As the Guest Services Manager, you will be the focal point for directing our Guest Satisfaction initiatives and oversee the operations of our Front Office. The GSM assures that all team members deliver the finest customer service to all our guests and will personally demonstrate a commitment to customer service by soliciting and responding promptly to guest needs. As a GSM, you are responsible for assuring property operation meets internal audit standards, which includes but is not limited to coordinating guest and group transportation needs, monitoring payroll hours and reports, completing reports and paperwork, coordinating the arrival and departure of all tour and organized groups and handling any other front office tasks.
Responsibilities
· Spot checking of guest and public areas to ensure standards are maintained
· Supervise and ensure completion of all duties of Front Office staff.
· Ensure proper supply levels are maintained and ordered in a timely manner.
· Provide daily hands on leadership and guidance to desk staff.
· Promote teamwork
· Ensure strong communications between all departments.
· Notify maintenance of any deficiencies found in any areas and ensure they are addressed.
· Report all accidents and incidents, logging all information
· Adjust daily staffing levels and priorities according to business levels.
Guest Services
· Maintain guest service as the driving philosophy of the hotel.
· Personally demonstrate a commitment to guest service by responding to guests’ needs.
· IS COMMITTED TO MAKING EVERY GUEST COMPLETELY SATISFIED.
· Ensure hotel staff, including all new-hires, know all components of the Service Program, and are trained to meet service standards; develop added-value customer service programs.
· Empower hotel staff to deliver guest service by encouraging and rewarding responsive guest assistance.
· Ensure hotel standards contribute to the delivery of consistent guest service.
· Ensure every guest has a memorable, positive guest experience
Front Desk Management
· Act as manager on duty for hotel and manage front desk operations.
· Ensure front desk staff is trained in all front desk operations, including check-in/check-out procedures, telephone procedures, hotel amenities and computer system.
· Ensure front desk staff is trained in and follows financial control procedures for cash, vouchers, inventories and receivables.
· Produce accurate financial reports on time.
Human Resource Management
• Assist with human resources functions including recruiting, selection, orientation, training, and bonus/reward programs to maintain a qualified front desk workforce.
• Maintain a positive, cooperative work environment between staff and management.
• Emphasize employee selection, training and development as way of doing business.
• Ensure all hotel employees know the hotel objectives.
• Administer personnel policies fairly and consistently.
• Help develop management talent by acting as a mentor for direct reports.
• Ensure completion of training objectives and development plan.
• Monitor and maintains acceptable turnover levels
Safety and Security Management
· Know local health and safety codes and regulations that apply to the hotel.
· Understand and implement “Right to Know” laws.
· Recognize and correct potential safety hazards such as broken doors or railings, fire hazards, etc.
· Recognize and correct potential security problems such as locking doors after hours, etc.
· Understand and follow policies and procedures for the hotel’s key control system and ensures others are trained in same.
· Use ongoing safety training to minimize worker’s compensation claims
Requirements
· Knowledge of hotel operations, including reservations
· Professional, polished appearance
· Background, credit, and job reference check; drug screening
· Excellent verbal and written communication skills; friendly manner and positive attitude
· Ability to work in a fast-paced environment that requires multi-tasking
· Brand and interface knowledge preferred
Benefits
Benefits include competitive pay, bonus structure, insurance (medical, dental, vision), paid vacation, structured retirement plan, opportunity to travel, and a chance to work with a great team of motivated people.
Due to the nature of the hospitality industry, team members may be required to work varying schedules to reflect the business needs of the hotel.
Work schedule
- Other
Supplemental pay
- Bonus pay
Benefits
- Health insurance
- Dental insurance
- 401(k) matching
- Paid time off
- Vision insurance
- Disability insurance
- Life insurance
- 401(k)
- Employee discount