Guest Services Manager

Job Description

Job Description

Job Summary:

The Guest Services Manager oversees Front Office, Reservations, Revenue Enhancement, and Night Audit. Maximizes guest satisfaction while ensuring budgeted levels of profitability. Serve as the main contact for guests and other departments when necessary. Ensure that Columbus Hospitality policies and procedures, as well as generally accepted business practices and professionalism are consistently followed.

Essential Functions:

• Supervise Guest Service operations to ensure a continual level of outstanding customer service.
• Maintain established company policies and processes related to customer service techniques, proper identification and payments.
• Review current day’s expected arrivals and VIP and special request reservations. Check status of departures and ensure proper processing occurs.
• Handle and respond to guest concerns and request in a timely manner. Ensure the accuracy and attainment of all guests’ interaction logs such as guests’ complaints, requests, etc. for excellent quality control.
• Maintain positive employee relations to include coaching, counseling, and on-going training and development.
• Oversee the scheduling of the Guest Services staff to ensure adequate staffing is in place keeping within budget restraints and established productivity standards.
• Demonstrates and promotes a safe and secure environment for guests, team members, and assets in compliance with workplace policies and procedures and regulatory requirements.
• Observes and secures team member compliance with procedures and methods.
• Serve as part of Revenue Management Team reviewing accommodations availability, yield management, group pick-up, pricing strategies, and assisting in developing opportunities to enhance revenues.
• Work with Director of Rooms and Director of Hospitality Operations to maximize Rooms inventory and use.
• Work with management to ensure that all supplies are ordered and stocked.
• Maintain key inventory and controls. Perform scheduled and unscheduled inspections.
• Participate in property’s selling and marketing efforts.
• Prepare requisite reports on a daily, weekly, monthly, and annual basis.
• Compile daily revenue reports and send to appropriate parties.
• Work with Director of Rooms to complete all daily and monthly accounting procedures.
• Works with all departments in professional and productive manner.
• Performs other duties as directed.

Physical Requirements:

The physical requirements necessary for an associate to successfully perform the essential functions of the position are outlined below. Reasonable accommodations can be made to enable individuals with disabilities to perform the described essential functions of the position.

1. Associate must be able to sit and/or stand in the same position for up to 8 hours a day consecutively.
2. Associate may have to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl.
3. Associate is often required to sit and use his or her hands and fingers, to handle or feel.
4. Associate may have to lift up to 25 pounds.
5. Vision abilities required by this job include close vision.
6. Associate must talk and hear.

Qualifications, Education, Experience, Skills, and Abilities:

1. Associate degree or equivalent education. Bachelor’s degree preferred.
2. Previous experience in a hotel management/supervisory role required.
3. Knowledge of computerized hotel management systems.
4. Excellent communication skills, both verbal and written.
5. Leadership skills.