Guest Services Manager

Job Title

Lodging Guest Receptionist

Job Description

Responsible for the efficient and economical operation of the Lodging Guest Reception, which includes both reservations and front desk operations. Accepts requests for reservations - group and individual, according to space availability. Orders and issues non-availability numbers when adequate quarters are not available and assigns eligible TDY travelers to commercial contract quarters. Registers and assigns rooms to guests, issues room keys, and may escort guests to rooms when called for. Calculates and posts charges to patrons' accounts and balances totals with control records. Accepts payment, makes change, and presents departing guests checkout statements. Prepares and safeguards cash receipts, prepares daily cashier's report, daily activity report, and may prepare consolidated daily activity report. Maintains daily quarters occupancy and current checkout list; acts on special requests from guests for service; operates a telephone system for guest use; ensures the availability of information on local area dining, lodging, and tourism is available for guests; provides emergency notification for guests; ensures that personal belongings deposited by the guest, or found, are safeguarded; ensures a night audit is performed daily. Ensures cleanliness of lobby and reception area. Maintains the retail sales inventory comprised of sundry and beverage items available for patron purchase. As time permits, performs non-supervisory duties as Guest Service Representative in the lodging guest reception unit. Implements corrective actions within authority to resolve work problems. Recommends solutions to staffing problems, work operations, etc., as appropriate to other supervisors. Supports and explains management programs to subordinates. Plans, establishes and schedules leave; sets performance standards; selects the most suitable applicants for vacancies, determines performance ratings and training needs; and prepares and recommends disciplinary actions. Advises and counsels workers on how to improve their performance, and explains new work techniques. Investigates grievances and complaints; resolves them informally, notifying supervisors of those of sufficient importance or seriousness. Performs other related duties as assigned.