Guest Services Manager

Job Summary

The Guest Services Manager oversees Front Office Operations including Front Desk, IRD, Bell, Door, and Night Audit. Key responsibilities include guest service, staff support, scheduling, and training.

Essential Duties And Responsibilities

• Meet and greet desk agents to gather information.
• Review Front Desk logbook and assess guest needs.
• Inspect VIP arrival rooms and follow key control policies.
• Ensure proper credit policies and run departmental training classes.
• Attend Wine Hour and assist guests with services and requests.
• Knowledgeable in fire and emergency procedures.
• Communicate with other hotel departments via phone.
• Supervise and coach employees, ensuring proper staffing and service levels.
• Monitor operational supplies and handle cash and credit transactions.
• Maintain guest ledger and comment card return ratios.

Qualification Requirements

• Minimum of 2 years management experience in hospitality or similar industry.
• Bachelor’s degree preferred.
• Effective communication and interpersonal skills.
• Ability to handle difficult situations professionally.
• Flexible schedule to work evenings, weekends, and holidays.