Guest Service Manager

**Guest Service Manager - Hampton Inn**

**Summary**

The Guest Service Manager is responsible for the daily operations of the front desk at Heart of Niagara Hotels and reports to the General Manager of the assigned property. He/she is responsible for the oversight and management of hotel front desk agents and for ensuring the highest quality assurance standards are met for all hotel front desk operations. The Guest Service Manager will present a professional image while creating a consistently positive hotel atmosphere for guests. He/she will provide outstanding customer service and possess an upbeat personality when registering guests, making and modifying reservations, acting as hotel operator, and performing concierge duties.

The Guest Service Manager will be responsible for the training and development of all guest service agents. This individual must have excellent communication skills and the ability to coordinate multiple priorities in order to effectively deal with internal and external customers. Other duties will be assigned as necessary.

**Core Competencies**
- Accountability
- Adaptability
- Communication
- Problem Solving
- Service Orientation
- Professionalism
- Teamwork

**Job Duties**
- Present a positive and professional image of the respective brand to all visitors, suppliers, inquiries, and other interactions.
- Wear proper attire - business suit jacket and pants/skirt are required.
- Demonstrate and promote a 100% commitment to providing exceptional experiences for our guests and employees.
- Ensure all guests and visitors are greeted, receive prompt, professional attention and personal recognition.
- Implement appropriate service recovery gestures in order to ensure total guest satisfaction. Respond appropriately to guest complaints.
- Maximize total hotel revenues, including, but not limited to, occupancy and to increase RevPar on a daily basis. Maintain rates and inventory.
- Maintain all policies and internal controls related to the front office operations to ensure security of monies, credit and financial transactions, and guest security.
- Assist with recruitment, training and development, supervision and discipline of guest service agents and night auditors.
- Full knowledge and understanding of the company systems in use, as well as the audit procedures.
- Ensure all staff is properly trained on systems, security and cash handling procedures, service standards and have the tools and equipment needed to effectively carry out their job functions.
- Be responsible for motivating staff so that they perform to the best of their abilities and setting an example by your own performance and enthusiasm.
- Scheduling the staff within budgeted guidelines while providing best coverage for service demands.
- Work as a team with all levels of management and employees, keeping in mind the chain of command: Property General Manager, Human Resources, Accounting Department, Guest Service Manager, Front Desk Agents/Night Auditors.
- Organize and maintain the Front Office records and equipment in accordance with hotel policy and control the inventory of Front Office supplies/forms including providing year-end inventory counts to the Accounting Department. Monitor and maintain front office reports as required.
- Responsible for the Room Blocks (secure payments, rooms blockings, routings, checking accuracy, billing and filing)
- Check all reservations made the previous day, the day’s departures and arrivals, daily.
- Check daily for checked out reservations with open folios.
- Go through all the open PM/House accounts to make sure there are payment methods attached.
- Responsible for maintaining all 3rdParty Websites, including but not limited to answering questions, inquires, reviews, administration, commissions, reservation changes, arrivals, payments.
- Participate in meetings and/or events as required by the company.
- Effectively communicate, daily, with all Department Heads with regards to hotel operations.
- Observe and report any security and safety issues to the property General Manager.
- Demonstrate ability to work as a team player who communicates effectively at all levels with guests, employees, senior management and owners alike.

**Requirements**:

- Diploma in hotel management preferred or years relative work experience
- 2 years of experience as a Hotel Duty Manager or Guest Service Manager.
- Experience in all aspects of customer service and people management.
- Demonstrated ability to lead and direct a team.
- Strong working knowledge of hospitality industry principles, methods, practices, and techniques.
- Ability to supervise employees, including organizing, prioritizing, and scheduling work assignments.
- Ability to analyze and interpret the needs of clients and offer the appropriate options, solutions, and resolutions required.
- Exceptional conflict resolution, negotiation, and objection handling skills.
- Able to respond quickly in a dynamic and changing environment.
- Ab