Guest Services Manager

Job Summary

In conjunction with the General Manager, responsible for the leadership, training, and daily supervision of the above listed positions. Responsible for all Guest Services aspects of the hotel operation. Address Guest concerns and inquiries; Direct liaison with Housekeeping and Maintenance department on daily operations. Work with Revenue Management Team and Sales and Marketing Teams on driving occupancy and revenue production. Prepare monthly forecast and variance report with GM/Hotel Manager oversight.

Experience

• 2 year degree/diploma from an accredited college or university or equivalent additional experience.
• 3 or more years supervisory experience in Guest Services preferred.
• CPR/First Aid preferable.

Core Responsibilities

• Manage day-to-day operations of the Guest Service Department including a daily review of room availability to maximize revenue and occupancy.
• Schedule/plan work assignments for the department and supervise staff.
• Ensure that all Guest Service Agents follow established guidelines including cash handling, key control and any Sarbanes Oxley guidelines that have been established by operations at Team Headquarters.
• Participate in revenue management calls with SMR colleagues; lead property tactics with GM/Hotel Manager support.
• Audit all cash banks in the department on a weekly basis.
• Handle accounts payable and accounts receivable for Department.
• Prepare and conduct performance evaluations for each team member on an annual basis.
• Prepare monthly forecast and variance reports; address key areas of opportunity with GM/Hotel Manager support.
• Perform other duties as assigned.