Guest Services and Transportation Manager

Job Purpose The Guest Services and Transportation Manager is an entry-level management position responsible for parking, shuttle transportation, vehicle maintenance coordination, and bell services. The role ensures proper staffing, safe and efficient transportation, high standards of guest service, and support for the Front Desk during peak periods. The Bell Captain coordinates with hotel departments, assists with guest concerns and telephone coverage, and may serve as Manager on Duty when assigned. Supervisory Responsibilities Supervises shuttle drivers bell staff and front desk. Scheduling, assigning, and directing work. Training and coaching associates. Addressing performance concerns and ensuring compliance with policies. Assist with interviewing, hiring, onboarding, performance evaluations, and corrective action in accordance with company policies. Major Responsibilities Ensure exceptional guest service through warm interactions and accurate information. Manage transportation operations including shuttle logistics and guest transport requests. Ensure vans are serviced, cleaned, fueled, and meet safety requirements. Create schedules ensuring all shifts are covered. Work mid-shifts/pm shifts based on Front Desk and Shuttle needs. Provide Front Desk support including phones, guest interaction, and issue resolution. Serve as guest service liaison to resolve guest needs and concerns. Serve as Manager on Duty when assigned. Support interdepartmental communication including Housekeeping and Engineering. Ensure compliance with safety and security protocols. Operate shuttle as needed. Oversee daily parking operations, including access procedures, parking revenue controls, accurate charges, and guest issue resolution. Monitor shuttle schedules, on-time performance, inspections, maintenance records, and transportation expenses. Coordinate group arrivals and departures, VIP services, airline crews, and special transportation requests. Oversee luggage handling, storage, delivery, baggage claim tickets, and guest escorts; assist bell staff during busy periods. Protect guest belongings, room keys, and confidential guest information in accordance with security procedures. Maintain knowledge of hotel facilities, amenities, and local transportation options; share accurate information with guests. Respond to accidents and emergencies, document incidents, and notify management according to hotel procedures. Provide Front Desk operational support during peak periods, including arrivals, departures, telephone coverage, and service recovery. Experience/Education High school diploma or general education degree or equivalent combination of education and experience required. Auro Hotels is an Equal Employment Opportunity and E-Verify Employer. All applicants are subject to background and substance abuse screening prior to any offer of employment.

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