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Guest Services Operations Manager

2 months ago

Sacramento, California, United States G&B HOTEL EMPLOYEE LEASING LLC Full time

Reports To:
General Manager

Supervises:
Guest Services Representatives, Night Audit Team.

Job Purpose:

To ensure the delivery of exceptional service quality to guests by overseeing the Front Office operations and guest accounting, thereby upholding established operational standards and enhancing the profitability of the hotel.


Job Responsibilities:

Oversee Front Desk Personnel:
Responsible for recruitment, termination, performance assessments, training, and staff development. Organize staff schedules in accordance with labor guidelines and anticipated occupancy levels.
Uphold standards of guest service excellence. Contribute to the financial success and guest satisfaction ratings of other hotel departments. Enhance guest satisfaction through improved service delivery via employee training, job optimization, and maintaining a quality image.
Achieve targeted revenue and expense goals while maximizing profitability in the guest services division.

Formulate both short-term and long-term financial and operational strategies for the guest service department that align with the hotel's overall objectives.

Engage in the development of the annual hotel budget.
Administer the reservation process to ensure optimal room occupancy and average daily rates through effective suggestive selling techniques by staff.
Implement protocols for credit management and financial transaction handling, ensuring the security of funds, guest safety, and emergency procedures.
Address guest complaints related to the department and ensure prompt corrective measures are taken.
Ensure staff employs effective guest interaction techniques. Recognize and reward employees who surpass guest expectations.
Additional responsibilities as assigned.

Job Skills:
Ability to analyze and interpret business records and statistical data; understand policies set by management.
Utilize mathematical skills to interpret financial data and prepare budgets.
Comprehend government regulations pertaining to business operations.
Make informed business decisions based on production reports and relevant experience.
Plan and coordinate the work of others.
Adapt to frequent changes and manage interruptions effectively.
Requirements
Education
Bachelor's Degree in Management, Hotel Administration, Business, or a related field.
Experience

Minimum of 1 year in night audit, 2 years in front desk operations, and 1 year in direct sales or retail; or an equivalent combination of education and experience.