Overnight Guest Services Manager - Hotel Front Desk

Responsibilities

• Supervises Guest Service Representatives (GSR) at Front Desk for the purpose of completion of duties, performance standards, giving direction, and decision making.
• Assists Front Desk Manager with overall operations of Front Desk, and assumes responsibility for completion of shift work up to standards and according to established procedures.
• Handles all guest service issues as they arise at the Front Desk up to the standards established and in accordance with the goals and objectives of the hotel.
• Performs majority of training for GSRs. Assists in the development of training programs as needed. Makes recommendations in development of process for the purposes of feasibility and effectiveness.
• Able to perform all essential job functions of a GSR.
• Responsible for creating position goals and assisting department manager with completion of department goals.
• Guest Service training of the team, and constant monitoring of those standards.
• Issuing of new Monarch Rewards (gaming cards) – gaming license needed
• Other assignments as assigned my management.

Qualifications

• Ability to communicate verbally and in writing with staff members and guests when answering the phone lines, giving information, registering guests, and answering questions.
• Able to clearly transfer and demonstrate job duties to staff for the purposes of training and instruction from written and verbal sources.
• Perform and work effectively under pressure with a calm demeanor.
• Resolve problems quickly and effectively.
• Able to read and understand documents such as registration cards, guest confirmation, computer printouts, memos and vouchers, guest folios.
• Able to do math calculations of room charges.
• Process payments for departing guests.
• Operate office machinery such as computers, printers, photocopy and fax machines, credit card imprinters.
• Must be able to work flexible hours including potential time beyond normal shift hours when necessary.
• Possess a positive, service-oriented attitude.
• Must adhere to all appearance standards, including but not limited to no "visible" tattoos/piercings or unnatural hair colors.