Guest Service Manager

Guest Service Manager

GENERAL OVERVIEW: Manage the areas of guest registration,Front Desk Operations, reservations, night audit, service staff, and shuttle service to maintain the highest level of guest satisfaction.

REPORTING RELATIONSHIP: Responsible to guests. Reports directly to Senior Operations Manager and General Manager as needed.

APPEARANCE STANDARDS: Must wear a nametag. A neat and clean appearance must be maintained at all times.

KNOWLEDGE AND BS/BA in Hotel Administration, Business Administration desired.

SKILL REQUIRED: 3 –4 Years experience in guest service/hotel experience; supervisory experience preferred.

PHYSICAL ACTIVITIES

AND REQUIREMENTS: Speaking, listening, and moving about, usually while standing up for a significant portion of the workday.

FUNCTION OUTLINE:

Duties:

• Same duties and skills as Guest Services Representatives in Front Office and Bistro Attendant

• Manage the reservation function to maximize highest room occupancy and average daily rate through knowledge of various hotel and systems marketing programs.

• Maintain procedures for security of moneys, guest security and emergency procedures.

• Manage in compliance with local, state, and federal laws and regulations.
• Report work related accidents, or other injuries immediately upon occurrence to manager.
• Maintain procedures for hotel accounting, and handling of financial transactions to include counting bank at the end of shift, complete designated cashier reports, resolve any discrepancies, drop off receipts, and secure bank.
• Input orders into cash register system and collect payment from the customer.
• Take guest orders, prepare food and beverage items, distribute pre-packaged and prepared food items, deliver orders to tables as needed, and wash restaurant dishes and serving utensils as needed.

• Acts as Service Champion to provide services that create a positive atmosphere above and beyond for customer satisfaction and retention
• Serves as property champion for all guest service facing systems
• Improves service by communicating and assisting individuals to understand guest needs.
• Reviews guest satisfaction results and other data to identify areas of improvement.
• Responds to and handles guest problems and complaints to ensure they are resolved efficiently and effectively.

• Serve as member of Management Team/Manager on Duty (when required) and work with other management personnel in establishing and implementing hotel service standards to achieve maximum profitability and efficiency.
• Customarily and regularly directs the work of at least two or more other full time employees or their equivalent.
• Supervises and managing employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.
• Empowers employees to provide excellent customer service by providing guidance, feedback, and individual coaching when needed.
• Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.
• Perform other reasonable job duties as requested

**PLEASE NOTE: The aforementioned general function outline is not to be considered by the employee as all-inclusive. The employee may be required from time to time to execute tasks other than those duties specifically defined above. Should the employee be asked to perform such a job, the employee will comply with the request and do so to the best of his/her abilities. The employee hereby understands and agrees he/she will be responsible for performing the duties described above as well as any tasks so required of him/her.

Qualifications

Salary : $60,500 - $62,000