Guest Reception Manager

About the Role

The Guest Reception Manager is responsible for the management of all aspects of the Front Desk and PBX functions in accordance with hotel standards.

Responsibilities

• Monitor service standards in all areas of the operation to meet the highest guest expectations.
• Handle all guest complaints in the absence of other management, if the guest wishes to speak to the Manager on Duty.
• Direct, implement, and maintain a service and management philosophy as a guide for respective staff.
• Maximize the financial performance of the hotel by providing the highest possible guest service and product.
• Perform management duties in the absence of all other managers.
• Troubleshoot guest and employee issues.
• Constantly monitor the physical area to ensure maintenance and housekeeping issues are reported and resolved efficiently.

Requirements

• One year of experience in a similar position.
• Two years of hotel experience, preferably in front of the house and guest relations.
• High School graduate; college degree preferred.
• Full knowledge of front desk operations.
• Working knowledge of computers.
• Excellent communication skills, both written and spoken.
• Guest relations training.
• Property management system experience, preferably Opera and/or ResortSuite.
• Current CPR and first aid certification.

Skills

• Ability to understand guest problems and find solutions.
• Ability to use good judgment and maintain discretion and diplomacy while performing job duties.
• Ability to promote positive relations with guests, staff, and vendors.
• Ability to remain calm, courteous, and helpful.
• Ability to think clearly and quickly.
• Ability to prioritize, organize, and follow up.
• Ability to maintain confidentiality of all guests and inn information.
• Ability to work cohesively with all departments.
• Ability to communicate verbally by phone, radio, pager, in person, and in writing.

Physical Requirements

• Must be able to lift and carry up to 50 lbs.
• Walk long distances in all types of terrain.
• Stand for extended periods of time.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening, hearing ability, and visual acuity.
• Must be able to ascend and descend stairs.
• Must be able to input and retrieve computer data.