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Form of workGuest Services Manager
The ideal individual for filling this position is a vibrant, “upbeat”, and outgoing person who can relate to guests and associates appropriately and handle their needs efficiently. The Guest Services Manager is responsible for representing the property’s service commitment to guests. He or she is to assist our guests efficiently, courteously and professionally in all front office related functions and to maintain NHG standards of service and hospitality. To perform all tasks according to NHG Minimum Performance Standards. They handle guest’s check-in and checkout, reservations, incoming telephone calls, maintain status of rooms and assures that all Guest Service Representatives during the shift fulfill their duties of the traditional desk clerk position with greater emphasis on service to the guest and up selling of hotel services.
Benefits
- Insurance
- Paid time off
- 401K
- DailyPay: Access your pay when you need it!
- An added plus; If you like to travel, you will receive special team member hotel rates.
Responsibilities:
- Smile
- To assure that all GSRs provide the highest quality of service to the customer at all times
- To greet and register guests and provide room assignments, accommodating special requests whenever possible, assist in the pre-registration and blocking of reservations
- Have working knowledge of reservations procedures, take reservations, and know cancellation procedures and Walk Policy
- Handle and supervise guest check-ins and checkouts efficiently, in a friendly and professional manner
- Provide information to all guests in a courteous and informative manner. Do not volunteer information about guests or associates – only indicate whether or not they can be reached
- Handle complaints courteously, when necessary relay through Front Office Manager for appropriate action and enter in the follow up log
- Handle lost and found by taking relevant messages and completing Lost and Found form and directing to proper department
- Communicate with incoming shift by logging pertinent information in the front office log
- Ensure that all cash, check and miscellaneous departments are in balance at the end of each shift
- Assure that the appropriate shift checklist daily
- Keep housekeeping informed of any special requests (per Hot Sheet), late checkouts and special need areas in the hotel
- Receive and transmit mail, phone and written message for guests (in absence of voice mail system)
- Answer inquires pertaining to hotel services, shopping, dining, entertainment and travel directions
- Assist guests in obtaining information, call airlines, rent-a-car companies, etc.
- Post room charges, food and beverage charges, phone charges, compute guest bills using PMS, collect payment and make change for hotel guests following all handling procedures as required.
- Ensure adequate key cards are available for assignment of guestrooms
- Attend to special service request including securing of guest valuables in safety deposit boxes, assure that complimentary amenities are delivered to VIP’s at the time required
- Promote repeat business by offering to take future reservation upon checkout and providing recommendations for alternate NHG Products.
- Maintain a log of items borrowed from the front desk and deliver items when necessary, i.e. Irons ironing boards, blow dryers
- Assure that the front office area neat, clean and free of safety hazards
- Have knowledge of the hotel, hotel staff, hotel services with hours of operations, room locations, types of rooms and room selling strategies, hotel rates and discounts and how to handle each; and hotel credit and check cashing policies an procedures
- Be knowledgeable of AAA and its benefits and any current promotions being offered. As well as, all special promotions offered by NHG
- Responsible for proper telephone etiquette
- Develop a thorough knowledge of the hotel’s PMS. Has understanding of in-house computers and monitors computer accuracy to ensure maximum occupancy
- Be aware of new potential sales contacts through guest interaction and report the information to the Sales Department
- Wear proper uniform and name tag at all times and assure that all GSR’s are in accordance with the standards of appearance
- Contribute and support the hospitality programs and training seminars to ensure their success. continue to practice skills taught
- Attends and assists in conducting monthly front office meetings.
- Train all new hires on their respective shifts.
- Perform required tasks, including, but not limited to, those contained in the Minimum Performance Standards set by NHG
- Adhere to all work rules, procedures and policies established by the company, including, but not limited to, those contained in the NHG Employee Handbook
- Perform all other duties as assigned by management
Educational/Vocational Preparation:
A High School Diploma/GED is required. Two years experience in a customer-facing role (ideally hotel front office). Previous supervisory experience is required.
Qualifications:
- Strong computer and Internet skills
- Neat, clean, and professional appearance
- Organized and detail oriented
- Professionalism beyond reproach
- Pleasant and helpful demeanor
- Outstanding moral, ethical character
- Physical stamina to stand on feet throughout shift
- This position involves a high degree of social skills and ability to perform work under pressure.
- Good oral and written communication skills
- Fluent English-speaking and writing skills
- Ability to maintain a pleasant, positive and helpful demeanor
- Flexibility to work days, evenings, weekends, and/or holidays
- Neat, clean, and professional appearance
Benefits
- Insurance
- Paid time off
- 401K
- DailyPay: Access your pay when you need it!
