Description

Job Summary

The Guest Services Manager oversees guest services operations and team members. The Guest Services Manager is responsible for ensuring labor and quality standards are upheld and assists with establishing a positive work environment, delivering exceptional guest service and administering policies and procedures established by the company and the hotel brand. The Guest Services Manager acts as Manager-on-Duty as needed.

Essential Duties and Responsibilities

Oversees guest services team members with the authority to interview, select and set the pay of team members; discipline team members; make formal termination recommendations; and investigate and adjudicate complaints
Demonstrates and provides exceptional guest service to all hotel guests
Maintains personal connections with guests, clients and community organizations to encourage guest loyalty
Uses appropriate selling techniques to maximize revenue and occupancy
Demonstrates telephone courtesy and professionalism
Assists with various accounting and financial functions including A/P, A/R, billing accounts and department reporting
Ensures department reporting is completed promptly and accurately
Assists with maintaining product and service quality standards by investigating complaints, initiating corrective action, and conducting periodic room inspections
Maintains knowledge, skills, and abilities needed to perform any position in the department
Assists with monitoring and upholding procedures for control of supplies, keys, monies and credit
Assists in monitoring and upholding procedures for safety of guests and hotel team members
Maintains clean and professional appearance of public areas and hotel office
Performs additional responsibilities as assigned by leadership

Requirements

Qualifications

Strong interpersonal and communication skills
Strong organizational skills and attention to detail
Ability to handle stressful situations with poise and professionalism
Strong leadership and a professional image
Conduct work-related functions in a professional manner

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