Guest Services Manager

Job description

Guest Services Manager is responsible for ensuring guest satisfaction and employee accountability, as well as for completing their daily work tasks and any additional tasks assigned. Guest Service Manager is at all times professional (with external and internal clients), has a listen-first talk-after approach to guest complaints, and is excellent at multitasking.

Duties:

• Provides direction and coordination for front office personnel.
• Directs and coordinates various services related to operations as required.
• Provides department managers with summary of activities during shift by preparing and distributing written log daily.
• Ensures proper customer relations and safeguards the hotel's interests by resolving and taking appropriate actions on all customer complaints and/or problems.
• Represents hotel in professional contact with general public.
• Adheres to, monitors, and enforces compliance with all hotel and company policies, procedures, and standards; provides clear direction in advising and instructing staff in details of work.
• Performs administrative duties, including but not limited to: reading, analyzing, and compiling reports; communicating verbally and in writing with internal customers, external customers, vendors, and corporate staff; and registering, assigning rooms to, and checking out guests.
• Provides accounting reports and all related documentation materials as assigned, including reviewing daily accounts and reconciling/justifying all transactions for the day.
• Reviews all postings for accuracy and appropriateness, reporting and/or correcting all discrepancies and errors as needed.
• Ensures the proper posting of all hotel room related revenue and taxes (all postings of room and tax) and verifies that all incidental charges have been applied.
• Ensures the highest standards of guest relations, satisfaction, and contact.
• Performs any other duties and responsibilities as assigned.

Qualifications:

• High School diploma or equivalent with a minimum of two years of college

• Minimum 1-2 years hotel front desk supervisory experience in a large property

• Must be proficient in Microsoft Word, PowerPoint and Excel.

• Knowledge of Microsoft products to include word, excel and outlook

• Overnight possible flexibility is required

• Meticulous attention to detail

• Demonstrated ability to supervise a staff

• Exceptional collaboration, guest relations, and communication skills

• Reading, writing and oral proficiency in the English language

• Fluency in other languages a plus.

Reports to General Manager

Qualified Candidate must pass a background check and a drug test ( including Marijuana)

Job Type: Full-time

Salary: From $50,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• Day shift
• Holidays
• Night shift
• Weekends as needed

Work setting:

• In-person

Experience:

• Supervising experience: 1 year (Required)
• Hotel management: 1 year (Required)

Work Location: In person