Assistant Guest Service Manager

1 month ago

Winter Park, United States The Alfond Inn Full time

Overview:

This position assists the Guest Service Manager with overseeing the safe and efficient operation of the front desk, maximizes profitability, and ensures high levels of guest satisfaction are achieved.  This position may direct the work of others, i.e. delegate tasks, and provide training & support, and resources to the front desk staff. Additionally, this position works as part of a team to deliver attentive, friendly, efficient and hospitable service. This includes effective communication, reservation sales, handling all guest accounts efficiently and accurately, and assisting in all phases of guest experience such as check-in, check-out, and problem resolution.  They act as the manager on duty in the absence of the Guest Service Manager.

This employee must display effective listening and communication skills, initiative, ability to work independently and in teams, and lead by example.  He/she must be able to exercise good judgment and discretion, display effective problem solving skills, and provide excellent customer service.   Additionally, he/she must have the ability to multi-task, maintain composure under pressure, and display a high level of professionalism, integrity, and follow through.

Job Duties and Responsibilities:

Act as the manager on duty (MOD) in the absence of the Guest Service Manager, and cover MOD shifts

Assist with coverage, scheduling and training for Front Desk

Assist in Developing and Implementing an effective inventory and pricing strategy based on future demands & forecasts, current trends and historical data; Work with GM on revenue management strategic vision

Assist in determining the optimal mix of business and manage distribution strategies on all channels to increase revenue and drive market share

Assist in managing all aspects of the reservations process (room reservations, secure deposit and send confirmation); use suggestive selling techniques, stay abreast of local rates, in-house strategy, group and special rate plans and packages, available inventory, etc.

Keep up-to-date on in-house groups and functions (reviews group cover sheets to be aware of special needs and requests)

Verify accuracy of information in property management system by entering data correctly and checking daily arrivals

Assist in overseeing front desk accounting functions including cash banks, A/R, credit card processing and night audit functions

Monitor reservations e-mail account; reply to e-mail correspondence in a timely, courteous, and professional manner; process e-mail requests/reservations accordingly

Maintain full knowledge of all room types, features, locations, rates

Check room availability and housekeeping/maintenance status, ensure against overbooking, and that guests are provided an inspected room

Monitor rates and other revenue management functions daily, including balancing room inventory and group blocks

Assist in maximizing room revenue and promotions;  train others in suggestive selling techniques and proper processing of reservations

Welcome and check-in guests in a friendly and efficient manner; exercise excellent customer service and phone etiquette

In the absence of the GM or GSM, point of contact during an emergency; be familiar with all emergency procedures as documented in hotel Emergency Manuals

Ensure transfer of information from shift to shift

Know and maintain front desk systems and office equipment (proper operation and training of others)

Monitor cash-handling standard operation procedures

Account for assigned cash drawer(s) and cash balances; possess general knowledge of bookkeeping and audit procedures

Maintain open lines of communication between Front Desk and other departments, i.e. Identify, communicate and follow-up on maintenance issues

Train/Monitor proper operation and etiquette in department use of telephones and radios

Answer and transfer calls in timely (3 rings) and courteous fashion

Effectively handle all guest inquiries, requests and complaints; confirm guest needs have been met

Be familiar with local restaurants and attractions and provide guests with suggestions and directions

Handle services for guests including guest mail, messages, telephone calls, faxes, wake-up calls, after-hours requests (i.e., extra towels, pillows etc.) ,and general inquiries

Direct traffic inside the hotel with vendors, overnight guests, employees, meeting attendees, restaurant/lounge guests, visitors

Confirm guest satisfaction at check-out and take appropriate corrective action if necessary

Conduct monthly inspections of rooms and public areas to ensure compliance with department standards and guest expectations

Keep adequate inventory of front desk and guest supplies available at all times; communicate shortages as necessaryBenefits

Medical, Dental and Vision Insurance   Holiday PTO Vacation PTO  401K

Source: Hospitality Online

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