Guest Services Manager

About the role

The purpose of a Guest Services Manager is to consistently deliver results that contribute to the overall success of the hotel and the department by achieving and exceeding guest satisfaction scores in all areas of the hotel.

Responsibilities

• Works with the hotel General Manager to achieve and exceed guest satisfaction scores in all areas of the hotel.
• Responsible for satisfaction scores for the front desk operations.
• Adds immediate attention to any deficiencies in the area.
• Works with the corporate training department to develop action plans as necessary to achieve expected guest satisfaction scores.
• Effectively trains guest service agents on proper front desk procedures.
• Recruits, interviews, and selects, in conjunction with the General Manager, the most qualified candidates for front desk positions.
• Makes weekly schedules for front office staff.
• Adds attention to performance deficiencies of front office staff through coaching and disciplinary actions.
• Completes performance evaluations for front office staff timely.
• May be responsible for posting weekly guest satisfaction scores for hotel associates to see and review.
• Ensures guest service agents are in compliance with clean, neat uniforms and name badges.
• Required reports are timely and of a quality that can be shared with corporate.
• Rates are accurate and monitored daily.
• Is proficient at managing inventory in the property management system.
• Frequently meets with and reviews work generated by the night auditor.
• Maintains regular attendance and is consistently on time.
• Maintains high standards of personal appearance and grooming, which include compliance with the dress code.
• Performs any other duties as requested by supervisor.

Qualifications

• Bachelor's degree (B.A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers or employees of organization.
• Ability to calculate figures and amounts such as discounts, interest, commissions, and percentages.
• Ability to interpret and perform basic computer functions.
• Knowledge of Outlook, Word, and Excel.
• Ability to monitor and control labor costs.
• Ability to seek approval for overtime, if required.
• Ability to manage people.
• Ability to develop staff so that successful customer service scores are achieved.