Guest Services Manager

4 weeks ago


St Petersburg, United States Sherman Associates Full time
Job Summary: At Sherman Associates, we are looking for a highly motivated and organized Night Audit professional to join our team. As a key member of our Guest Services team, you will be responsible for ensuring the accuracy of guest accounts, balancing charges and revenues, and providing exceptional guest services. The ideal candidate will have a strong background in hospitality, excellent communication skills, and the ability to work effectively in a fast-paced environment.

Main Responsibilities:
  • Account Registration: Register guests to the hotel, verifying reservation details, address, email, and credit information.
  • Kiosk Operation Support: Provide assistance on kiosks as needed.
  • Phone Call Handling: Answer phone calls promptly and professionally.
  • Guest Issue Resolution: Address guest complaints, problems, and requests in a friendly and professional manner.
  • Issue Matter Handling: Ensure all matters are resolved or addressed with the proper department head.
  • Hotel Familiarization: Familiarize yourself with hotel facilities and local geographic area.
  • Transaction Handling: Process payments for guests' accounts at registration and checkout.
  • Retail Transaction Service: Handle retail transactions for guests.
  • Luggage Support: Assist with luggage claims and checking guest luggage when requested.
  • Operational Management: Manage nightly hotel operations, including revenue verification, transaction posting, end-of-day procedures, daily report production, and statistical reporting.
  • Investigation and Incident Reporting: Investigate service and safety issues, identify causes, recommend solutions, initiate investigations, write incident reports, monitor progress, and ensure follow-up with guests and visitors.

Salary Range: $48,000 - $65,000 per year, depending on experience.

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