Guest Services Manager
4 weeks ago
The Guest Services Manager is responsible for overseeing the front office staff and ensuring that guests receive professional and competent service. This role involves working closely with the Guest Service Manager to train and monitor front office staff, as well as monitoring guest service scores and taking action to improve guest satisfaction.
Key Responsibilities:
- Train and monitor front office staff to ensure excellent guest service.
- Monitor guest service scores and take action to improve guest satisfaction.
- Communicate with the Engineering Department regarding maintenance requests from guests.
- Communicate with the Housekeeping Department regarding guest rooms and requests.
- Have a working knowledge of software systems, including daily transactions and less frequent tasks.
- Assist with reservations, check-ins, and check-outs, as well as posting charges and handling guest payments.
- Supervise front desk staff in conjunction with the Guest Service Manager.
Requirements:
- Bachelor's degree or equivalent experience.
- Ability to read and write fluent English.
- Knowledge of Outlook, Word, and Excel.
- Ability to work nights and weekends.
Work Environment:
- Indoor work environment.
- Minimal to moderate noise levels consistent with a hotel environment.
Physical Demands:
- Stand more than 2/3 of the time.
- Walk more than 2/3 of the time.
- Sit less than 1/3 of the time.
- Lift up to 10 pounds.
- Push/pull up to 10 pounds.
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