Guest Service Manager

Role Overview

• Supervise the Guest Service operations to ensure compliance with standards and regulations, customer satisfaction and protection of the guests, staff and assets
• Continuously improve the hotel's ability to anticipate our guests' needs, to quickly and efficiently investigate the root causes of problems and to provide immediate and permanent resolution in order to enhance our guests' satisfaction prior to departure
• Supervises Front office staff to ensure customer satisfaction and room revenue goals through proficient guest check-in, check-out and the coordination of Hotel services
• Increases the level of guest satisfaction by delivery of an improved product through team member development, coaching and counseling, and supervision
• Communicate with other departments to ensure proper handling of guests and groups
• Maintain control over rate changes on in-house guests
• Compute daily schedules, and other reports. Analyze data and make decisions based on previous experience and knowledge of circumstances to prepare daily forecast of expected arrivals and departures
• Handle cash, make change and balance an assigned house bank
• Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues
• Field guest complaints, conducted through research to develop the most effective solutions and negotiate results
• Plan and implement detailed steps by using experienced judgment and discretion
• Communicate effectively both verbally and in writing to provide clear direction to staff
• Observe performance and encourage improvement. Administration of disciplinary procedures
• Promotes participation in frequent guest program, and guest satisfaction surveys
• Follows room inventory and monetary controls
• Responds to and follows through with guest requests, exceeding expectations, following up with guest to ensure needs and expectations are met. Handles any guest compliments or complaints and acts as deemed necessary
• Attends all mandatory meetings
• Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count
• Monitor selling status of house daily. i.e. flash report, allowance etc.
• Ensure that team members are attentive, friendly, helpful and courteous to all guests’ managers and other team members
• Review daily front office work and activity reports generated by Night Audit
• Maintain Front Desk compliance in brand loyalty programs and Guest Satisfaction Scores programs
• Manager operations in compliance with local, state and federal laws and regulations
• Keeps management promptly and fully informed of all problems or matters of significance
• Maintains safe working conditions within department and Hotel
• All other duties as assigned by management

Requirements

• High School diploma /Secondary qualification or equivalent
• Experience with Marriott, Hilton, IHG, Wyndham or Hyatt processes and standards
• Requires thorough knowledge of the hotel services and guest relations profession
• Requires knowledge of hotel policies and procedures and the ability to determine course of action based on these guidelines
• Supervision/management skills
• Oral and written English communication skills; second language is desirable
• Moderate hearing required for constant guest and associate communication during shift
• Excellent vision required for computer work, analyze report data, read customer responses, tour property for attention to detail, etc.
• Excellent speech communication skills required to communicate with guests in directions, problems, train staff, staff presentations, telephone communications
• Excellent comprehension and literacy required to analyze report data, prepare reports, respond in writing to guests, prepare training programs
• Strong communication skills are essential when interacting with guests and employees
• Basic math skills are used frequently when handling cash or credit
• Problem-solving, reasoning, motivating, and training abilities are often used.
• Have the ability to work a flexible schedule including nights, weekends and/or holidays

Tech Stack

• Flash

Benefits

• Medical/Dental/Vision
• Vacation & Holiday Pay
• Same-day pay available
• Employee Assistance Program
• Career Growth Opportunities/ Manager Training Program
• Reduced Room Rates throughout the portfolio
• 401(k)
• Employee assistance program
• Employee discount
• Flexible spending account
• Life insurance
• Parental leave