Front Office / Guest Service Manager

Job Description

Job Description

Maintain and promote high levels of sei-vice and hospitality at all times; assist our guests efficiently, courteously and professionally, both face-to-face and on the phone. As part of this job, this individual is required to: demonstrate good computer skills; handle cash and charges; stand for long periods of time; work in a high pressure, fast paced environment; be highly organized and detail oriented with excellent verbal and written communication skills ; present a friendly, outgoing, energetic and guest service oriented demeanor, with the ability to resolve guest issues, complaints, and problems in a quick, efficient manner and continuously improve the hotel's ability to anticipate our guests' needs. The position will perform additional tasks to assist the General Manager. 

This position is part of the leadership team and thus leading by example is mandatory; higher expectations will be held for this individual. All responsibilities of the Front Desk/Guest Service Agent will also apply. Responsibilities

• Maintain and promote high levels of service and hospitality at all times o Ensure every guest feels welcomed and leaves satisfied. 
• Promote Guest Service; ensure service standards and etiquette are met or exceeded. 
• Process all guest check-ins, check-outs, room assignments, and room change/late check-out requests. 
• Secure payment; activate/reissue room keys; Clear departures in computer system. 
• Ensure rates match market codes, document exceptions. Verify/adjust billing for guests. 
• Communicate to appropriate staff when guests are waiting for an available room and ensure minimal waiting times. 
• Coordinate with Housekeeping and Maintenance to track room status and guest concerns, follow up with guest to ensure problem resolution and guest satisfaction. 
• File guest/hotel paperwork or documentation as per GM direction 
• Answer, record, and process all guest calls, requests, questions, or concerns; follow up to ensure each has been met to guests’ satisfaction. 
• Answer guest inquires regarding the city, events, attractions, restaurants, direction, and information 
• Adhere to front desk checklist and hold other front desk staff accountable to do the same 
• Account balancing & cash handling; Count and secure cash drawer at beginning and end of shift. 
• Run and check daily reports and credit card authorization reports. 
• Notify appropriate officials of any reports of theft, vandalism, assault, threatening guests/visitors, etc. Ensure documentation is received by supervisor. 
• Welcome and acknowledge guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. 
• Speak using clear and professional language; answer telephones using appropriate etiquette. 
• Stand, sit, or walk for an extended period of time. 
• Move, lift, cany, push, pull, and place objects weighing up to 10 pounds without assistance. 
• Understand and abide by Image and Choice standards/expectations. Follow policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. 
• Other tasks will be assigned as needed by management 

Required Skills

• Ensure co-workers understand and abide by Image and Choice policies and procedures, o Address issues in a positive manner (constructively) & see management for support/direction; report to concerns or breach of company policies to the GM.