Guest Services Manager

JOB SUMMARY

Responsible for the management of all aspects of the Front Desk functions, in accordance with hotel standards. Directs, implements, and maintains a service and management philosophy which serves as a guide to respective staff.

JOB DUTIES

• Maintain complete knowledge at all times of:
  • All hotel features/services, hours of operation.
  • All room types, numbers, layout, decor, appointments, and location.
  • All room rates, special packages, and promotions.
  • Daily house count and expected arrivals/departures.
  • Room availability status for any given day.
  • Scheduled in‑house group activities, locations, and times.
  • All hotel and departmental policies and procedures.
• Access all functions of the computer system according to established procedures and standards.
• Review the previous day's occupancy and room revenues.
  • Monitor revenues derived from telephone, garage, and sundries.
  • Monitor expenses (telephone, cost of sales, supplies, commissions, and labor).
  • Resolve discrepancies with the Accounting Department.
• Ensure that staff report to work as scheduled. Document any late or absent employees.
• Coordinate breaks for staff.
• Conduct pre‑shift meetings with staff and review all information pertinent to the day's business.
• Monitor the check‑in/check‑out process, ensuring agreement to hotel standards, anticipate critical situations, and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
• Monitor safe deposit box procedures; audit accuracy of cards with proper signatures and ensure availability of keys.
• Monitor the staff's interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
• Anticipate guests' needs, respond promptly, and acknowledge all guests, however busy and at whatever time of day.
• Always promote positive guest relations.
• Monitor and handle guest complaints
• Assist guests with reports of lost or stolen articles, following hotel policy.
• Adhere to hotel requirements for guest and employee accidents or injuries and in emergency situations.
• Ensure security of guest room access.
• Monitor and ensure that all cashiering procedures comply with accounting policies and standards
• Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures.
• Anticipate sold‑out situations and know how many rooms are overbooked.
  • Locate alternative accommodations for guests and "walk" guests, following hotel policies and procedures.
• Audit surrounding area hotels daily for a status of rooms, rates, discount rates, and packages. Maintain a current list of available locations for walk situations.
• Review the arrival report for accuracy and completeness. Check printed registration cards against information on arrival report; rectify any deficiencies with respective personnel.
• Work closely with Housekeeping management to ensure accurate status of each room, and readiness of rooms for check‑in and to report guest concerns.
• Print special requests report and block according to specifications.
• Balance room types daily according to departmental procedures.
• Review resumes for arriving groups; organize and coordinate master accounts and check‑in/check-out., pre‑registration procedures.
• Monitor V.I.P. arrivals; greet and escort them to their room.
• Review all out‑of‑order rooms daily with respective departments to determine the most current status and an estimated date for return to room inventory.
• Ensure all closing duties for staff are completed before staff signs out.
• Provide feedback to staff on their performance. Handle disciplinary problems and counsel employees according to hotel standards.
• Prepare and submit daily/weekly payroll records.
• Complete all paperwork and closing duties in accordance with departmental standards.
• Review status of assignments and any follow‑up action with on‑coming supervisor.

MINIMUM REQUIREMENTS

• High school graduate or equivalent, some college
• Previous experience in guest services
• Two years’ experience as a Front Office Supervisor
• Ability to enforce hotel's standards, policies, and procedures with Front Desk staff.
• Ability to prioritize and organize work assignments, delegate work.
• Ability to focus attention on details.