Job Title: Guest Services Manager

We are seeking a dynamic and experienced Guest Services Manager to join our team at Avocet Hospitality Group. This pivotal role requires a professional who embodies a passion for hospitality and a commitment to exceptional customer service.

Key Responsibilities:

• Supervise all Front Office staff while providing efficient, friendly, and excellent customer service at all times;
• Maintain a clean and professional Front Office in accordance with hotel standards;
• Ensure the highest caliber of service is being offered to all guests, so that their arrival experience is pleasurable and informative;
• Oversee all guest services operations, including front desk, reservations, and bell staff to ensure quality and guest satisfaction;
• Good thorough knowledge of property management software or hotel reservation software;
• Coordinate and remain in close communication with the hotel General Manager and Assistant General Manager;
• Directly supervise Front Office staff; interview, hire, and train new staff; conduct performance appraisals;
• Assign duties for shifts; assist in opening and closing of shifts;
• Ensure completion of all staff duties at the end of a shift;
• Ensure operations proceed smoothly in conjunction with arrivals/departures and occupancy level of the hotel;
• Maintains a thorough knowledge of the types of rooms, room operations, package plans, hotel facilities;
• Maintains a detailed knowledge about the hotel's services and hours of operations;
• Display a pro-active and leading role in terms of service, culture, development, team image, systems, procedures, and skill development;
• Take reservations using the hotel reservation system, ensuring maximum occupancy and rates are obtained;
• Responsible for cash handling including float and banking;
• Dealing efficiently with day-to-day billing and guest service queries;
• Using information available, plan and control both the preparation of future shifts and effective communication to the team;
• Ensure the cleanliness and tidiness of the lobby areas, the hotel entrance and circle, front desk, bell stand, and bell closet, keeping them all in peak shape;
• Coach and counsel staff to correct any inappropriate behavior or substandard performance;
• To act as a duty manager for the hotel, ensuring all guests are satisfied, both internal and external;
• Lobby duty plays a key role in the success of the movement of our guests around the hotel;
• Prevent abuse and/or destruction of hotel property;
• Be flexible at all times in order to cover the unexpected needs of the Hotel and outlets;
• Understands accident prevention policies;
• Good understanding about the Property management software (PMS);
• Anticipates and intervenes in all incidents of guest dissatisfaction and attempts to satisfy all such guests, within hotel policy;
• Do service recovery procedures;
• Other duties as required by General Manager or Assistant General Manager;
• Maintain oversight of all Guest Service Agents, Bellpersons, Night Auditors;
• Direct Maintenance Technicians and Housekeeping Staff when needed;

Requirements:

• Minimum one year of hotel front desk supervisory and/or managerial experience;
• Minimum 3-5 years experience in hotel front desk operations;
• Experience handling cash, accounting procedures, and general administrative tasks;
• Comfortable working in a team environment and ability to motivate others to deliver quality services to hotel guests;
• Must be flexible to work all shifts including weekends and holidays;
• Must have basic English reading, writing, and speaking skills;
• Must have computer skills;
• Equipment to Be Used: Phone, Computer, Opera PMS, Radio/Walkie;
• Must have basic English skills;
• Must have computer skills;
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening, and hearing ability and visual acuity;
• Must be able to stand sit, or walk for an extended period of time or for an entire work shift;
• Paid holidays;
• Affordable medical, dental, & vision insurance plans;
• Short & Long Term Disability and Accident and Critical Illness Insurance;
• Employee Assistance Program;
• Discounts at all Avocet-owned hotels & restaurants;