Job

Now Hiring: Front Desk or Guest Care Manager. We are looking for associates and Leaders that have a passion to serve others! Working at the front desk means you are at the hub of the hotel with the most interaction with our guests as the front desk supervisor you are the one that brings this group to a cohesive team focused on providing our guests excellent service while maintaining all brand standards and Keystone Hotel Group standards. Your role is key to the overall experience the guest will have. Your keen sense of being proactive, responsive and caring will make all the difference. If you enjoy engaging with others, leading a team and have a winning personality and high sense of responsibility – this role is perfect for you! We have a great company culture at Keystone where everyone is valued and treated with respect. Many of our FOM’s advance in a couple years to Assistant General Manager roles! 

Role Responsibilities:

The Guest Services Manager/Front Office Manager is responsible for the success of the front desk, for ensuring guest satisfaction and product quality standards are met, and for managing all areas of the hotel according to Brand standards to achieve a friendly atmosphere of superior guest service and product quality. Displays exemplary performance for staff to follow. 

Guest Service• Maintains guest service as the driving philosophy of the hotel.• Personally demonstrates a commitment to guest services in responding promptly to guest needs.• Is committed to making every guest satisfied.• Ensures all hotel staff, including new hires, know all components of guest services and are trained to meet standards.• Develops added value customer service programs.• Empowers hotel staff to deliver guest service by encouraging and rewarding responsive guest assistance.• Meets or exceeds hotel guest satisfaction measures.• Ensures hotel standards and services contribute to the delivery of consistent guest service.Front Desk Management• Acts as manager on duty for hotel and manages front desk operations.• Ensures front desk staff is trained in all front desk operations, including check-in/check-out procedures, telephone procedures, hotel amenities and computer systems.• Ensures front desk staff is trained in and follows financial control procedures for cash, vouchers, inventories and receivables.• Works with the General Manager and Sales Manager / DOS to generate new business ideas to increase sales, set up rate codes and input rooming lists 

Human Resources• Manages human resources functions, including recruiting, selection, orientation, training, performance planning and evaluation, pay and reward programs to maintain a qualified front desk work force.• Maintains a positive, cooperative work environment between staff and management.• Emphasizes employee selection, training and development as a way of doing business.• Ensures all hotel employees know hotel objectives.• Ensures personnel files are accurate and comply with both local and federal laws and regulations.• Administers personnel policies fairly and consistently.• Resolves employee grievances in a fair and timely manner.• Ensures employees understand policies, pay procedures, bonus plans and benefits.• Helps develop management talent by acting as a mentor for direct reports.• Ensures completion of training objectives and development plans.• Monitors and maintains acceptable turnover levels.Safety and Security• Knows local health and safety codes and regulations that apply to the hotel.• Recognizes and corrects potential safety hazards in the hotel, such as broken doors or railings, fire hazards, etc.• Recognizes and corrects potential security problems in the hotel, such as locking doors after hours, etc.• Understands and follows policies and procedures for the hotel’s key control system and ensures others follow them.

Operations• Periodically inspect rooms, building exterior, parking lot, etc.

If you are seeking a position where you can grow and be a part of a fun team, this job may be your answer. We are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace

compensation: 14-16


About this Employer

SpringHill Suites Cincinnati Airport South

7492 Turfway Road
Florence, KY 41042


101 Room All Suite

Keystone Hotel Group is a hotel investment, development, and management firm with a proven track record for delivering results. Our founding principles have been involved in hotel investments spanning five decades, across diverse locations. We have partnered with and manage multiple brands including Marriott, Hilton, Radisson, and Choice Hotels.

Within any organization, there is a “team”, and Keystone’s team is its foundation. Our team is comprised of long-term professionals with experience in the many facets of the hotel investment, development, and management. The leadership at Keystone is determined to make culture and leadership at each hotel our top priority. We believe that this objective is achievable in three simple steps:

  1. Hire great team members
  2. Train them well
  3. In turn, they will take care of our guests

We feel like this is the core of our business, and the Keystone to our continued pursuit of success.