Guest Services Manager

The Front Office Manager is responsible for ensuring the operation of the Front Office and Concierge Services in a full service hotel, in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy. Responsibilities also include all administrative, financial, and operating aspects of the hotel as it relates to the Front Office. This is a working Front Office Manager position; the Manager will be responsible for working shifts with the front desk along with running the department.

 

Other responsibilties include but are not limited to:

-Responding to all guest requests, problems, complaints and/or accidents presented to  the Front Desk -Motivate, coach, counsel and discipline all Guest Service employees -Maximize room revenue and occupancy daily -Ensure no-show revenue is maximized -Ensure staff greet and welcome guests approaching the Front Desk -Check guests in/out hotel as necessary -Review and complete payroll for Front Office staff -Monitor selling status of house daily -Ensure that employees are at all times attentive, friendly, helpful and courteous to all guests, managers and other employees -Follow and enforce all Hotel credit policies -Ensure correct and accurate cash handling at the Front Desk -Monitor out of order/service and show rooms -Understand and implement rooms merchandising -Monitor all VIP's and special requests -Other duties as required not listed above

 

Requirements: Must have at least two years experience as a Department Head and at least 3 - 5 years Front Office supervisory experience. Must be able to convey information and ideas clearly. Must be able to evaluate and select among alternative courses of action quickly and accurately. Must work well in stressful, high-pressure situations. Must maintain composure and objectivity under pressure. Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary. Must have the ability to assimilate complex information, data, etc., from disparate sources and consider, adjust or modify to meet the constraints of the particular need. Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests. Must be able to work with and understand financial information and data, and basic arithmetic functions Associate and/or bachelor's degree preferred