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Guest Services Manager

2 months ago

Oklahoma City, Oklahoma, United States The National Full time
Job Overview

Position Summary: The Front Desk Supervisor plays a crucial role in ensuring exceptional guest experiences by overseeing front desk operations and leading the front desk team.

Key Responsibilities:

  • Demonstrate a genuine commitment to fulfilling the needs and expectations of guests in a dynamic environment, aiming to enhance overall guest satisfaction.
  • Welcome all guests and visitors with a professional demeanor, maintaining eye contact and providing prompt assistance to those in need.
  • Efficiently register guests with reservations and accommodate walk-in visitors seeking lodging.
  • Establish accurate guest accounts during check-in, tailored to individual preferences such as room type and payment method.
  • Facilitate room changes swiftly to meet guest requests.
  • Maintain an extensive knowledge of hotel offerings, including rates, promotions, room configurations, services, amenities, and local attractions.
  • Assist in training and developing the skills of Front Desk Agents to enhance their performance.
  • Collaborate with management to provide constructive feedback and ensure adherence to company policies.
  • Inform guests about local attractions, events, and points of interest in the community.
  • Address guest concerns and special requests, employing effective service recovery strategies when necessary.
  • Process guest check-outs and handle payment transactions in accordance with established accounting procedures.
  • Respond courteously to inquiries from guests, visitors, and colleagues, providing accurate and helpful information.
  • Ensure proper key control and uphold security protocols.
  • Participate in safety and security training, maintaining knowledge of emergency procedures to foster a secure environment.
  • Work collaboratively with other departments, including Valets, Bellmen, Sales, and Accounting, promoting a culture of teamwork and respect.
  • Communicate essential guest information to relevant departments to facilitate service delivery.
  • Manage lost and found items appropriately.
  • Report any accidents, injuries, or unsafe conditions to management and maintenance teams.
  • Address maintenance issues promptly to ensure guest satisfaction.
  • Adhere to uniform and grooming standards while maintaining professionalism.
  • Uphold confidentiality regarding guest and hotel information.
  • Perform additional duties as assigned.

Qualifications:

  • Excellent verbal and written communication skills in English, with the ability to engage effectively with guests, management, and team members.
  • Strong customer service orientation, with a passion for ensuring guest satisfaction.
  • Ability to handle challenging situations with composure and professionalism.
  • Proficient in providing information through various communication channels.
  • Experience in supervising front desk staff.
  • Ability to build and maintain positive working relationships.
  • Professional appearance and demeanor.
  • Familiarity with computer systems and data entry.
  • Basic accounting skills and cashier experience preferred.
  • Ability to multitask and work efficiently under pressure.
  • Knowledge of hotel facilities and local area.
  • Flexibility to work various shifts as needed.

Experience:

Minimum of three years in hotel or relevant hospitality roles, with a preference for candidates with Marriott experience or familiarity with Opera or Lightspeed systems.