Guest Services Manager

1 week ago

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

Position Summary:

The Front Desk Supervisor plays a pivotal role in ensuring exceptional guest experiences in a dynamic hospitality environment. This position requires a genuine commitment to meeting the needs of guests while overseeing front desk operations.

Key Responsibilities:

  • Exhibit a strong desire to fulfill guest needs in a fast-paced setting, striving to enhance overall guest satisfaction.
  • Welcome all guests and visitors with a warm, professional demeanor, maintaining eye contact and providing prompt assistance.
  • Efficiently check in guests with reservations and accommodate walk-in visitors, ensuring their needs are met.
  • Establish accurate guest accounts based on individual preferences, including room type and payment methods.
  • Facilitate room changes swiftly and effectively.
  • Maintain comprehensive knowledge of hotel offerings, including rates, services, amenities, and local attractions.
  • Assist in training and developing front desk staff, enhancing their skills and knowledge.
  • Collaborate with management to provide constructive feedback and adhere to company policies.
  • Guide guests on local attractions and events, enriching their stay.
  • Address guest concerns and special requests, implementing effective service recovery strategies when necessary.
  • Process guest check-outs and manage payment transactions accurately, following established accounting protocols.
  • Respond courteously to inquiries from guests, visitors, and colleagues, providing accurate information.
  • Ensure proper key control and adhere to security protocols.
  • Participate in safety training and maintain knowledge of emergency procedures to ensure a secure environment.
  • Work collaboratively with front office staff and other departments, fostering a spirit of teamwork and mutual respect.
  • Communicate relevant guest information to appropriate departments to enhance service delivery.
  • Manage lost and found items appropriately.
  • Report any accidents, injuries, or unsafe conditions to management.
  • Maintain a professional appearance and adhere to grooming standards.
  • Uphold confidentiality regarding guest and hotel information.
  • Perform additional duties as assigned.

Qualifications:

  • Excellent verbal and written communication skills in English.
  • Strong customer service orientation with a focus on guest satisfaction.
  • Ability to handle challenging situations with grace and professionalism.
  • Experience in supervising front desk operations.
  • Proficient in computer systems and data entry.
  • Prior experience in hospitality or related fields is preferred.
  • Flexibility to work various shifts as needed.

This role is essential for maintaining the high standards of service expected at The National, ensuring every guest feels valued and welcomed.

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