Guest Services Manager

POSITION OBJECTIVE

Guest Services Manager is responsible for ensuring the efficient and effective operation of the hotel while delivering exceptional guest experience. Assisting the General Manager with overseeing daily hotel operations, supervising staff, and assisting in various administrative and managerial tasks.


ESSENTIAL JOB FUNCTIONS

• Support the General Manager in daily hotel operations and assisting with the operational and financial management.
• Work closely with the hotel's management team and communicate effectively.
• Creates, implements and maintains Front Office department minimum standards.
• Hires, trains, monitors and manages the front office team, resolves any guests issues and performs tasks that require your discretion and authority.
• Ensure staff is prepared to be courteous, efficient and available to provide excellence to our guests and visitors at all times.
• Solicit feedback for continuous improvement and implement career paths to develop managers, supervisors and line level staff.
• Conduct Front Desk meetings, prepares work schedules to ensure staffing levels and department operations support business needs in order to maintain excellent services to guests at all times.
• Maintain the Front Office department within set budget and payroll guidelines.
• Ensure staff evaluations are completed in a professional and timely manner.
• Assist and guide the front office staff through their daily duties and responsibilities, as needed.
• Review and respond to guest survey feedback, as well as guest complaints, in a timely and efficient manner, and assist operations managers with implementing action steps to increase guest survey scores and minimize recurring guest related issues.
• Offer assistance to the individual needs and requests of all guests.
• Maintain guest confidentiality at all times.
• Use proper telephone and reservation etiquette including describing the hotel, proper rate quotation and capturing reservations.
• Maintain a positive work environment, lead by example and conduct yourself in a friendly and attentive manner.
• Adhere to all safety policies and procedures and maintain a clean and safe working environment at all times.
• Perform all operational property duties in the absence of the General Manager.

JOB QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION & EXPERIENCE

• College degree and 3 years of customer service experience.
• Minimum of one year of management experience.
• Previous experience with property management systems preferred.

REQUIRED SKILLS/ABILITIES

• Excellent communication skills, both written and verbal
• Excellent interpersonal and conflict resolution skills.
• Ability to make reasonable and professional decisions.
• Ability to multitask by prioritizing tasks and delegating them when appropriate.
• Ability to remain flexible to constant change.
• Ability to act with integrity, professionalism, and confidentiality.
• Must be willing to workdays, nights, overnights, weekends, and holidays, and dates that meet the demands of a hotel environment.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to stand, walk, and talk, or hear. The employee is frequently required to stoop, kneel, crouch, use hands to handle, or feel objects, tools, or controls. The employee is occasionally required to reach with hands and arms.
• The employee must occasionally lift and/or move up to 25-50 pounds. Specific vision abilities required by this job include the ability to adjust focus.

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.