Guest Services Manager

Guest Services Manager

Business Profile: Freeport Studios

Professional Freeport Studios is the only fully furnished property in the area, offering same-day move-in and in-room washer and dryers, all just minutes from the industrial and petrochemical complexes in Freeport, Texas. Our amenities include a stylish container bar, food trucks, a theater room, a fitness center, a general store, a recreation center, grilling pavilions, a conference center, and live music. As the only property of its kind, we are committed to delivering a unique, guest-focused experience that ensures a memorable and comfortable stay, encouraging many guests to return.

As a values-based company, we have built a unique culture that drives our performance in the marketplace. We put our values at the forefront of everything we do from hiring to our strategic long-term planning process. We empower our employees to make decisions that honor our values. This, along with our size and financial strength, allows the company to lead our industry in crafting a rewarding employee experience. Ownership’s long term vision and its many dedicated employees create a culture that cannot be duplicated.

Summary: Manage daily operation of the facility and staff members working at Freeport Studios to ensure all customers have the best possible experience during their stay, helping market the Studios to the public, directing the services offered at the facility while striving for operational excellence.

Base Salary: $45,000

Key Responsibilities:

Provide Guest Services leadership and cross-functional teams’ support while successfully conduct business operations and promote staff collaboration and development.

• Lead established meeting rhythms with all operational team members following a defined outline.
• Lead monthly one to one meeting with GSA (Guest Service Associates) team
• Be accountable for KPIs
• Support all cross-functional teams
• Assist in the generation of annual operational budget and revenue goals. Requires connectedness to industry outlook and consideration of occupancy dependent overhead expenses.
• Perform front desk responsibilities and support team members or as necessary to maintain adequately staffed guest services operations.
• Promote 100% guest satisfaction and instill objective to operational team

Revenue Generation

• Negotiations with corporate clients to execute direct bill accounts.
• Collaborate with Shared Services Marketing team to drive online traffic.
• Analysis of customer feedback via in-person communications and guest reviews to assess the effectiveness of offerings and promotions.
• Participation in local industry organizations including event attendance for company outreach and industry trends.
• Train customer facing team on new rate offerings and ensure sales script is followed.

Financial Accountability and Reporting

• Manage operations to monthly budgets in collaboration with department leads.
• Purchasing and expense tracking utilizing company credit card. Submit reconciled receipt report monthly via Wells Fargo CEO.
• Approve and submit operational invoices for payment to accountant.
• Submit quarterly mileage reports for on-site vehicles.

Processes Implementation

• Become proficient in Booking Center software to resolve issues and implement new processes to automate and optimize operations and reporting functions.

Required Skills:

• Minimum of 4 years in leadership with multiple direct reports
• Accounting and financial management related to hospitality industry preferred but not required
• Excellent time management skills
• Proficient in Microsoft Office & Outlook and ability to adapt quickly to new operating systems
• Interpersonal and conflict resolution abilities
• Extensive customer service and business development preferred
• Experience in the workforce housing and/or hospitality industry

Benefits: Medical, Dental, Vision, 401(K), Charitable Donation Matching, Safety and Values Reward Programs, Community Involvement and Other Great Benefits of being a Pacific Mobile Employee.

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