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: 
  1. All hotel features/services, hours of operation. 
  2. All room types, numbers, layout, decor, appointments, and location. 
  3. All room rates, special packages, and promotions. 
  4. Daily house count and expected arrivals/departures. 
  5. Room availability status for any given day. 
  6. Scheduled in‑house group activities, locations, and times. 
  7. 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. 
  1. Monitor revenues derived from telephone, garage, and sundries. 
  2. Monitor expenses (telephone, cost of sales, supplies, commissions, and labor).
  3. 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. 
  1. 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.