Job Type

Full-time
Description
Reports To: General Manager, Assistant General Manager
Supervises: Guest Services Representative, Night Auditor
Job Purpose:
We are seeking a highly motivated Guest Service Manager to join our team. The ideal candidate will be responsible for ensuring that our guests receive exceptional service throughout their stay. As Guest Service Manager, you will be responsible for managing the front desk team. Maintains a high quality of services offered to guests through management of the functional areas guest registration, telephone services and guest accounting to maintain established operational standards and maximize profits of the hotel. Ability to work flexible hours, including weekends and holidays are required.
Job Responsibilities:

• Oversee the daily operations of the front desk and guest services teams.
• Supervise Front Desk including Night Audit staff: hiring, firing, performance evaluations, training, and development. Schedule staff according to labor standards and forecasted occupancy.
• Manage guest complaints and resolve issues in a timely and professional manner.
• Monitor guest feedback and implement changes to improve service quality.
• Collaborate with other departments to ensure a seamless guest experience.
• Maintain standards of guest service quality. Contribute to the profitability and guest satisfaction perception of other hotel departments. Increase level of guest satisfaction by delivery of an improved product through employee development, job engineering and quality image.
• Achieve budgeted revenues and expenses and maximizes profitability related to the guest services department.
• Manage the reservation function to maintain highest possible room occupancy and average daily rate through suggestive selling by employees.
• Maintain procedures for credit control and handling of financial transactions, security of monies, guest security and emergency procedures.
• Ensure staff uses guest interaction skills. Reward employees who meet/exceed guest expectations.
• Other duties as assigned.

Job Skills:

• Analyze and interpret business records and statistical reports; interpret policies established by administrators.
• Understand the government regulations covering business operations.
• Make business decisions based on production reports and similar facts, experience, and opinion.
• Plan and organize the work of others.

Requirements
Education

• Bachelor's Degree in Management, Hotel Administration, Business or related field.

Experience

• Minimum 1 year experience on night audit, 2 years experience in front desk operations, and 1 year experience in either direct sales or retail trade; OR, an equivalent combination of education and experience.

Salary Description

Range $38K to $40K Annually