Guest Services Manager

JOB DESCRIPTION

Position: Guest Service Manager

JOB OVERVIEW: The Guest Services Manager is responsible for the daily operation of the Front Office Department. The GSM will train the staff on a daily basis to exceed expectations by following the policies and procedures set forth by management. GSM will inspect the positional checklists and coach the staff on any deficiencies found. The GSM will handle guest complaints, issues or requests quickly and efficiently. The GSM will engage with guests and aid in creating more direct bookings.

REPORTS TO: General Manager

QUALIFICATIONS:

Essential:

• High School Diploma (hospitality degree preferred)
• Previous rooms management experience
• Strong knowledge of PMS systems and Microsoft Office
• Possess a good command of the English language and ability to clearly and pleasantly communicate with guests, both in person and by telephone.
• Thorough knowledge of hotel services and facilities

JOB REQUIREMENTS:

Essential:

• Must have professional image and personality exuding confidence and leadership skills.
• Represents the hotel and neighborhood in a professional manner
• Ability to always display a pleasant demeanor with both guests and fellow team members.
• Ability to focus on the team’s ability for attention to detail and train accordingly if any deficiencies are found.
• Must be able to take initiative and work productively within any given period, unsupervised.
• Ability to work together as a team, working to benefit the whole hotel and not just a single department. Effectively communicates all needs and information to the correct department/team member.
• Ability to go the extra mile, to provide the extra attention in order to satisfy guests’ individual needs and wants.
• Should be creative, innovative and strive for continuous improvement.
• Should display leadership qualities regarding thinking clearly, quickly, and making decisions.
• Ability to promote positive relationships with all guests in the hotel and company.
• Ability to prioritize and organize work assignments; delegate work.
• Must be flexible with scheduling and available to work weekends and holidays.
• Must be at work on time and ready for all scheduled shifts.
• Must demonstrate strong organizational skills and attention to detail
• Able to work well independently with little supervision
• Must be thorough in completing all tasks, following all SOP’s and not taking shortcuts
• Ability to work under pressure and in a fast-paced environment
• Ability to direct performance of staff and follow up with corrections where needed.
• Ability to motivate staff and maintain a cohesive team.
• Ability to ascertain departmental training needs and provide such training.
• Ability to remain calm and courteous with demanding/difficult guests and/or situations.
• Meet all deadlines and requests given by Management and maintain a preventative maintenance schedule.
• Expected to spend 75% of shift on the floor with hotel staff.
• Keeps work area clean, organized and always presentable
• Ability to maintain confidentiality and security of all guests and general hotel information

DAILY JOB FUNCTIONS:

• Evaluate the staffing requirements and prepare work schedules weekly, adhering to budget goals.
• Ensure that enough staffing is present to meet the daily business demands.
• Handle disciplinary counseling as needed according to BHG Hospitality Group policy.
• Communicate anticipated business demands daily with each employee.
• Ensure staff has knowledge of hotel services, features, and amenities.
• Assign specific tasks to the staff as they arise.
• Monitor and ensure that the staff performs their job functions to the hotel’s expected level of service.
• Assist the staff with whenever is necessary in performing all job functions.
• Conduct ongoing training with existing staff and ensure that new staff is certified as required.
• Accommodate all guest requests in an accurate and efficient manner, follow up within ten minutes.
• Monitor and maintain cleanliness and working conditions of equipment and supplies.
• Complete guest service script audits on a daily basis
• Conduct performance appraisals of designated staff as required.

NOTE:

A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor.

Job Type: Full-time

Pay: $50,000.00 - $65,000.00 per year

Benefits:

• Paid time off

Schedule:

• Holidays
• Weekends as needed

Work setting:

• In-person

Application Question(s):

• Are you able to work primarily a mid-shift (11am-7pm) Tuesday through Saturday including holidays

Experience:

• Hotel Front Desk: 3 years (Required)

Work Location: In person