The Guest Services Manager ensures guest-service standards of the guest arrival, experience and departure are met through optimal training, staffing, and supervision of labor, efficient management of operating supplies, and proactive monitoring of guest service scores and comments.
1. Ensure efficient guest registration, service and checkout, while ensuring all brand standards are being applied.
2. Implement company and franchise programs.
3. Prepare forecasts and room occupancy reports.
4. Monitor and maintain the front office systems and equipment to ensure their optimum performance.
5. Track guest satisfaction surveys and maximize usage of the guest response tracking system.
6. Utilize labor management tools to schedule and control labor costs.
7. Train, develop, resolve problems, provide open communication and recommend discipline and/or separation of staff, when appropriate.
8. Communicate both verbally and in writing to provide clear direction to staff.
9. Interact positively with customers and take action to resolve problems to maintain a high level of customer satisfaction and quality.
10. Monitor room inventory status to achieve optimal levels of revenue while maintaining high levels of expectations.
11. Resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance.
12. Develop strong relations with the sales team to discuss and implement strategies.
13. Comply with attendance rules and be available to work on a regular basis.
14. Perform any other job-related duties as assigned.
Knowledge and Skills
- Minimum of 2 years’ Front-desk experience required, preferably in a leadership role.
- Ability to establish and maintain effective working relationships with associates and customers.
- Proficiency with PMS system. Computer literacy and financial management a must.
- Advanced knowledge of brand’s reward program.
- Ability to handle cash and credit transactions.
- Ability to effectively deal with internal and external customers, some of whom will require high level of patience, tact and diplomacy.
- General knowledge of local area attractions and transportation.
- Ability to observe and detect signs of emergency situations. Ability to remain calm and alert, during emergency situations, serving as a role model for clerks and other associates.
- Knowledge of hotel operations, including marketing plans, security and safety programs, personnel and labor relations.
- Written and verbal command of the English language.