The Cranberry LLC a Choice Ascend Collection Member
2700 Cranberry Square

Morgantown, West Virginia 26508

TITLE: Guest Services Manager REPORTS TO: Assistant General Manager

FSLA STATUS: DEPARTMENT: Front Desk

PREPARED BY: DATE:

I. SUMMARY STATEMENT
Assures highest possible level of visitor and guest satisfaction by providing superior customer service. Responsible for checking guests into and out of the hotel as well as answering phone calls and customer inquiries.

II. ORGANIZATION
Responsible for Front Desk staff adhering to all company policies.

% of Time
III. PRIMARY DUTIES AND ACCOUNTABILITIES

Room Assignments, Changes, and Issues 80%

- Checks guests into and out of the hotel in an accurate, speedy, and courteous (Essential) manner.

- Efficiently handles all payments received whether they are cash, credit card, checks, or traveler’s checks. Balances/verifies all monetary transactions in the appropriate accounts.

- Ensures that all hotel keys are distributed to the appropriate parties and that guest privacy is maintained.

- Responsible for maintaining all documentation regarding room registration, changes, charges, credit card transactions, customer service and maintenance issues.

Guest Service Ongoing
- Offers guests assistance whenever possible.

- Responsible for resolving escalated customer relations issues.

- Answers inquiries pertaining to hotel policies and services.

- Must respond to and follow-up on all guest requests to ensure customers are satisfied with the hotel’s services and accommodations.

- Responsible for positively representing and promoting the property.

- Ensures systems and procedures are in place and followed for guest safety and security.

- Understanding what guest expectations are and anticipating problems in order to prevent complaints.

- Understanding safety and emergency procedures.

Other Duties as Assigned 20%

- Ensures that the lobby and front desk area is clean, organized, visually appealing, and well stocked with all necessary supplies.

- Training staff in matters of professional conduct, and ensuring that there is enough staff at all times by organizing staffing schedules efficiently.

- Reports any maintenance, security, or safety issues to the appropriate staff.

IV. SKILLS, EDUCATIONAL BACKGROUND AND EXPERIENCE

 High School Diploma or GED required.

 Previous front desk experience highly preferred.

 Prior experience using Windows based software including Microsoft Word, Excel, and Outlook highly preferred.

 Excellent organizational and prioritization skills.

 Ability to work well and collaborate with others.

 Superior customer service skills.

 Excellent communication skills.

 May be required to stand for an extended period of time.

 Able to work a flexible schedule.

Job Type: Full-time

Pay: $33,500.00 per year

Benefits:

• Health insurance

Schedule:

• 8 hour shift

Work setting:

• In-person

Education:

• High school or equivalent (Preferred)

Experience:

• Hotel Experience: 1 year (Preferred)
• Front Desk: 1 year (Preferred)

Work Location: In person