Guest Services Manager

The Guest Services Manager is responsible for the management of all aspects of the Front Desk functions and guest service, including overseeing guest service, resolving guest concerns, and training Front Desk Agents.

Requirements

• Work shifts at the Front Desk overseeing all guest service needs.
• Welcome and register guests expeditiously, provide information to guests as needed, obtain identification and credit/check approval as directed by hotel policy.
• Sell guest rooms, food & beverage outlets and seasonal hotel promotions.
• Adhere to policies regarding handling of employee’s cash bank.
• Reconcile all charges and cash received during shift.
• Promote Rewards Program to guests.
• Process mail, messages, faxes and packages.
• Hold a pre-shift meeting with staff prior to reporting to stations.
• Communicate daily with department managers and MOD to assure consistency and pass on pertinent information.
• Consistently monitor the performance of associates on an on-going basis and assist the department manager in providing feedback.
• Reward, discipline and document associate performance and provide timely counseling.
• Address associate complaints and resolve problems.
• Ensure staff is properly groomed and uniformed at all times.
• Ensure work area cleanliness is maintained at all times.
• Assist in the preparation of weekly schedules in accordance with guest needs and staff availability.
• Process timecards and payroll as required.
• Ensure all associates are safety conscious and trained in safe work practices.
• Follow 4 Keys service standards, standard operation procedures, and safety standards.
• Follow safety and security procedures.
• Work cohesively with co-workers and all departments as part of a team.
• Follow all appropriate policies and procedures while constantly striving to improve standards of operations.
• Adhere to attendance and reliability standards.
• Follow all additional duties as assigned by management.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• 401(k) plan
• Paid time off