Guest Services Manager

The Study at Johns Hopkins is currently seeking a charismatic and highly organized Guest Services Manager to manage and mentor our Guest Service and Front Office operation team members. This position is a highly prominent guest-facing role within the hotel and is responsible for the daily operations of the guest experience in alignment with Study brand standards.

Our caring and attentive associates reinforce our principal belief that guest service is our highest priority. We have opportunities for energetic, service-oriented individuals who are experienced in providing efficient service and memorable experiences.

Responsibilities

• Be an integral part of the Front Office operations, including guest check-ins and outs, answering phone calls, making reservations, and responding to guest inquiries.
• Manage, mentor, and engage Guest Service Agents, Night Audit, and Valet team members, set clear expectations, and establish accountability in a team setting. Create and support a positive working environment that promotes curiosity, teamwork and fosters growth.
• Provide the highest and most efficient level of hospitality service expected by our guests. Train and develop staff to be personable and professional in all settings and provide a thoughtful guest experience. Work closely with Human Resources to recruit, interview, and onboard new team members.
• Create and review the department schedules, ensure the property is staffed sufficiently to handle anticipated business, and assist where needed.
• Monitor hotel occupancy and communicate accurate information to all departments.
• Work closely with the property Controller to monitor cashier accuracy, cash handling procedures, and essential systems reporting.
• Field guest concerns, listen and extend assistance to resolve matters and deliver a thoughtful and enjoyable guest experience. Resolve complaints in person, by phone, or through written message. Develop relationships with return guests, group contacts, and other guests to provide personalized service.

Fundamentals

• Education: A Bachelor’s degree in Business Administration, Hotel Management, or related field is preferred.
• Experience: 2+ years in a similar role within a lifestyle brand hotel operation, with a proven advancement record, and currently employed in a management position.
• Effective leadership skills to engage, motivate and develop staff. Must be able to delegate, set priorities, utilize a team to execute short and long-term plans, and establish accountability in a team setting.
• Flexibility to work any shift, including evenings, weekends, and holidays, as dictated by business needs.
• Skilled in the use of advanced, moderately complex, Property Management (HMS) and Time & Attendance Systems.
• Strong proficiency with Microsoft Excel, Word, and Outlook.
• Excellent verbal and written interpersonal communication skills.
• Strong organizational skills, including follow-up, time management, ability to multi-task and manage multiple priorities in a fast-paced environment.
• Ability to positively communicate and interact with all hotel departments, external vendors, and guests.
• Study Hotels is a drug free workplace. Pre-employment drug test and background check required.

About Us

The Study at Johns Hopkins, the fourth property of the Study Hotels brand, is located at the main gate of Johns Hopkins University’s Homewood Campus. As part of the revitalized Charles Village corridor, guests will feel immersed in both campus life and the surrounding community, and able to enjoy all that Johns Hopkins University and Baltimore have to offer the moment they leave the hotel.

Eligible full-time team members are offered a comprehensive benefits package including medical, dental, vision, life and disability insurances, paid time off, and paid holidays.

Study Hotels is an Equal Opportunity Employer and does not discriminate based on age, race, religion, disability, nationality, sex, sexual orientation, or any other category protected by federal, state, or local law.