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 in the evening. 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, overseeing the guest services department, monitoring payroll hours and
reports, completing reports and paperwork, coordinating the arrival and
departure of all guests 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.
Supplemental pay
- Bonus pay
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- Life insurance
- 401(k)
- 401(k) matching
- Employee discount