Guest Services Manager

DUTIES AND RESPONSIBILITIES:

• Manage all aspects of front desk operations for assigned shift. Schedule employees to ensure proper coverage.
• Monitor performance and recommend/initiate corrective and/or disciplinary action, or other staffing/human resources-related actions in according with company policies and procedures. Alert management of potentially serious issues.
• Ensure all staff is properly trained and have the tools and equipment needed to effectively carry out their job functions.
• Ensure guests receive prompt, professional attention and are greeted upon arrival. Respond appropriately to guest complaints. Implement appropriate service recovery gestures in order to ensure total guest satisfaction. Communicate to staff any VIP, Priority Club, or special needs or requests and follow up on execution.
• Communicate and assist in achieving departmental guest satisfaction, revenue, and profit goals and objectives. Manage labor costs and expenses within budget.
• Assist in managing hotel revenue generation & maximization through full utilization of company systems, business processes and specifications.
• Ensure procedures are followed for security of monies, credit and financial transactions, and guest security.
• Throughout shift conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and Company. Correct any deficiencies.
• Train appropriate staff on procedures for PBX to serve as a central communications point during emergency/crisis situations.
• Promote teamwork and quality service through daily communication and coordination with other departments. Key departmental contacts include Accounting, Revenue Management, Sales and Marketing, Catering, Food and Beverage, Housekeeping, and Maintenance.

• Interact with outside contacts:

• Guests – to ensure their total satisfaction

• Regulatory agencies – regarding safety and emergency matters

• Other contacts as needed (professional organizations, community groups, local media)

• May serve as "manager on duty" as required.

• Perform other duties as assigned including assisting staff with their job functions during peak periods.

ACCOUNTABILITY:
This job is responsible for managing front desk operations for a p.m. and/or weekend shift at a large, fairly complex full-service hotel with an extensive range of facilities and services and may include a large number of Priority Club Accounts and VIP and key guests. Typically supervises a shift of front office employees.

Qualifications and Requirements:
Bachelor's degree in Hotel Management, Business Administration or related field plus one or more years front office/guest services experience including supervisory experience, or an equivalent combination of education and experience. Must speak fluent English. Other languages preferred.

This job requires ability to perform the following:

• Frequently standing up behind the desk and front office areas
• Use a keyboard to operate various property management and reservations systems, etc.
• Carrying, pushing, or lifting items weighing up to 50 pounds
• Handling objects, products and computer equipment

Other:

• Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
• Reading and writing abilities are utilized often when completing paperwork and management reports, interpreting results, giving and receiving instructions, and training
• Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently.
• Problem solving, reasoning, motivating, organizational and training abilities are used often.
• May be required to work nights, weekends, and/or holidays.

The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.
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