Guest Reception Manager

Duties

• Monitoring service standards in all areas of the operation in keeping with the highest guest expectations
• Handling all guest complaints in the absence of all other management, if guest wishes to speak to the Manager on Duty
• Directing, implementing and maintaining a service and management philosophy which serves as a guide to respective staff
• Maximizing the financial performance of the hotel by providing the highest possible guest service and product
• Performing management duties in the absence of all other managers
• Troubleshooting guest and employee issues
• Constantly monitoring the physical area to ensure that all maintenance and housekeeping issues are reported and resolved efficiently

Qualifications

• One year experience in a similar position
• Two years 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
• 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 50lbs, 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 and hearing ability and visual acuity
• Must be able to ascend and descend stairs, input and retrieve computer data