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Hotel Guest Service Manager

2 months ago

Lake Placid, New York, United States Bluebird Lake Placid Full time
Job Title: Hotel Guest Service Manager

Overview:

The Hotel Guest Service Manager is responsible for overseeing the safe and efficient operation of the front desk, maximizing profitability, and ensuring high levels of guest satisfaction are achieved. This position provides training, support, and resources to the front desk staff.

Key Responsibilities:

  • Manage the hiring, training, and supervision of all front office staff members, ensuring they provide exceptional guest service and uphold hotel policies.
  • Interact with customers both in-person and over the phone, assist with inquiries, and mitigate any guest complaints.
  • Ensure adherence to the front desk budget and order office supplies as needed.
  • Gather financial information and generate occupancy reports for the general manager.
  • Oversee all operations at the front desk and ensure the highest level of customer satisfaction for every guest.
  • Develop and implement an effective inventory and pricing strategy based on future demands, current trends, and historical data.
  • Review and monitor daily schedules to ensure adequate coverage based on forecasted occupancy.
  • Manage all aspects of the reservations process, including room reservations, secure deposits, and confirmation.
  • Keep up-to-date on in-house groups and functions, reviewing group cover sheets to be aware of special needs and requests.
  • Verify the accuracy of information in the property management system by entering data correctly and checking daily arrivals.
  • Oversee front desk accounting functions, including cash banks, A/R, credit card processing, and night audit functions.
  • Monitor reservations email accounts, reply to email correspondence in a timely and courteous manner, and process email requests/reservations accordingly.
  • Maintain full knowledge of all room types, features, locations, and rates.
  • Check room availability and housekeeping/maintenance status, ensuring against overbooking, and providing guests with inspected rooms.
  • Maximize room revenue and train others in suggestive selling techniques and proper processing of reservations.
  • Welcome and check-in guests in a friendly and efficient manner, exercising excellent customer service and phone etiquette.
  • Be the point of contact during emergencies, familiar with all emergency procedures as documented in hotel Emergency Manuals.
  • Ensure the transfer of information from shift to shift.
  • Maintain open lines of communication between the Front Desk and other departments, identifying, communicating, and following up on maintenance issues.
  • Train and monitor proper operation and etiquette in department use of telephones and radios.
  • Answer and transfer calls in a timely and courteous fashion.
  • Effectively handle all guest inquiries, requests, and complaints, confirming guest needs have been met.
  • Maintain familiarity with local attractions, business locations, and points of interest.
  • Handle services for guests, including guest mail, messages, telephone calls, faxes, wake-up calls, after-hours requests, and general inquiries.
  • Direct traffic inside the hotel with vendors, overnight guests, employees, meeting attendees, restaurant/lounge guests, and visitors.
  • Confirm guest satisfaction at check-out and take appropriate corrective action if necessary.
  • Conduct monthly inspections of public areas to ensure compliance with department standards and guest expectations.

Requirements:

  • Experience with MS Office and bookkeeping skills desired.
  • At least 2 years of experience as a front office manager, front desk, or similar position in the hospitality industry or related field.
  • 1 year of previous experience working in the hospitality industry.
  • Superb communication skills, management skills, and multitasking skills.
  • Must possess a high school diploma or equivalent certification (GED).

Additional Requirements:

  • Must be eligible to work in the United States of America.
  • Must be at least 18 years of age.
  • Excellent written and verbal communication skills, conveying information and ideas clearly.
  • Proficient in a Mac environment.
  • Proficient with Clock or similar Property Management System.
  • Knowledge of and ability to utilize Social Media to promote the property.
  • Strong analytical skills.
  • Ability to work with a variety of colleagues and guests.
  • Ability to take and give direction.
  • Must be neat, courteous, flexible, and extremely detail-oriented.
  • Must enjoy and be able to meet the public with poise.
  • Ability to remain calm, courteous, and professional with demanding guests and in difficult situations.
  • Must be able to show initiative in job performance, including the anticipation of what needs to be done before it becomes necessary.
  • Must be able to meet deadlines.
  • A team player who is flexible and willing to help support the property and Lark Hotels goals and the ability to support other hotel room operations.
  • Ability to work a varied schedule that is dictated by our guest demand and may include evenings, weekends, and holidays.
  • 2-3 plus years of experience in the hotel division with increasing responsibilities.

Physical Demands:

  • Frequent walking, bending, balancing, stooping, reaching, pushing, lifting, manual dexterity, and repetitive motions.
  • Occasional stair climbing.
  • Knowledge of who to notify in case of broken equipment or unsafe/unsanitary conditions.
  • Manually handle/lift/carry product up to 25 pounds between knee and shoulders.
  • Must have bilateral fine manipulation of both hands, which may be repetitive throughout the shift.
  • May be vertically mobile for the entire shift.
  • Schedule varies according to operational needs; may include early mornings, evenings, overnights, weekends, holidays, and split shifts.
  • Hazards include, but are not limited to, stress, lifting injuries, exposure to unsanitary materials, slips, and tripping.