Guest Services Manager

This Position is an Overtime Eligible Manager Position

SUMMARY:

As the Guest Services Manager, you'll be responsible for providing quality guest service within the

guidelines specified by hotel management. You'll lead all Front Office Operations (Front Desk, IRD,

Bell, Door, and Night Audit) by setting and maintaining a high level of guest service. Providing

support for the line staff, scheduling for all areas of Front Office, and training of all employees.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Meet the desk agents to get any pertinent information.
• Review Front Desk logbook for any other information or incidents.
• Review all arrivals noting any special requests or challenges.
• Assess whether any guest relocation will be necessary.
• Follow established key control policy.
• Ensure proper credit policies are followed.
• Inspect all VIP arrival rooms.
• Attend Wine Hour as specified as the monthly wine hour schedule dictates.
• Assist guests with services and requests.
• Knowledgeable of Fire and Emergency Procedures.
• Run and attend departmental training classes/seminars when scheduled.
• Performs all other duties as directed by immediate supervisors.
• Complete other departmental duties as they become necessary.
• Professional contact via telephone with all other hotel departments such as, Reservations,

Sales, Housekeeping, Bell Staff, valet, Engineering, etc. is crucial to ensure that hotel

services are coordinated to provide the best in guest and employee satisfaction.

Supervisory Responsibilities:

• Oversee and supervise all duties performed by all employees.
• Create and post all employee schedules within the required time frame.
• Coach, counsel, and discipline employees when necessary, using proper documentation

and proper techniques.

• Ensure that all employees are posted at their stations at posted time, and that they

complete their essential duties before their departure.

• Assist with all sick calls or tardiness by finding proper coverage, report to work and stay

until proper coverage can be found.

• Assist with any scheduled shift problems on the night audit shifts.
• Properly train and monitor all service levels provided by employees to guests and other

fellow employees.

• Meet or exceed levels of service required by the Mystery Shopper Survey.
• Monitor and maintain proper operational supplies.
• Responsible for making sure expenses and labor costs are meeting or coming in under

budgeted requirements.

• Ensure all employees follow proper cash and credit handling procedures.
• Accountable for the "guest ledger" and its proper daily maintenance as well as maintaining

the "guest comment card" return ratios as expected by the hotel and management.

SPECIFIC EXPERIENCE WE'RE SEEKING:

• Minimum of 2 years management experience in hospitality or similar industry.
• Bachelor's degree preferred.
• Ability to diplomatically deal with difficult situations and people, while exhibiting a

consistent level of professionalism.

• Ability to read, write, and verbally communicate effectively and professionally.
• Experience with Opera and Microsoft Office Suite is preferred.
• Flexible schedule, able to work evenings, weekends and holidays.

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty

satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or

ability required. Reasonable accommodations may be made to enable individuals with disabilities

to perform the essential functions.

Education and/or Experience: Minimum of 2 years management experience in hospitality or

similar industry. Bachelor's degree is preferred.

Language Skills: Ability to read, write, and verbally communicate effectively and professionally

with other business departments, guests, and vendors. Ability to diplomatically deal with difficult

situations and people, while exhibiting a consistent level of professionalism.

Physical Demands: While performing the duties of this job, the employee is constantly required to

reach, use a keyboard, dial, sit, stand, walk, see, hear, write, and speak. The employee is

frequently required to bend, push, pull, handle (hold, grasp, turn, or otherwise work with the hand

or hands), and finger (picking, pinching, fine manipulation). The employee is occasionally required

to crouch and balance and is minimally required to kneel, squat, twist, stretch, and collate/file. The

employee is frequently required to lift and/or move 10-25lbs, occasionally lift and/or move up to

50lbs, and minimally lift and/or move up to 75lbs.

Mental Demands: While performing the duties of this job, the employee is constantly required to

produce detailed work, use reasoning skills, verbal and written communication, have customer

contact, and handle multiple concurrent tasks and constant interruptions. The employee is

occasionally required to use math skills and give presentations.

Work Environment: While performing the duties of this job, the employee may be continuously

exposed to noise and occasionally exposed to heat, odor, fumes, dampness, vibrations, and the

use of tools/equipment.

Please note: management reserves the right to change, modify, and/or alter any of the duties

listed above to meet business demands.