Hotel Guest Services Manager
7 days ago
The Guest Services Manager manages, administers, directs and controls the smooth, friendly and efficient operation of the lobby, to ensure that the guests' needs are handled promptly, efficiently and courteously
Core Responsibilities:
- Greet all guests arriving and departing the hotel.
- Ensure guests feel welcome to the hotel and provide excellent guest service.
- Manage guest resolution process to include investigation of situation and creative problem solving to ensure guest is satisfied with outcome.
- Ensure the front lobby; front interior and exterior entrances are kept clean.
- Have knowledge of the hotel property, hotel staff and hotel services, with hours of operation.
- Give clear and accurate directions to hotel facilities and rooms, as well as local area attractions.
- Suggest and "sell" the amenities of the hotel.
- Perform other duties as assigned, especially related to assisting guests arriving and departing the hotel.
- High work ethic and self-initiative.
- Proven experience with strong customer service skills, including ability to handle guest complaints and/or concerns.
- Regular attendance according to established guidelines.
- Required to work weekend schedule to reflect the business needs of the property.
- Focus and maintain attention to guests, and answer emails on time.
- Efficiently and accurately operate a computer.
- Ability to maintain excellent relationships with staff and guests and always maintain confidentiality.
Physical Requirements:
- Stand and walk for varying lengths of time, often long periods of time with little or no sitting.
- Good communication skills, both written and verbal, with guests and associates, including the abilities to give directions, instructions, information, answer questions and provide service required.
- Grasping, writing, standing, sitting, walking, repetitive motions, pulling, pushing, listening and hearing ability and visual ability
- Push and pull carts weighing up to fifty (50) pounds
- Ability to work in extremely hot and/or cold conditions.
- Know and be able to administer first aid
- Direct evacuations in an emergency
This job description is not an exhaustive list of all job functions that are required of an employee in this position. Therefore, other duties may be asked of an employee in this position from time to time.
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